NATHALIE J.

CHRISTMAS
120 Hemingway St. Unit A-1 (203) 466-3109
New Haven, CT. 06513 nathaliechristmas@sbcglobal.net
SUMMARY
Over 13 years of experience in a health care environment with a strong backgroun
d in customer service and outreach, providing access to care for customers. Pro
ven results in bringing 74 % members back into care. This included:
* Bilingual Communication * Connecting to Services
* Documentation * Assessments
* Referral Inventory * Outlining of Benefits
Fluent in Spanish, working knowledge of Italian, bilingual customer service expe
rience and outreach service, excellent oral and written skills, administrative s
kills, and teamwork.

PROFESSIONAL EXPERIENCE
ANTHEM BLUE CROSS & BLUE SHIELD, North Haven, CT 1995 - 2009
Outreach Specialist (2000-2009)
* Provided Bilingual communication to English and Spanish speaking members via t
elephone, and written translations.
* Involved in connecting members to services available in their community.
* Developed a manual to train new outreach specialist, which was later used
as a base to create a more comprehensive manual to train care coordinators.
* Assisted the Appeals Committee in the resolution of claims payment.
* Conducted Assessments for prenatal, renal, and asthma.
* Maintained inventory on the number of renal referrals to nurses.
* Helped reduced the usage of the E.R. by almost 40% for non-emergent situations
by connecting member to the primary care doctor.
* Reduced downtime by suggesting the use of a shorter assessment prenatal form,
which resulted in reaching 20% more members.
Customer Service Rep. (1995-2000)
* Coordinated resolution of telephone and written customer inquiries, regarding
health care delivery.
* Provided English to Spanish translations of educational, health related, and p
romotional literature.
* Participated in taskforce to transition telecommunication system for automated
tracking of customer service.
HYDE LEADERSHIP SCHOOL, New Haven, CT
Spanish Teacher (1992-1994)
* Instructed high school students Spanish, in addition, devised lesson plans, wh
ich kept the students, engaged, by using methods that included visual, tactical,
and auditory materials.
* Implemented a syllabus, which was instrumental in keeping students on track.
* Assisted students and parents as an advisor in the resolution of issues affect
ing the student in class.
* Provided bilingual communication to Spanish speaking parents.
* Developed and provided a written monthly progress report to keep parents infor
med of their children advancement in class. In addition, made recommendations f
or student further development.
NORWALK COMMUNITY TECHNICAL COLLEGE, Norwalk, CT
Spanish Instructor (July 1994-August 1994)
* Taught a Spanish summer course to students using culture and grammar in real-l
ife scenarios, created lessons, exams, and overall classroom management.
AMITY REGIONAL JUNIOR HIGH SCHOOL, Orange, CT
Instructor (1992-1993)
* Taught conversational Spanish and culture to adults using authentic materials
as well as the creation of tailored lessons and exams.
EDUCATION AND TRAINING
Southern Connecticut State University, New Haven, Connecticut
B.S. in Spanish, 1988
Middlebury College, Middlebury, Vermont
M.A. in Spanish, 1989
University of Phoenix-Online, Phoenix, Arizona
M.A. Ed. in Adult Education and Distance Learning, 2005
Professional Career Development Institute, Norcross, Georgia
Certificate in Medical Transcription, 2006
AWARDS / AFFILIATIONS
World Peace Scholarship
Certificate of Internship
Medical Terminology Certificate
SPECIAL SKILLS
Microsoft PowerPoint, Microsoft Word, Corel WordPerfect, Microsoft Excel,
Netscape Compose, and Microsoft Notepad.