Aja Terrell
@ajaterrell
Dynamic customer service professional with healthcare administration expertise.
What I'm looking for
I am a dedicated customer service professional with over five years of experience in healthcare administration. My background includes a strong focus on enhancing member services and streamlining operations through effective problem-solving and analytical thinking. I have a proven track record of improving member satisfaction and operational efficiency by utilizing multiple software systems and meeting government-mandated timelines.
Throughout my career, I have excelled in roles that require exceptional communication skills, both internally and externally. I have managed inbound and outbound calls in fast-paced environments, ensuring that all interactions are documented clearly and accurately. My experience includes handling prescription drug reimbursement processes, Medicare benefits, and appeals processing, where I have consistently met or exceeded quality standards.
As I continue to grow in my career, I am eager to leverage my skills in a challenging role that allows me to contribute to a team focused on delivering high-quality service and support to members. I thrive in environments that value collaboration and innovation, and I am committed to fostering positive relationships with clients and colleagues alike.
Experience
Work history, roles, and key accomplishments
Representative II, Med D Prior Auth IB Phone Tech
ICONMA Staffing/CVS Health – Caremark
Oct 2024 - May 2025 (7 months)
Managed prescription drug reimbursement processes, including prior authorizations and appeals. Handled inbound and outbound calls, providing excellent service to providers, patients, and partners while documenting cases clearly and accurately.
Concierge Experience Member Associate
Alignment Healthcare
Jun 2023 - Jun 2024 (1 year)
Conveyed plan procedures, benefits, and essential details to members, handling requests for provider changes, transportation, or other assistance. Addressed complaints and ensured all incoming calls were answered within departmental average time frames.
Customer Care Associate/Medi-Calrx
Magellan Healthcare
Oct 2021 - Jan 2023 (1 year 3 months)
Assisted clients and providers with programs, policies, and procedures, managing incoming calls to confirm eligibility, advise on benefits, and authorize services. Conducted insurance verification, pre-certification, and pre-authorization tasks efficiently.
Benefits Representative/Customer Service Representative
Manpower / New York State Department of Labor
Mar 2021 - Jul 2021 (4 months)
Provided excellent customer service in a remote setting, answering 80 to 100 calls daily regarding unemployment benefits registration and applications. Processed claims and assisted applicants in filling out forms.
Remote Tier 1 Agent /Customer Service Representative
Senture California EDD
Sep 2020 - Mar 2021 (6 months)
Provided exceptional customer service in a remote setting, managing 80 to 100 calls daily regarding EDD registration and unemployment benefit applications. Processed claims and guided applicants through form completion.
Dispatcher/Customer Service
KLTS - Worldwide Transportation
Jul 2019 - Nov 2019 (4 months)
Scheduled and dispatched chauffeurs and premium transportation vehicles, addressing issues promptly and accommodating customer requests. Meticulously documented task details and maintained complete and accurate records.
Customer Service Representative/Call Center
Quest Diagnostics
Sep 2018 - Nov 2018 (2 months)
Upheld excellent verbal and written communication abilities, utilizing soft skills and customer service acumen to address a broad spectrum of issues and escalations. Complied with PII and HIPAA regulations for patient interactions via phone or email.
Education
Degrees, certifications, and relevant coursework
Educational Cultural Complex
Certificate, Accounting/Business Office Management
2016 - 2017
Studied Accounting and Business Office Management, gaining foundational knowledge in financial record-keeping and office administration. Developed skills essential for managing business operations.
Everest College
Diploma, Medical Assisting
2008 - 2009
Completed a Medical Assistant Diploma program, acquiring skills in clinical and administrative tasks in a medical office. Prepared for assisting healthcare professionals.
Northwest Career College
Certificate, Medical Billing and Coding
2025 -
I will complete a program in Medical Billing and Coding, acquiring skills in processing medical claims and understanding healthcare coding systems. I will focus on accurate documentation and reimbursement procedures.
New Regal Health Career
Certificate, Nursing Assistant/Home Health Aide
2010 - 2010
From June 2010 to August 2010 I obtained certification as a Certified Nursing Assistant and Home Health Aide. Focused on providing direct patient care and assistance in various healthcare settings.
Northwest Career College
Associate of Science, Healthcare Administration
2025 -
I will complete a program in Healthcare Administration, focusing on the operational and administrative aspects of healthcare facilities. I will gain knowledge in managing healthcare services and systems.
Los Angeles Urban League
Certificate, Computer Applications
2006 - 2007
Participated in the AT&T Digital Computer Academy, focusing on Microsoft Office proficiency. Developed essential computer skills for professional environments.
Crenshaw Adult School
GED, General Education
2006 - 2006
Obtained a General Education Development (GED) credential, demonstrating proficiency in core academic subjects. This credential is equivalent to a high school diploma.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Salary expectations
Job categories
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