Traci Rivers

Experience

• 

  US Navy

  Jan 2003 - Sept 2008

  Command Ombudsman

  Supported executive level decision makers by acting as a liaison between 5000+ family members and United States Naval Command staff.Built and managed external partnership with outside agencies, including the American Red Cross,Military One Source, Fleet and Family Support Center, Navy Relief, and numerous other for profit, non-profit, and non-governmental organizations (NGO).Managed an emergency notification database of more than 2500 family members in support of 5000+ sailors during deployments.Excellent written, communication, typing, and proofreading skills; created and managed the monthly newsletter, The Gipper Gazette.Provided around the clock availability to family members in need of critical assistance, during ship’s movements or otherwise. Show less

• 

  Constant Contact

  Sept 2014 - Sept 2015

  Provide support to various Constant Contact departments in regards to billing issues. Consistently works with for-profit, small business, and non-profit organizations to manage their email marketing needs; recommends price point vs. needs for client budgeting purposes. Serves as a liaison between the company and the clients we serve. Consistently receives high praise on customer surveys for advocating on their behalf. Assists with training, mentoring, and coaching new hires on billing policies and procedures.Research and resolve complex billing issues and escalate cases when appropriate.Conducts analysis and reporting of trends in calls, cases, and chat volume for the Billing Team.Identify cancellation reasons and overcome objections in an effort to retain customers.Utilize retention strategies and client surveys to increase customer satisfaction rate.Achieved a level of productivity that is evenly balanced between quantity and quality-resultingin a 60% non-cancellation rate.Conducts fact-finding measures from directives, guidance and knowledge based materials to resolve client billing and technical marketing issues. Show less

  • Billing Specialist

    Dec 2014 - Sept 2015

  • Customer Engagement Specialist

    Sept 2014 - Dec 2014
• 

  Brown & Brown Absence Services Group

  Sept 2015 - Sept 2017

  Client Advocate

  Advocate for claimants who are seeking Social Security disability; my goal is to help maintain and improve our client's economic prosperity. I also create trusted relationships with our clients by informing them of the Social Security application process by providing prompt and detailed claim management.Manage incoming and outgoing calls to ensure timely processing while delivering quality service and resultsComplete disability applicationsMaintain quality standardsCollaborate with Client Specialists to ensure all status updates are relayed to clientsEnsure a high level of client satisfaction Show less

• 

  Fidelis Care - New York

  Feb 2018 - Aug 2018

  Member Services
• 

  EmblemHealth

  Sept 2018 - Aug 2019

  Dental Customer Service Representative
• 

  Accredo by Evernorth

  Dec 2019 - Aug 2021

  Patient Access Representative
• 

  Magellan Health

  Sept 2021 - now

  Provider Services Associate

  Prior Authorization Rep