Erika Schneider

SkillsClaims Adjustment Experience

10+ years: Customer Service ExperienceTraining experience including hiring, writing the training manual, and training new hires.

Member, Provider, OGB, Correspondence, Adjustments, and Network Operations experience.Eloquence, IAWD, Facets, CRM, Word, Excel, SharePoint, Common Query, CMOD, Business

Objects, OutlookStrong ability to identify training gaps and correct them.

Strong ability to identify system programming issues.Strong computer literacy skills.

Education:June 9, 2015: University of Phoenix (Degree in progress)

Associate of Arts degree with a concentration in Health Care Administration/Medical Records (AAHAD/MRC).

Foundation in coding, terminology and claims processing. Completion of the program allows for Certified Billing and Coding Specialist (CBCS), a national certification offered through the National Healthcareer Association (NHA).

September 2001-2005 Louisiana State University

Creative Writing degree program. Degree not obtained.

BlueCross Positions: [ 2014-Present ] BCBSLA Baton Rouge, LA

Call Center Advisor II

Assist with benefit and claim inquiries for OGB including benefit and claim phone inquiries and Correspondence

Analyze and identify possible system errors and/or patterns and responds to inquiries regarding adjustments, refunds, edits and/or payment registers to ensure completeness, accuracy and customer satisfaction to members and providers.

Maintain knowledge of required lines of business, changes to applicable company policies/procedures, recent laws and regulations, and related computer systems to ensure information is current and accurate

Provide mentoring and coaching when necessary to Account

9/15

Work History:

Advisor I (Member or Provider) Complete Rapid Response claim adjustments while on calls to

ensure First Call Resolution

[ 2012-2014 ] BCBSLA Baton Rouge, LACall Center Advisor I

Responded to benefit and claims inquiries from members and providers through direct phone contacts.

[ 2011-2012 ] BCBSLA Baton Rouge, LANetwork Operations Specialist

Provided assistance to provider with phone inquiries regarding network participation. Primary focus is to sort, file and obtain necessary paperwork to load providers’ information in our processing system in a timely manner.

[ 2009-2011 ] BCBSLA Baton Rouge, LACall Center CSR- Advisor I

Responded to benefit and claims inquiries from providers through direct phone contacts.

Assisted with correspondence to or from members, providers, group leaders, brokers, insurance companies and other plans

[ 2009-2009 ] Investar BankMSR

Responded to inquiries of a specific or general nature Assisted in the completion of new account or loan applications Performed various operational background duties Reviewed reports, prepared correspondence

[ 2006-2009 ] Dow Louisiana Federal Credit UnionTeller/Call Center MSR

Balanced currency, coin, and checks in cash drawers at ends of shifts and calculate daily transactions.

Received checks and cash for deposit, verified amounts, and checked accuracy of deposit slips.

Enter customers' transactions into computers in order to record transactions and issue computer-generated receipts.

Performed a full range of customer service oriented telephone and e-mail support activities as directed by the Call Center Manager.

Professionally greeted customers; responding to inquiries of a

9/15

specific or general nature Promoted various marketing campaigns

9/15