Senior Advocate Resume Sample
Maverick Murazik
590 Birdie Island,
Dallas,
TX
+1 (555) 198 4029
Work Experience
Senior Care Advocate
06/2017
-
PRESENT
Chicago, IL
- Maintains project plans with high-level of accuracy in Word, PowerPoint and Excel (e.g., Market Development Plans, etc.)
- Managing overall client experience across the Citi network for our clients
- Serves as client’s advocate for process optimization
- Analyzes client’s activities and engages client/bank partners to proactively identify and implement opportunities to enhance the overall Client Experience
- Leads regular calls and periodic service reviews, ensuring execution of action plans to address service issues
- Monitors adherence to SLAs
- Drives inquiry reduction and automation through process re-engineering and self-service capabilities
Senior Consumer Services Advocate
01/2013
-
01/2017
Chicago, IL
- Partners with CE Transformation team for client projects
- LEAN approach to consultation of operational efficiencies for our clients
- Reviews and understands VoC surveys, creates action plans
- Initiates client training via Technical Advisory with EBS
- Responsible for timely coordination of servicing needs and escalation management of relationship-impacting issues and any change communication
- Administers CaR issues and service related action plans
- Support RFP presentation
- Promote Self-Service tools to our clients and drive query reduction
Senior Advocate
11/2005
-
08/2012
Dallas, TX
- Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes
- Work with safety committee and risk management to coordinate claim-handling procedures. Train the insured’s staff
- Compare Key Performance Metrics (KPI’s) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation
- Manages the aftercare follow-up of identified high risk enrollees (manages follow- up calls / outreach and documentation)
- Position reports to Online DMM or Director, Online Content
- Provide functional or technical assistance and guidance where required
- Effectively communicate and collaborate with various areas and levels of the organization
- Monitor availability of EAN products to maintain a consistent awareness of current performance
- Answers phone calls from hospital patients to proved customer service regarding physician referral, class registration and other healthcare related topics
Education
Keiser University - Kendall Campus
2001 - 2005
Master's Degree in Information Technology Management
Professional Skills
- Strong interpersonal skills, verbal and written skills required
- Strong listening and interpersonal skills; skilled at developing and maintaining effective working relationships
- Strong oral and written communication skills — specifically telephone skill
- Strong organizational and problem solving skills, and the ability to prioritize and work independently
- Well-developed presentation skills (oral and written) computer skills required, specifically PowerPoint, Word
- Strong mathematical skills with proficiency in preparing and analyzing reports using Excel
- Proven experience developing strong client relationships at all levels within an organization
How to write Senior Advocate Resume
Senior Advocate role is responsible for training, java, retail, recruiting, compensation, reporting, design, research, digital, insurance.
To write great resume for senior advocate job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Advocate Resume
The section contact information is important in your senior advocate resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Senior Advocate Resume
The section work experience is an essential part of your senior advocate resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous senior advocate responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular senior advocate position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Advocate resume experience can include:
- Develop supervisory skills through on-the-job training and supervisor feedback, ULearn courses
- Experience working with 3rd party communities, social media and blogging required
- Software development experience building web, mobile and/or cloud applications, with a heavy focus on asp.net, .net core, HTML, Javascript, and CSS
- Software development experience building web, mobile and/or cloud applications
- Linux experience building web, mobile and/or cloud applications
- Coordinate prioritization and reprocessing of all identified claims
Education on a Senior Advocate Resume
Make sure to make education a priority on your senior advocate resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior advocate experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Senior Advocate Resume
When listing skills on your senior advocate resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical senior advocate skills:
- Solid communication skills - ability to be both a strong technical writer as well as a dynamic public speaker
- Demonstrated ability in professional verbal and written communication skills with an emphasis on conflict resolution
- Prior experience working directly with members / consumers preferably in a leading retail setting or call center setting
- Clinical expertise in directing/ managing difficult callers through intervention skills while maintaining business appropriate integrity
