Chelsea Bodden
Boston
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Also very Dedicated with a proactive attitude and the ability to learn quickly and provide effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
13
13
years of professional experience
Work History
Scheduling Specialist
Mass General Brigham
08.2024 - Current
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Used Epic to schedule patients.
- Managed high call volumes while maintaining exceptional accuracy in appointment scheduling.
- Fostered strong relationships with patients, ensuring a positive experience throughout their care journey.
- Handled confidential patient information professionally, adhering to HIPAA regulations at all times.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
Member Service Representative
Point32health
07.2021 - 08.2024
- Responded to a high volume of incoming calls, resolving members concerns.
- Provided information about member benefits or claims
- Employs active listening skills, demonstrates patience and empathy, and is able to handle difficult customers with courteously and professionally.
- Documents calls accurately and comprehensively.
- Makes necessary outgoing phone calls to resolve member related inquiries in a timely manner.
Case Management Assistant
BMC HealthNet Plan
08.2019 - 02.2021
- Assisted in the development and implementation of case management plans to ensure clients' needs were met.
- Researched, identified, and referred clients to appropriate community resources.
- Maintained accurate records and documentation of all cases in accordance with agency policies and procedures.
- Provided support services such as assessment, information and referral, advocacy, crisis intervention, and follow-up services.
- Collaborated with medical personnel to develop treatment plans for clients based on their individual needs.
- Provided emotional support to families during difficult times or transitions.
- Monitored progress of clients through regular contact with them or family members.
- Educated clients on available resources that could help improve their quality of life.
- Assisted clients in accessing needed benefits such as food stamps or housing assistance programs.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Answered questions and responded to inquiries to deliver high level of service to patients.
Member/Provider Service Representative
BMC HealthNet Plan
11.2018 - 02.2021
- Responded to a high volume of incoming calls
- Met or exceeded department's quality and productivity goals
- Assisted/process claims/denials & appeals for providers and members.
- Worked closely with supervisors to ensure that tasks were completed according to company standards.
- Greeted customers and answered inquiries in a professional manner.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service by addressing customer needs in a timely fashion.
- Met with members in person sometimes to help them better understand plan documents, benefits or claims.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Assisted with training new staff members on policies and procedures related to customer service roles within the organization.
- Maintained client confidentiality according to HIPAA regulations at all times.
Billing Specialist
Shoes.com
09.2018 - 11.2018
- Processed refunds, price adjustments, processing returns for third party websites
- Entered data of orders into the system
- Provided information to the customer service and sales departments as requested
- Responded to billing questions from both local and international customers
- Verified discrepancies by clients, and resolved their billing issues.
Customer Service Representative
Shoebuy
10.2016 - 11.2018
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified opportunities for upselling additional products or services based on customer needs.
- Kept records of all conversations in our call center database in a comprehensible way
- Assisted customers through incoming calls, live chats, and emails
- Placed orders, processed returns/exchanges.
Sales Associate
Steven Madden, Ltd
10.2016 - 08.2018
- Assisted customers on the sales floor
- Provided the best customer service as possible in a timely manner
- Merchandised the sales floor and advertised sales and promotions.
Telephone Agent
Integral Resources, Inc
07.2016 - 09.2016
- Made over 50 or more outgoing calls or day to people to inform and raise money for a political non profit.
- Achieved daily department goals.
Sales Associate
Lord and Taylor
06.2013 - 08.2016
- Maintained orderly stock room
- Maintained the appearance of the store by managing store displays and keeping up with trends
- Transferred and received merchandise
- Assisted customers with choices and helped them locate merchandise
- Provided customers with product knowledge in terms of special discounts or deals going on.
Sales Associate
Banana republic
03.2013 - 05.2013
- Acknowledged and greeted customers coming in the store
- Provided product knowledge to the customers
- Demonstrated good organizational and communication skills
- Worked with a team to keep the store clean and organized.
Sales Associate
Macy's
11.2012 - 01.2013
- Answered customer complaints and questions directly
- Processed transactions and balanced the cash drawer on a daily basis
- Took direct orders from supervisors
- Worked independently and in a team setting
- Demonstrated good organizational and communication skills.
Line prep
Panera bread
03.2012 - 08.2012
- Maintained high standards of customer service in a fast-paced environment
- Followed procedures for safe food preparation
- Assisted management with inventory and stocking
- Resolved complaints in a timely and professional manner
- Handled food orders quickly and accurately
- Took initiative to find other duties when scheduled tasks were complete
- Accommodated staff and management on days off by coming in when needed.
Education
Bachelor's degree - Psychology
Southern New Hampshire University
07-2027
GED -
X-Cel Education
Boston, MA01.2016
Skills
- Communication skills
- Customer service
- Verbal and internet skills
- Health care
- Medical Terminology
- Order Entry
- Insurance Verification
- Issue Resolution
- Follow-up skills
- Adaptive team player
- Tactful and diplomatic
- Record maintenance
- Claims Processing
- Stress Tolerance
- Problem-Solving
- Multitasking and Organization
- HIPAA Compliance
- Case Management
- Phone and Email Etiquette
- Case analysis
- Client Needs Assessments
- Adaptability
Education and Training
Boston, MA
Timeline
Scheduling Specialist
Mass General Brigham
08.2024 - Current
Member Service Representative
Point32health
07.2021 - 08.2024
Case Management Assistant
BMC HealthNet Plan
08.2019 - 02.2021
Member/Provider Service Representative
BMC HealthNet Plan
11.2018 - 02.2021
Billing Specialist
Shoes.com
09.2018 - 11.2018
Customer Service Representative
Shoebuy
10.2016 - 11.2018
Sales Associate
Steven Madden, Ltd
10.2016 - 08.2018
Telephone Agent
Integral Resources, Inc
07.2016 - 09.2016
Sales Associate
Lord and Taylor
06.2013 - 08.2016
Sales Associate
Banana republic
03.2013 - 05.2013
Sales Associate
Macy's
11.2012 - 01.2013
Line prep
Panera bread
03.2012 - 08.2012
Bachelor's degree - Psychology
Southern New Hampshire University
GED -
X-Cel Education
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