Courtney Contreras

Remote contract position, utilizing multiple screens.

Delivered exceptional service in a fast-paced, team-driven environment.

Served as a point of escalation for complex pharmacy concerns, researching and resolving prior authorizations and mail-order prescription issues, delivering a high-quality member experience.

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Effectively handled a high volume of member correspondence with consistent accuracy and attention to detail.

• Answering in bound calls
• Offering Customer service support
• Experience with insurance companies and providers
• Experience handling new and existing authorizations
• Medical terminology knowledge
• Knowledge in CPT/ICD 10 codes
• Ability to handle high incoming call volumes

• Exemplary model for Farmers Insurance core values.
• Analyzed, clarified while resolving intermediate policy and account related questions from both internal and external customer base.
• Intermediate billing, underwriting guidelines and policy processing
• Assisted agents in virtual mediums such as chat mediums in order to assist agents to maintain the highest level of service.

• Introductory role as a customer service representative with the main objective of approving loans.
• Main duties included but were not limited to the following:
• Taking inbound calls and making outbound calls to customers
• Approving or denying loans through loan verification processes
• Collections Department
• Contacted approximately 250 customers daily regarding collections, customer service within a regular shift
• Average collection of debt would range from $30,000.00-$45,000.00 per month that incorporated payment arrangements, lowering payments, Debt consolidations, etc.
• Provided customer service to current loan recipients answering questions related to their accounts.
• In house collections from the Loan company
• Responded to emails and text messages and debt consolidation companies

• Responsible for the care of adults with disabilities.
• These duties included but were not limited to:
• Providing transportation
• Caring for basic needs including bathing, dressing, etc.
• Prepared meals
• Maintained a clean environment
• Administered medication as prescribed
• Completed and submitted daily documentation to supervisors
• Set up doctor's appointments for patients
• Answered phone calls and provided information as requested