- Mathematical skills with proficiency in preparing and analyzing reports
- Focus on intraday scheduling 4 - weeks out and maintain Master skill files / CMS scripts / skilling strategy
List of Typical Experience For a Senior Advocate Resume
1
Experience For Senior Care Advocate Resume
- Develop supervisory skills through on-the-job training and supervisor feedback
- Create content, videos, and samples from beginner to best practices that demonstrates how to develop, deploy, manage, and scale Azure applications
- Identifying deficiencies and implementing remediation strategies including analysis and training
- Conducting continuous evaluations of newly adopted and ongoing IT service offerings for students and faculty
- Providing root cause and recommendation to address issues of usability and availability of IT services
- Managing client relationships with the Institution staff to include Executive Leadership as well as cross functionally within Blackboard
- Reporting and analyzing data
- Managing proactive and impactful client communication to University Cincinnati executive and departmental staff
- Win the hearts and minds of developers by building and/or contributing to key OSS projects and building cool, useful, or productive apps
2
Experience For Senior Consumer Services Advocate Resume
- Provide team and account specific training to new hires and on-going training to team as needed
- Responsible for conducting root cause analysis and working with staff in other business areas to assist with the resolution of complex Provider issues
- Review daily staffing schedule to ensure staffing levels meet established standards
- Action oriented project planning with oversight of high level plans to ensure all internal and external parties are achieving their objectives
- Compare Key Performance Metrics (KPI’s) on a daily, intra - daily, weekly, monthly, and annual basis understanding root cause of variation
- Passion for helping developers connect people and communities through the cloud
3
Experience For Office Of the Chairman Executive Service Senior Advocate Resume
- Test drive bleeding edge software and services from Microsoft and incorporate user feedback
- Assist with coordination of orientation and training activities
- Develop job aids and training documents
- Run and develop templates for reporting
- WFM workload management including BCP strategy and execution
- Serve as the site POC for the forecasting team
- Support WFM Manager by providing timely, accurate, relevant and thorough analysis
4
Experience For Claims Advocate Senior Resume
- Independently and proactively manages the property/casualty claims programs for assigned clients, focusing in Workers Compensation
- Monitors larger and most complex claims (over $100,000) , demonstrating the ability to manage and communicate complex claims issues for key accounts
- Champion relevant Azure products and services to your target community at conferences, meetups, coding bootcamps, online forums, Twitter, Stack Overflow, Hacker News, and more
- Previous experience as a developer advocate, developer evangelist, or external developer-focused role
- Scale your efforts by partnering with the Microsoft field and developers in community programs like Microsoft MVPs, Docker Captains, Oracle Java Champions, etc
- Use data, experiments, and customer feedback to drive growth in your community
5
Experience For Senior Patient Experience Advocate Resume
- Champion relevant Azure products and services to your target community at conferences, meetups, coding boot camps, online forums, Twitter, Stack Overflow, Hacker News, and more
- Use critical thinking skills to identify patient needs based on caller’s symptoms
- Create project plans, gain alignment with merchandising/supplier and drive execution. Build system knowledge and expertise by participating in training classes and executing project work. Identify opportunities to delegate project work to cross functional partners and track progress
- Help new team members with onboarding and training. Serve as a mentor for Analysts and new Sr. Analysts
- Working with the Account Manager and Workforce Management to analyze individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance targets
- Effectively track and prioritize multiple claims projects
- Strong experience and empathy for the Node.js community
- Strong experience and empathy for one or more of the communities: Angular, React, and Vue
- Develop and maintain professional and effective relationships with assigned Providers and with associates in key functional areas
6
Experience For Senior Workforce Business Advocate Resume
- Creating and analyzing customer satisfaction results and striving to improve customer satisfaction levels
- Through research, identifying gaps in contracting, MHS set-up and Provider’s billing practices. This is achieved through the reconciliation of the Provider’s account receivables (AR)
- Using a Provider specific scorecard, identify billing trends and opportunities to reduce AR reconciliation
- Educate Provider billing staff concerning changes in claims payments, medical policy and related operational procedures
- Report and present findings based on trending, interpretation and results
- Support Network Management and Providers from our office locations, on the field, or regular onsite visits with Providers
