The document provides a summary of Phenzl's qualifications and professional experience in data collection, research, analytics, and health insurance administration spanning 17 years. Phenzl has extensive experience managing projects and employees, and is highly skilled in Microsoft Office, testing, customer service, and analyzing and improving processes. Phenzl's most recent role was as a Testing Analyst at TMG Healthcare, where responsibilities included testing, managing employees, and providing superior customer service.

1. 907 MOOSIC STREET
SCRANTON, PA 18505
570.904.4969
PHENZL@YAHOO.COM
~ Data Collection, Research & Analytics ~
PROFILE OF QUALIFICATIONS
 Offering 17 years of diverse Health Insurance administrative experience with special focus on
customer and client care
 Highly focused individual capable of managing the ongoing tasks of large projects as well as
managing employees
 Detail oriented with an eye for improvement and streamlining; dedicated to boosting company
success through superior service
 Extensive experience working with all Microsoft Office programs along with working knowledge of
many specialized and homegrown applications
 Excellent organizational and presentational skills along with the ability to multitask
PROFESSIONAL EXPERIENCE
TMG Healthcare – Scranton, PA 2002-2015
Testing Analyst III C.T.F.L
• Throughout the last 12 years has had experience with all the Services TMG performs for every
client; has been exposed to all of the clients that TMG services as well as has a working
knowledge of almost every application TMG utilizes
• Obtained in-depth knowledge of the System Development Life Cycle from over 8 years of Testing
Analyst experience; gaining a comprehensive understanding of functional & business
requirements and of technical design and mapping documentation
• Proven ability to effectively formulate test plans and strategies; as well as can efficiently prepare
and execute test scripts
• Constantly looking for creative ways to improve processes by leveraging the few tools that were
available such as SQL and Excel to increase proficiency to work smarter by cutting down the
number of manual tasks that could be performed systematically
• Previously managed up to 40 employees in the claims and customer service departments where
duties included but were not limited to: Quality checking employees’ work, performing monthly
and yearly reviews, tracking and organizing employee records, recording attendance, submitting
per piece payroll through HR and hourly employees payroll through ADP; initiating disciplinary
action when deemed necessary, providing constructive criticism, coaching and up-training
• Specializing in customer and client service, consistently providing high levels of service and
resolving all issues and inquiries with courtesy; devoted superior attention to customer feedback
and quality control
• Continually working with various teams by identifying inadequacies in various procedures and
contributing suggestions on how to improve them along with assisting in documenting
departmental policies and procedures; creating many personal job-aids/workflows that have been
shared freely with my coworkers
• Thoroughly understands of all types of insurance coverage ranging from Individual and Group
Commercial plans to Medicare, Medicaid and dual products
• Received many positive reviews and customer feedback as well as received awards &
recognition for hard work and dedication from TMG and from one of TMG’s most demanding
clients
Cigna Healthcare – Scranton, PA 2000-2002

2. Customer Service Representative II
• Expertly compiled data from seven separate databases to provide benefit, claim, and eligibility
information in an extremely fast-paced, stressful and constantly evolving environment
• Received a 6-week training course which provided a thorough understanding commercial
insurance guidelines along with each commercial insurance plan structures and how they differ
from each other. It also provided in depth details on how to translate the specific verbiage
provided in the benefit summary for each benefit category
• The training course also covered how all of these commercial plan types Coordinate Benefits with
each other and/or how to establish any third party liability
• Worked closely with members, providers, and clients to ensure satisfaction and a high level of
personalized service as efficiently as possible without sacrificing quality
• All employees were closely monitored to ensure performance metrics such as average talk time,
handling time and hold time met office standards and their monthly Call Quality average of 95%
or above is achieved; as well as employees’ break, lunch, facility and any non-call times were
carefully tracked as employee availability was expected to be 97% of their shifts or above with a
schedule adherence of 90%. If any of the above referenced metrics were not met that month
progressive action was taken.
Mercy Hospital – Scranton, PA 1999-2001
Admissions Clerk
• Main position held was Inpatient Admissions with following job responsibilities:
o Room inventory and maintenance which included supervising the cleaning crew to ensure
when discharges occurred that every room was promptly cleaned and readied for
incoming patients while guarding their break/lunch times
o Kept all departments up-to-date with detailed communications in order to provide for the
routing and care of all patients
o Responsible for assigning beds based on the patient’s diagnosis and the floor’s staffing
resources
o Calling the patient’s insurance company to pre-certify admissions
o During slower periods pre-registering patients & creating charts for various outpatient
treatment and services
EDUCATION
Penn State University
Associates, Liberal Arts: Science & Humanities; 2002
REFERENCES
Name: Mrs. Sarah Franchetti
Relationship Type: Professional / I worked with her at TMG Health
Phone/Contact: She is now Director, Healthcare Industry Principal at Pegasystems
Name: Mrs. Jill Grogan
Relationship Type: Professional / I worked with her at TMG Health
Phone: 570 344 9237 x 73051
Name: Ms. Linda Crambo
Relationship Type: Professional / I worked with her at TMG Health (she no longer works there)
Phone: 570 212 0470
Name: Miss Ashley Wilson
Relationship Type: Professional / I worked with her at TMG Health
Phone: 570 954 0551