LeAnn Penry
Indianapolis,IN
Summary
Certified, entry-level Emergency Medical Technician with educational background adept at learning processes associated with assessing emergencies and delivering exceptional problem-solving and decision-making processes. Highly-skilled emergency services professional calmly and quickly assesses medical situations.
Overview
29
29
years of professional experience
1
1
Certification
Work History
ECOB III
Elevance
12.2017 - Current
- Responsible for researching and investigating other coverage for all of the company's groups and members. Performs multi complex functions and interprets complex rules, laws and contracts. Accountable for end-to-end functionality on every Coordination of Benefits (COB) function including reconciliation of claim, membership and accounting.
Operations Expert
Anthem BCBS
08.2015 - 12.2017
- Provides technical direction, guidance and resources to customer service associates on a day-to-day basis. Serves as a first line resource for customer service associates, provides operational training, assists associates by answering day-to-day technical questions, encourages a teamwork environment, monitors inventory to ensure workflow remains uninterrupted, handles complex case research and resolution, reviews, interprets and maintains records of service level, quality, accuracy, and productivity, reviews department policy and procedure manuals for accuracy, works with training department to ensure procedures and policies are accurate and complete.
- ECOB III 12/17-present
Consumer Service Associate
Anthem BCBS
11.2013 - 08.2015
- Responsible for assisting national marquee client(s) with the Anthem at Your Service Model. Understands and communicates the benefit design packages to members as defined by employer. Interacts with members verbally and in written form to ensure appropriate engagement is achieved. Interprets plan benefit design, resolves claim, benefit, and enrollment issues while making a connection during the contact. Assist in increasing member’s engagement in appropriate programs and offerings. Acts as trusted advisor and educator on health care related inquiries.
Customer Service Representative II
Anthem BCBS
09.2013 - 11.2013
Customer Service Representative I
Anthem BCBS
10.2012 - 09.2013
- Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Analyzes problems and provides information/solutions. Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database. Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Researches and analyzes data to address operational challenges and customer service issues. Provides external and internal customers with requested information. Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature. Uses computerized systems for tracking, information gathering and troubleshooting. Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims. Seeks, understands and responds to the needs and expectations of internal and external customers. Required to meet department goals.
Policy Administration
Golden Rule
01.2007 - 01.2010
- Process new insurance policies, modifications to existing policies, and claims forms. Obtain information from policyholders to verify the accuracy and completeness of information on claims forms, applications and related documents, and company records. Update existing policies and company records to reflect changes requested by policyholders and insurance company representatives. Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Imaging Representative
DCM
01.2005 - 01.2007
- Responsible for performing a variety of duties to support the imaging operations function; coordinating work within the department, as well as with other departments and units; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.
Customer Service
ATA
01.1997 - 01.2005
- I did many different jobs at ATA. I started as a call center agent providing customer service on the phones. From there, I was a Senior Reservation Agent where I worked as a helpdesk for the reservation agents and also ran the daily operation of the call center. Then, I worked at the airport providing customer service to the many customers. This included assisting customers with check-in, purchasing tickets, and boarding planes.
Education
Diploma -
Plainfield High School
Plainfield, INGraduate Certificate - EMT
IEMS
Indianapolis, IN06-2025
Associates Degree - Business
Indiana Wesleyan University
Indianapolis, INMedical Assistant -
Indiana Business College
Indianapolis, INSkills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Time management
- Dependable and responsible
- Multitasking
- Excellent communication
- Critical thinking
- Calm under pressure
- Active listening
- Verbal communication
Certification
- Certified EMT, NREMT - 2025
Timeline
ECOB III
Elevance
12.2017 - Current
Operations Expert
Anthem BCBS
08.2015 - 12.2017
Consumer Service Associate
Anthem BCBS
11.2013 - 08.2015
Customer Service Representative II
Anthem BCBS
09.2013 - 11.2013
Customer Service Representative I
Anthem BCBS
10.2012 - 09.2013
Policy Administration
Golden Rule
01.2007 - 01.2010
Imaging Representative
DCM
01.2005 - 01.2007
Customer Service
ATA
01.1997 - 01.2005
Diploma -
Plainfield High School
Graduate Certificate - EMT
IEMS
Associates Degree - Business
Indiana Wesleyan University
Medical Assistant -
Indiana Business College
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