- Ensure adherence to departmental, corporate and governmental policies and regulations
7
Experience For Senior Cloud Developer Advocate Resume
- Experience working directly with consumers delivering a highly experiential interaction preferably in a leading retail setting, hotel/concierge, non-profit, financial services, travel agency, real estate or other customer-sponsor oriented role
- Experience of development experience
- Manage and coach a team of one to two direct contributors
- Geek out on advanced chatbots and cognitive applications
- Work on large datasets, develop machine learning models, and share your findings with the AI/ML community by creating content, videos, and samples from beginner to best practices that demonstrate how to develop and work with AI/ML workloads on Azure
- Champion relevant Azure products and services to your target community at conferences, meetups, hackathons, research symposiums, online forums, Twitter, Stack Overflow, Hacker News, and more
- Win the hearts of developers by building and/or contributing to key OSS projects and building cool, useful libraries and tools for AI/ML developers and data scientists
- Geek out on advanced chatbots and cognitive applications. Work on large datasets, develop machine learning models, and share your findings with the AI/ML community by creating content, videos, and samples from beginner to best practices that demonstrate how to develop and work with AI/ML workloads on Azure
8
Experience For Senior Partner Advocate Resume
- Champion relevant Azure products and services to your target community at conferences, meetups, hackathons, research symposiums, online forums, Twitter, Stack Overflow, Hacker News, and more. Scale your efforts by partnering with the Microsoft field and developers in community influencer programs
- Acts as a general manager for their assigned accounts tracking key account metrics
- Coordinate scheduling to assure coverage of the team at all times
- Assign mentors to new staff, and work with Staff Development Coordinator to coordinate orientation and training activities
- Provide feedback regarding individual and team performance to management for use in clinical supervision and Performance Reviews
- Cross-trains in Elite products and cross-functional areas
9
Experience For Senior Employee Advocate Resume
- Leads key internal stakeholders through an issue resolution discussion
- Advises business leaders of trends in customer feedback, themes from UG meetings, retention, satisfaction, risk and reference-ability
- Leads in person and virtual client meetings
- Work with providers in the North and South Dakota markets in the role of Senior Advocate
- Assist in end-to-end provider claims issue resolution and process education
10
Experience For Senior Customer Experience Advocate Resume
- Identify gaps in network composition and services
- Coach and provide feedback to others
- Individual contributor (no direct reports) subject matter expert - reports directly to Manager/ Senior Manager
- Oversee the daily assignment of cases and provide direct case coverage as needed
- Serve as a resource for staff on routine questions and procedures
- Perform quality audits and partner with manager to review key metrics with team
- Assist manager with clinical chart audits as needed
- Provide coverage when manager is in meetings or out of the office
List of Typical Skills For a Senior Advocate Resume
1
Skills For Senior Care Advocate Resume
- Demonstrated ability in professional verbal and written communication skills
- Excellent customer service, interpersonal and problem - solving skill
- Effectively adapt to a changing environment / change agent for the team
- Experience customer service experience is REQUIRED
- Problem Solving: Identify root cause through effective questions and active listening. Drive for quick customer resolution
2
Skills For Senior Consumer Services Advocate Resume
- Experience leading project teams and providing evaluations and performance feedback
- Skilled at training and coaching staff
- Business Acumen: Experience/understanding of ecommerce business operations
- Flexible and adaptable: Ability to balance competing priorities in a variety of situations
- Software development experience building web, mobile and/or cloud applications
3
Skills For Office Of the Chairman Executive Service Senior Advocate Resume
- Experience providing conflict resolution
- Experience in Marketing and Ecommerce
- Previous experience with process evaluation and improvement, workflows and benchmarking
- Experience using incident management tools to resolve cases
- Experience specifically using Zendesk incident management tool
- Software development experience building mobile and/or cloud applications
- Strong understanding of Banking Regulations, Risk, and Compliance within the Financial Services industry
- Experience in a Claims and/or Provider Relations analytics role
- Experience with health care insurance programs and reimbursement methodologies for facility and professional claims
4
Skills For Claims Advocate Senior Resume
- Experience with Medicare, Medicaid and Commercial healthcare regulations
- Experience with claims resolution
- Experience with Medicare and Medicaid regulations
- Experience in strategic client management
- Knowledge of and experience with ITIL processes
- Post-licensure experience
