Customer Service Representative - Social Security Administration - Kansas City, MO 64106
(2024-09)
Full-time position (40 hours per week). Job Series: 0962 Contact Representative. Grade 6 from September 22 2024 to September 22 2025. Grade 7 from September 22 2025 to present. Current Salary: $51283 per year. Supervisor: Natasha Williams (816-936-5857)
- Research and analyze rules, policies, procedures to respond to inquiries from customers via telephone.
- Conduct comprehensive telephone interviews to obtain/provide information to resolve identified problems.
- Review information to determine ongoing eligibility for Social Security benefits.
- Analyze claimant benefit payment history.
- Use systems such as PCOM, ORS, CHIP, and TED to ensure the number holder was paid properly and timely.
Contact Representative - Defense Finance Accounting System (DFAS) Customer Care Center, Department of Defense - Rome, NY 13441
(2022-01 - 2024-09)
Full-time position (40 hours per week). Job Series: 0962 Contact Representative. Grade 5 from January 01 2022 to September 22 2024. Starting Salary: $41981 per year. Ending Salary: $48044 per year. Supervisor: Jodi Babcock (317-212-9200)
- Used extensive knowledge and application of the rules of verification for civilian employees and the different branches of the military to address questions and concerns from government employees regarding confidential pay information accurately and efficiently.
- Utilized multiple systems, such as ZPV, ZGT, ZLO, ZPD, ZHP, ZPM, CP1, OMA, ZFA, ZFR, and ZKA, to verify civilians.
- Utilized systems MMA, MXC, and MSF to verify military members and military retirees.
- Responded to military and civilian employee MyPay inquiries and requests regarding topics such as entitlements, payment of invoices, travel pay, and status of payments/actions.
- Provided guidance and expert advice to customers regarding how to correct any identified inaccuracies or discrepancies in their account information.
- Used knowledge of numerous systems for travel pay such as IATS, civilian, reserves, contingency, military pcs, tdy, cedms, ods and godocs to ensure the member was provided the proper information to ensure appropriate and timely travel pay.
- Professionally and courteously provided a customer experience that offered consistent and accurate information in a timely manner while working in a fast-paced environment of high customer volume.
- Used extension knowledge of privacy rights pertaining to the use of databases with confidential information.
- Proficiency in an automated system and a database, such as master pin database used to search records and make changes on customer accounts after verification of the member.
- Proficient expertise in the procedures and guidelines followed to identify and explain information based on specific customer inquiries.
- Accurately and concisely documented interactions with customers in the Case Management System Database.
Operations Customer Service Representative Unemployment Adjudicator - Alorica - Irvine, CA 92617
(2021-03 - 2021-11)
Temporary telework position. Full-time (40 hours per week). Salary: $21.00/hour. Supervisor: Latonia Johnson (336-912-0053)
- Collected, maintained, and updated claimant and employer demographic information, as necessary.
- Interpreted and implemented Maryland unemployment laws and regulations.
- Actively participated in training programs regarding unemployment law and the processes to be followed to accurately, effectively, and efficiently implement the law.
- Efficiently and rigorously documented for auditing and reporting purposes all call-related information gathered during calls to employer or claimant in the state Beacon database.
- Demonstrated effective conflict resolution skills by discussing and de-escalating any issues raised by either the employer or the claimant.
- Independently analyzed all written documentation on file in BEACON as well as documented verbal communications with employer and claimant before concisely writing recommendation regarding unemployment benefits.
- Routinely exceeded the number of cases expected for completion on a daily basis.
- Routinely achieved 90% Quality Assurance after going through the review process.
Benefits Verification Clerk - Mindlance Inc. - Union, NJ 07083
(2020-11 - 2021-01)
Temporary telework position. Full-time (40 hours per week). Salary: $16.00/hour. Supervisor: Whitney (8779652623)
- Using Patient Plus, reviewed all patient insurance information in the patient medical record needed to complete the benefit verification process.
- Triaged cases with missing information to appropriate Program Associate.
- Verified patient specific benefits based on disease state/pathophysiology of patient and precisely documented specifics for various payer plans including patient coverage, cost share, and access/provider options.
- Identified any restrictions for patient access to medications and detailed how to expedite receipt of medication.
- Documented and initiated prior authorization process, claims appeals of Medicare, Medicaid, and commercial insurances.
- Completed quality review of work as part of finalizing product.
- Reported any reimbursement trends/delays to management.
- Performed related duties and special projects as assigned.
Benefits Verification Clerk - Kelly Services - Monroeville, PA 15146
(2019-10 - 2020-01)
Temporary position. Full-time (40 hours per week). Salary: $18.00/hour. Supervisor: Tinesha (6107277000)
- Using Patient Plus, reviewed all patient insurance information in the patient medical record needed to complete the benefit verification process.
- Triaged cases with missing information to appropriate Program Associate.
- Verified patient specific benefits based on disease state/pathophysiology of patient and precisely documented specifics for various payer plans including patient coverage, cost share, and access/provider options.
- Identified any restrictions for patient access to medications and detailed how to expedite receipt of medication.
- Documented and initiated prior authorization process, claims appeals of Medicare, Medicaid, and commercial insurances.
- Completed quality review of work as part of finalizing product.
- Reported any reimbursement trends/delays to management.
- Performed related duties and special projects as assigned.
