cassandracraigresume

Cassandra Craig 2501 Nevada Ave S APT 15 St Louis Park, MN 55426 PH. 763-639-1063

cassandra.craig.33@gmail.com

Work Experience:

St Jude Medical

March 2016 - present

IT Response Team Coordinator - Service Desk Analyst

● Select group of service desk analysts trained to perform role ● Perform Critical and High priority investigations ● Answer option #0 Major Incident/Outage Escalations ● Escalate to Major Incident Manager ● Escalate to proper support groups ● Assist with Major Incident communications

Bristol Place

Vulnerable Adult Staff Member/Needs Assistant

January 2016 - present

● Group home staff member of active client with Intellectual Developmental Disability, tends to client’s apartment and diabetic needs

● Does light house cleaning and cooking, active licensed driver, creates medical appointments and record keep of healthcare and group home training and staff documents

UnitedHealthcare May 2015 – October 2015

Quality Review Specialist - Medicare & Retirement Oversight

● Responsible for making sure employees provide excellent customer service when they are speaking with customers.

● Help call center representatives use the most effective and efficient means for handling phone calls without sacrificing customer service, while achieving the stated goals.

● Provide training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality.

● Prepares and analyzes internal and external quality reports for management staff review.

● Coordinates and facilitates call calibration sessions for call center staff.

Xerox - General Mills November 2014 – March 2015

● Customer Service Representative ● Customer service counter ● FedEx and USPS shipping, retail orders, warehouse and shipment stocking ● Establish job tickets for customers, quality assure print jobs, phone answering ● Doing minor to light print work, mail room associate, scanning services, shipping and receiving

CVS Health August 2013 – November 2014

Operations Processor/Admin Assistant

● Ability to use AMPCAS (APMHELPDESK) internal system, APM Claim Adjudication System, Used to look up member info and add member notes.

● Fax Central used to view faxes. ● Quick Base used to label fax type, class, and assign faxes. ● SharePoint used to log member calls, and access QB, fax central. ● Excel to log peer to peer calls, log letters and used Outlook for fax needed emails. ● Instant messaging communicator, Office Lync to advise IQA’s of urgent faxes and interoffice

messaging. ● Labeling and distributing faxes to MN, TX, NC, watching for urgent faxes and deciphering

between Medicare and Commercial, distributing accordingly. ● Peer to peer calls and messages, calling doctor offices and advising of the 800# for Peer to Peer

meeting with a Medical Director. ● Retrieving messages from voicemail and forwarding via email to a Medical Director. ● Fax rejects, researching correct fax numbers in AMPCAS and resending faxes to doctor offices. ● USPS Mail, logging letters into an Excel spreadsheet and delivering them to an external mailbox.

Meritain Health Insurance/AETNA July 2007 - November 2012

Office Assistant

● Prepare claims documents for scanning, batching, date stamping, and filing as well as scanning claim documents.

● Perform zipping, encryption, and transfer of image files to offsite vendor. ● Log and report production and process information as needed for each activity worked. ● Research on servicing systems those claim documents with key missing information ● Pull and request claim and preprocessing day files for audit purposes and conversion to image

and pull file requests for purpose of conversion to image. ● Update File request tracking system with results of search for requested files. ● Index images associated with file requests. ● Assign mail menu items to appropriate examiner and mail menu items as assigned. ● Receive, organize, and file day files from claims examiners, auditors, and preprocessors ● Prepare outgoing mail and claims documents to examiners whether on local courier routes, or

via express mail.

● Sort and distribute appropriately all documents printed via Right fax queues. ● Research and convert rejected claims through the "OCR Reject" process. ● Sort and distribute claims documents for terminated groups per departmental policy and

exceptions noted processes. ● Collect, transport, and stores surplus departmental office furniture, equipment, and supplies. ● Maintain inventory of forms used for Product Assembly, Sales orders, and general mailing, such

as forms, flyers, envelopes, and letterhead through software programs. ● Notify Supervisory staff of shortages and when inventory falls below minimum volumes. ● Maintain physical order and inventory of above-mentioned items wherever stored. ● Organize and move boxes and pallets as needed in CBSA storage area and warehouse. ● Assemble outgoing self-funded and fully insured insurance information packets per guidelines

given for new business and for new employees of established clients. ● Pull and package items requested for or by agents and salespersons. ● Assist with Print Operations activities as assigned, with special projects and perform other duties

as assigned while accurately keeping records all time working with company provided time -clock software.

EDUCATION:

NORTH HENNEPIN COMMUNITY COLLEGE 2010

Liberal Arts

COOPER HIGH SCHOOL 2007

Diploma in General Curriculum

**References upon request**