Ellen Banning is seeking a position that utilizes her skills in customer service, complaint resolution, and root cause analysis. She has over 15 years of experience in customer advocacy and claims processing roles. Most recently, she has worked as a Suite Catering Administrator for Aramark, where she assists with catering orders and ensures guest satisfaction. Prior to that, she spent over 10 years handling Medicare appeals and customer issues for Independence Blue Cross.

1. Ellen Banning
1814 S. Etting St.
Philadelphia, PA 19145
Ellenbanning1@yahoo.com
267-257-7976
My goal isto become associatedwithacompanywhere Ican utilize myskillsandgainfurther
experience,whileenhancingthe company’sproductivityandreputation.
Areas of Expertise
 CustomerAdvocate
 ComplaintHandling&Resolution
 FollowupwithResolution
 ResearchandRoot Cause Analysis
 Resourceful andProActive
 Excellentcommunicationskills,organizationskills,andattentiontodetail
Professional Experience
Aramark – Suite Catering Administrator 02/2016 to the present
Major Responsibilities:
• Maintains a Guest focus while performing duties
• Assist guests in placing their advance order and plan their event day experience
• Administrate catering orders for all suite owners and rentals at US Bank Stadium
• Communicate the event day needs to the production and service staff
• Communicate any special requests or needs to the culinary team in order to satisfy the guest
and create a memorable experience
• Aid in implementation and adherence to all Aramark catering initiatives and guidelines.
• Maintain a professional image
• Complete special projects as needed

2. Independence Blue Cross —Philadelphia, PA
Medicare Appeals Specialist 10/2013 to 1/2015
Major Responsibilities:
 Responsible forreviewing,analyzingandprocessingpoliciesrelatedtoclaimseventsto
determine the extentof the company'sliabilityandentitlement.
 Conductsinvestigationandreview of customergrievancesandappealsinvolvingprovisionof
service andbenefitcoverageissues.
 Contactscustomersto gatherinformationandcommunicate dispositionof case;documents
interactions.
 Generateswrittencorrespondence tocustomerssuchasmembers,providersandregulatory
agencies.
 Researchesadministrative ornon-clinical aspectsof the appeal,e.g.eligibility,benefitlevels,
overall adherence topoliciesandpractices.
 May make decisiononadministrative appealswhereguidelinesare well documentedand
involve limiteddiscretion.
 Preparesfilesforinternalorexternal reviewbyanalysts,medical staff oroutside consultant.
 Triagesclinical andnon-clinical inquiries,grievancesandappeals,preparescase filesformember
grievance committees/hearings.
 Summarizesandpresentsessential informationfor the clinical specialistormedical directorand
or legal counsel.
Primary Account Contact 5/2003 to 10/2013
Major Responsibilities:
• Researchissues:create/maintainlogsandspreadsheetstotrackissues.
• AssistotherTeamMembersbyanswering questionsandservicingcallsinahighcall volume call
center.
• Collaborate withMarketingaswell asvariouslevelsof Managementtoaddressmember/group
issues.
• Establish contactswithproviders,collectionagencies,andotherBCBSPlanstoprovide
resolutiontocustomerissues.

3. Customer Service Rep 9/2002 to 5/2003
Major Responsibilities:
InboundandOutboundrequestsforthe following:
• Claimsinquiries
• Billinginquiries
• Issue resolution
• Triage to CustomerService,ProcessServicesandSupportingFunctions
• Eligibilityandbenefits
• Takingpayments
• Pre-Authorizationrequirements
• Triage
PC and Technical Skills:
• Detailedknowledge of the AmeriHealth,HMO,PPO,CMM andTraditional line of business.
• Detailedunderstandingof functionsrequiredinclaimsandmemberservicepositions.
• Knowledgeof claimsprocessinginthe applicableadjudicationsystems.
• Advancedknowledge of Blue CardprocessingandITSguidelines.
• Advancedknowledge of the SLIQ/MHSSystem, Planmate,ITS,Oscar/Mainframe,Blue Square,
and CIS.
• Advancedknowledge of Medicare supplemental benefitsandcompliance issues.
• Excel.
• Microsoftword.
Education
Saint Maria Goretti,HS — Philadelphia,PA 9/1977-6/1981
HighSchool Diploma Major: business