Christina Papak
Canonsburg
Summary
Accomplished Aetna professional with a proven track record in records organization and management, recognized for delivering exceptional customer service. Demonstrated expertise in driving efficiency improvements while maintaining confidentiality, complemented by strong administrative skills and effective team collaboration. Awarded for innovative process enhancements, leveraging technology to consistently exceed operational goals.
Overview
16
16
years of professional experience
Work History
Front Desk Coordinator
The Health Club at Southpointe
Canonsburg
11.2024 - Current
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Provide laundry service for members to use towels while at the club
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Maintained cleanliness of front lobby area as well as the entire health club
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
Travel and Expense Administrator
Black Box Network Services
Lawrence
01.2016 - 04.2018
- Audited expense reports submitted by Black Box employees on Certify to ensure they are in compliance with the corporate travel and expense policy
- Created group and individual training programs for the expense report submission process and the travel and expense policy
- Administered corporate credit cards to qualified employees as well as audited credit card activity to ensure the accounts were being paid timely and used for business purposes only
- Acted as the single point of contact for all inquiries regarding expense reports, credit cards and corporate policies
Medicare Part C Complaints and Appeals Analyst
Aetna
Pittsburgh
10.2015 - 01.2016
- Reviewed incoming member and provider appeal requests to ensure all information and documentation meet company and regulatory requirements
- Researched claim processing to verify accuracy of the claim payment, member eligibility and plan benefits, billing and payments status prior to initiation of the appeal process
- Responsible for coordination of all components of complaints and appeals including providing member and provider final resolution
- Completed diligent follow-up on complaint and appeal cases to ensure resolution is reached within established company and regulatory timeframes
Senior Intake Specialist
Zoll LifeVest
Blawnox
01.2013 - 10.2015
- Prepared and distributed the daily work load for staff to ensure organizational productivity standards were met and exceeded regularly
- Provided staff with the training, tools and resources needed to successfully complete their work based on management standards
- Completed quality reviews on individual team member’s work to ensure they were completing processes and assignments to the expectations established by management
- Organized bi-weekly team meetings to provide staff with the most up to date information on processes and business expectations
- Assisted the sales team with inquiries and escalated orders to ensure they are completed in an efficient manner to ensure revenue will be obtained
Billing Quality Specialist
Apria Healthcare
Canonsburg
09.2010 - 01.2013
- Reviewed patient’s durable medical equipment prescriptions for accuracy and completeness to ensure they met Medicare guidelines
- Reviewed, organized, and obtained patient medical documentation to present a qualifying case for Medicare coverage of durable medical equipment
- Pre-qualified potential patients for coverage of respiratory, sleep apnea, and home medical equipment
- Awarded the Certification of Excellence by management for providing innovative ideas that would making processes more efficient and accurate as well as having the skills and knowledge to assist other departments in managing their workload
Customer Service
iMortgage Services
Bridgeville
03.2009 - 09.2010
- Coordinated with loan officers and appraisers to assist them in the housing appraisal process
- Trained new employees on customer service procedures, the steps of the appraisal process, using company systems, and how to receive and execute new orders
- Appointed Customer Service Contact for three accounts, which included addressing issues, questions, or concerns exclusively for three clients regarding home appraisals that had been requested
- Acknowledged by management on several occasions for providing excellent customer service and being a dynamic team player
Education
Cosmetology License -
Bella Capelli Beauty Academy
Pittsburgh, PA01.2007
Clarion University
Clarion, PA09.2003
Community College of Allegheny County
Pittsburgh, PASkills
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Internet Explorer
- ACIS
- RUMBA
- Certify
- Concur
- Data entry
- Typing
- Filing
- Copying
- Call center skills
- Creating spreadsheets
- ICD-9
- Medical terminology
- Records organization & management
- Sales
- Customer service
- Expense reporting
- Phone call direction
- Staff supervision
- Recordkeeping expertise
- Confidentiality
- Calender managem
- Administrative skills
- Visitor monitoring
- Greeting visitors
- Cash handling
- Scheduling appointments
- General housekeeping
- Guest services
Timeline
Front Desk Coordinator
The Health Club at Southpointe
11.2024 - Current
Travel and Expense Administrator
Black Box Network Services
01.2016 - 04.2018
Medicare Part C Complaints and Appeals Analyst
Aetna
10.2015 - 01.2016
Senior Intake Specialist
Zoll LifeVest
01.2013 - 10.2015
Billing Quality Specialist
Apria Healthcare
09.2010 - 01.2013
Customer Service
iMortgage Services
03.2009 - 09.2010
Cosmetology License -
Bella Capelli Beauty Academy
Clarion University
Community College of Allegheny County