5
Skills For Senior Patient Experience Advocate Resume
- Direct clinical experience with acute and community based psychiatric and chemical dependency treatment in various settings
- In a Care Advocate role or equivalent managed care experience
- Demonstrates mastery of OHBS policies and procedures
- Previous HEDIS data collection and medical record/chart review experience
- Managed care/utilization management experience
- Meets or exceeds requirements for Care Advocates, especially demonstrated strength in leadership and communication
- Demonstrated ability to take initiative and work collaboratively to resolve problems
- Data and vendor management experience
6
Skills For Senior Workforce Business Advocate Resume
- Experience as a team leader; ability to complete projects through a variety of different people in various
- Business analytics/contact center and/or WFM experience
- Workforce Management (WFM) experience
- Make effective and independent decisions
- Understanding of call software tools and programming requirements (e.g., CMS modifications, vector scripting, Afiniti, Intradiem
7
Skills For Senior Cloud Developer Advocate Resume
- Understanding of basic corporate financial practices and budget management
- Fraud/Waste/Abuse reporting, tracking and case information gathering
- Navigate multiple proprietary software applications; typing proficiency required
- Absorb and apply new and changing information
- Negotiation and Influence: Advocate on behalf of eBay and/or the customer
8
Skills For Senior Partner Advocate Resume
- Professional Communication: Professional verbal and written communications
- Marshals key internal company resources in the resolution of customer related issues/concerns
- Generates awareness and participation in client success programs such as user events, regional conferences, and faculty engagement sessions
- Acts as an information conduit from Blackboard and the industry to customers, providing latest information on both Blackboard products & services and industry trends
- Plan and manage implementation process for new customers coming onboard
- Objectively investigate a customer’s complaint, challenge current policies and procedures, employ innovative, solution oriented thinking, and ultimately provide a best-in-class Customer Experience as part of the complaint resolution process
9
Skills For Senior Employee Advocate Resume
- Retain ownership of a customer’s complaint until it is fully resolved
- With assistance from the Office of the Chairman management team, understand and support the division’s long term strategic objectives and independently offer valuable process improvement feedback
- Experience with educational technology solutions
- Seven or more years of claims experience in an insurance company, TPA or brokerage environment
- Travel within designated region of Ohio as needed to meet with consumers, providers, etc
- Reside in the state of Ohio
10
Skills For Senior Customer Experience Advocate Resume
- Experience, preferably in a technology focused position within a higher education sector, preferably in e-learning, instructional design or instructional technology management, institutional research, or media services
- Multitask and work independently in a fast paced, changing environment with minimal supervision, ultimately resolving complaints in the satisfactory manner
- Experience with end-to-end claims processing and issue resolution
- Knowledge of Power MHS
- Familiarity with UHG provider data and claims systems
- Familiarity with the South and or North Dakota markets
List of Typical Responsibilities For a Senior Advocate Resume
1
Responsibilities For Senior Care Advocate Resume
- Collaborate with management teams to ensure effective coordination of cases and proactively identify and resolve issues
- Experience in Claims and/or Provider Relations analytics
- Extreme attention to detail and excellent conflict resolution required
- Collaborate with other Senior Care Advocates to manage resources and ensure cross-functional process adherence
- Assist in resolution of escalated member and facility issues
2
Responsibilities For Senior Consumer Services Advocate Resume
- Reviews IP Census each day to determine which enrollees on the census are re -admits within the last 12 months
- Participates, coordinates, and/or represents BHO at community based organization events, clinic days, health department meetings, and other outreach events focused on quality improvement, member health education, and disparity programs as assigned
- Identifies population-based member barriers to care to identify local level strategies to overcome barriers and close clinical gaps in care
- Reports individual member quality of care concerns or trends of concern to the BHO Quality Manager
- Educates providers and office staff on proper clinical documentation and coding practices, state-mandated quality metrics specifications and medical record review criteria
- Supports continuum of member care by identifying members in need of health education and/or services (interdisciplinary consultation) and refers Providers to the appropriate internal departments for follow through
- Documents and refers providers’ non-clinical/service issues to the appropriate internal parties, to include but not limited to Provider Relations, etc
