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  • Jessica Bridgewater

    Experienced Customer Service Rep

    18210 N. 45TH AVENUE - GLENDALE, AZ 85308
    PHONE 480-217-8830 - E-MAIL LOTUS_RAIN2007@YAHOO.COM
    JESSICA R. BRIDGEWATER

    EDUCATION

    2004-2006 The Bryman School Phoenix, AZ
    Associates Degree in Applied Health Science
    • Maintained 4.0 GPA
    SKILLS

    Clerical: excellent customer service; filing; typing 34 wpm; copying; faxing; documenting; data entry; proficient in: Microsoft Word; Microsoft Excel; Microsoft Powerpoint; Microsoft Outlook ; Next Generation Desktop; Gynesis phone system; Avaya reporting system; Radmin Remote Assistance program; MEDS; Medicare Part D BCBS Agent Portal; www.medicare.gov website; MARx eligibility system

    WORK EXPERIENCE

    2009-Present Medix Staffing (CVS/Caremark contract) Phoenix, AZ
    Temp Contractor (NEJE Member Services)
    As a temporary contractor for Medix, I was assigned a contract with CVS/Caremark. My assignment entailed assisting the BlueMedicareRx member services team in handling the high call volume during the annual enrollment period. My responsibilities during this time were as follows;
    • Assisted BlueMedicareRx insurance members with enrollment issues
    • Provided general coverage/pricing information to prospective members
    • Submitted enrollment/disenrollment/plan change requests via paper and online Agent Portal.
    • Entered data corrections and updates in member record database
    • Assisted members with various other issues
    2007-2009 Vangent, Inc. Phoenix, AZ
    Senior Customer Service Representative/CMS Contract
    As part of the 1-800-MEDICARE customer service team with Vangent, I advanced from a Tier I Rep to a Senior Rep within a year. My duties as a Senior Rep (in addition to handling a high call volume) are listed below;
    • Answered general Medicare coverage/policy questions
    • Assisted beneficiaries in comparing Medicare Advantage plans, Medicare Drug plans, and Medigap policies
    • Researched claims and denial reason codes for beneficiaries
    • Point of contact for CSRs needing script clarification, etc. (Help Queue)
    • Provided special customer care to dissatisfied and irate callers
    • Assisted other representatives using a remote assistance program
    2006-2006 Uniprise (United Healthcare) Phoenix, AZ
    Medical Insurance Claims Specialist
    After attending an eight week training program in which I was taught how to process Medicaid medical claims that were not auto-adjudicated due to a discrepancy in the coding, I was responsible for the following tasks;
    • Processed Medicaid medical insurance claims
    • Researched each claim prior to processing to determine what needed to be fixed
    • Denied and rejected claims that could not be fixed
    • Reported suspected fraudulent claims
    • Worked independently to meet production goals
    • Performed under strict time/production constraints
    2004-2006 Pearson Government Solutions Phoenix, AZ
    Senior Representative/CMS Contract
    As part of the 1-800-MEDICARE customer service team with Pearson, I advanced from a PDP Specialist Rep (entry level) to a Senior Rep (assistant lead) within about a year. I assisted the supervisor in managing the team in addition to the following responsibilities;
    • Answered general Medicare coverage/policy questions
    • Assisted beneficiaries in comparing Medicare Advantage plans, Medicare Drug plans, and Medigap policies
    • Assisted in supervision of customer service team (10-20 agents)
    • Point of contact for CSRs needing script clarification, etc. (Help Queue)
    • Provided special customer care to dissatisfied and irate callers
    • Assisted supervisor with weekly training updates
    • Made sure supervisor was aware of daily/weekly Aux reports
    • Assisted supervisor with Quality Assurance Monitoring overflow
    CERTIFICATIONS

    CPR certified; Certified Chiropractic Assistant; Arizona State Licensed Massage Therapist #MT-08611


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