Angela Flinn

NDPERS Public Employees Retirement System

Dec 2020 – Jul 2022

Bismarck, ND

Member Service Representative Admin Services II

Provide courteous, immediate, and accurate response to PERS member's telephone inquiries regarding PERS benefit programs and promote favorable image of PERS to all who contact the Member Service Representative in a call center environment. Responding to member's inquiries by written or verbal communication. Maintain general working knowledge of plan benefits, policies, and rules for PERS defined benefit & defined contribution plans, Highway Patrol, Judges, and National Guard/Law Enforcement retirement systems, Section 457 deferred compensation plan, and group health, life, dental, vision, and long-term care plans, and Section 125 flexcomp plan. Identify and assess members' needs and provide accurate explanation through application of plan provisions and agency policies or rules by referring to reference materials or manuals or accessing appropriate database or web site. Evaluate inquiry and determine whether a written or verbal response is required and initiate appropriate action. Redirect inquiries outside scope of expertise to appropriate department personnel. Research inquiries requiring investigation and follow-up within 3 business days by either written or verbal communication. Attend training and education sessions to remain current on PERS program changes. Maintain and update reference materials or manuals within 45 days of change.

Blue Cross and Blue Shield

Jun 2014 – Jul 2015

Great Falls, MT

Customer Service Advocate I

Conducting research, working with Providers who call in requesting benefits or eligibility in regard to a patient, effective listening skills, ability to work on the telephone for a scheduled shift, telephone skills, being able to handle situations as they arise during a call, ability to multi-task, obtain effect and correct benefits and or eligibility to a provider, confidentiality, being able to problem solve. Provides assistance, service and education to all internal and external providers. Ensure accuracy and timeliness in responding to a variety of inquiries. Processes and resolves customer issues with varying complexities, which may include system updates and/or research. Possess and maintain basic knowledge of insurance terms and practices. Relaying and gathering appropriate information to and from internal parties to resolve issues or discrepancies. Determine proper resources and databases to address specific inquiries or gather specific plan details for providers.

Great Falls Public School District

Aug 2013 – May 2014

Great Falls, MT

Peer Tutor

Working with children who are at-risk, teaching social skills, phone log documentation, working with teachers, communication between other members within the treatment team. Working with a licensed teacher in a self-contained classroom with at-risk youth (7 & 8th grade) assisting with homework, student pick up, confidentiality, answering phone, working with others on team (student), general office work (copies, printing). Being able to de-escalate youth through verbal communication.

Skills

Languages