- Works with Providers on standards of care, and advises Providers on established clinical practice guidelines, and appropriate documentation and coding consistent with state specific measures and technical specifications
- If required, supports state specific medical record collection and abstraction processes to drive optimum measurement and quality metric reporting during ambulatory medical record review, HEDIS data collection, or for other focus studies as directed by Quality Leadership
3
Responsibilities For Office Of the Chairman Executive Service Senior Advocate Resume
- Individual contributor (no direct reports)
- Provide coverage when managers are in meetings or out of the office
- Assist in resolution of escalated member or case issues
- Monitor IEX and CMS for call volume, stats, CA adherence
- Recommend areas for process improvement and assist with development and implementation of new processes
- Support Network Management and Providers from our office locations, in the field, or regular onsite visits with Providers
4
Responsibilities For Claims Advocate Senior Resume
- 20%-Responsible for external resource management. Manages outside vendors to ensure execution of programs and tactics on time and within budget. Manages projects and the allotment of money to meet
- Budgetary and segment goals
- Coordinate and execute WFM tasks and initiatives
- Monitor key metrics and understand root cause of variation
- Attends and facilitates client meetings, claim reviews and vendor visits; reviews claim status, action plans, and reserves using advanced problem resolution skills
- Provides status reports to clients and keeps Account Executive and Claims Manager informed
- Actively researches and obtains claims data from claim carriers and challenge adjusters as warranted while advocating the best possible outcome for clients in accordance with service standards
- Targeted Quality Improvement through Medical Record Review
5
Responsibilities For Senior Patient Experience Advocate Resume
- Consistently meets or exceeds metrics, deadlines, completes projects, and manages multiple tasks
- Able to offer feedback and positively resolve conflict
- Internalize and apply feedback from manager/supervisor to improve performance and minimize errors
- Multitask between different systems and case
- Current unrestricted RN or LCSW license in the state of Nevada
- Contribute to the organization's efforts to eliminate the racial and ethnic disparities in organizational performance
6
Responsibilities For Senior Workforce Business Advocate Resume
- Service in current position within A&T member team
- Departments who do not directly report to the team leader
- Intermediate level of proficiency with NICE IEX Workforce Management system and Avaya Call Management System (CMS) or Genesys ACD
- Evaluating the current learning support services for University of Cincinnati with a focus on service experience excellence and looking for opportunities to further support the University of Cincinnati community via the Blackboard Student Services support desk
- Understand faculty and student help desk support needs and improve satisfaction levels
- Providing root cause around escalations and continually assessing call drivers into the Bb help desk and creating strategies to address unresolvable tickets/cases
- Service University of Cincinnati and the Blackboard Student Services Implementation as a level 2 resource
7
Responsibilities For Senior Cloud Developer Advocate Resume
- Operational success of Blackboard Student Services strategic relationship with appointed University or College
- Oversee onsite team(s) with regards to performance and regular workload
- Provides PBM/Pharmacy member-focused support to internal/external constituents
- Production of BI alerts, clients solutions updates and member notifications
- Walk members through programs, Scrip World tools and resources to support better health care consumer behaviors
- Healthcare Reform (HCR) mandates/regulations/drug list updates management and notifications
- PBM Business Intelligence Team member/client pharmacy issue triage & escalation
8
Responsibilities For Senior Partner Advocate Resume
- Rx and Clinical Program member-centric initiatives (coupon programs, member educational outreach, program change notifications to members, etc.)
- Drug recall/shortage management and notifications
- Marshal and lead cross functional internal resources to solve customer issues
- Set client expectations and provide clients with timely feedback
- Broaden and deepen the client relationship through proactive outreach
9
Responsibilities For Senior Employee Advocate Resume
- Share client feedback with the business
- Address root cause of customer problems to avoid reoccurrence and make it easier for our customers to do business with us
- Creatively solve members problems and have desire to help and advocate for them
- Build team cohesion
- In online travel
- Serves as subject matter expert (SME) for assigned HEDIS/State Measures, leads efforts with clinical and analytical teams to research and design educational materials for use in practitioner offices; serves as liaison with key vendors supporting HEDIS/State Measures; consults with vendors to design and implement initiatives to innovate and then improve HEDIS/State Measure rates
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