JUDITH HEISLERInsurance, Banking, and Financial Services

Representative

PerformanceAward Winning Customer ServiceHighest Level of Achievement in Quality and AccuracyCustomer Satisfaction

Internal and External Customer Satisfaction

If we do not satisfy our Customer, someone else will.

“I received a voice mail from Nikki, who is a union rep with xxx. She wanted to let me know that Judy was “exceptional” for them in the service she provided. There was an urgent issue with a member’s prescription which Judy resolved and Nikki indicated that “she went way above and beyond to help them out”…(Linda Lemoine, Operations Manager, Anthem Blue Cross and Blue Shield…06/18/2004).

· “Sue, Judith Heisler spells: TEAM WORK…I was having difficulties trying to pull a EOB for a Broker. Needless to say I was not getting anywhere. Judith volunteered to assist me, found the claims I was searching for. The process did take some time, and research. I wanted to say Thank You, Judith. (Cyndi Pettis, Team Supervisor, Anthem Blue Cross and Blue Shield…11/23/2004).

· I work in the Special Inquiries Unit and needed Judith’s assistance involving a case that went to the Ohio Department of Insurance. I am under a tight deadline and really appreciated the fact that Judith called me, explained the situation, and faxed all of the information to me. I’d just like to commend her.” (Audrey Carr, Special Inquiries Unit, Anthem Blue Cross and Blue Shield…07/10/2000)

· “Judy, Thanks for the appreciated assistance you provided to Audrey. Sometimes we take our internal customers for granted. I am proud that you gave the same effort to Audrey that you extend to the external customers you serve. (Kay Marder, Manager, Anthem Blue Cross and Blue Shield//Paragon Health System…07/11/2000). · “Customer Compliment: SID# xxxxxxxxx, FACETS xxx 15:16:22.230 Intake…”Mrs. Xxx says “thank you for all your help, you have been a true gem”. (ljm)

Customer Service AwardsThe Customer is Your Business

Top Five Agents Award (2007), Fifth Third Bank Corporation

Customer Service Award (July 1, 2004), Linda Lemoine, Manager, Anthem BCBS Customer Service Award (November 24, 2004), Diana Condon, Manager, Anthem BCBS Customer Service Award (January 16, 2001), Cindy Butler, Manager, Anthem BCBS Customer Service Award (April 8, 1998), Michael Johnson, Manager, Paragon Health System Customer Service Award (November 24, 1997), Michael Johnson, Manager, Paragon Health System

The above listed Scores and Awards are inclusive, however, not exclusive to the

many awards and recognitions received.

Communications AwardsListen, Determine, and Resolve

Perfect Score in MAGIC (May 17, 2002), Anthem BCBS Perfect Score in MAGIC (May 17, 2002), Anthem BCBS Perfect Score in MAGIC (May 17, 2002), Anthem BCBS Perfect Score in MAGIC (May 9, 2002), Cindy Butler, Manager, Anthem BCBS Perfect Score in MAGIC (July 14, xxxx), Anthem BCBS Perfect Score in MAGIC (July 14, xxxx), Anthem BCBS Perfect Score in MAGIC (July 14, xxxx), Anthem BCBS Perfect Score in MAGIC (August, xxxx), Anthem BCBS Perfect Score in MAGIC (April 19, 2002), Cindy Butler, Manager, Anthem BCBS Perfect Score in MAGIC (March 27, 2002), Cindy Butler, Manager, Anthem BCBS Perfect Score in MAGIC (August 15, 2000), Paragon Health System Perfect Score in MAGIC (August 15, 2000), Paragon Health System Perfect Score in MAGIC (August 15, 2000), Paragon Health System Perfect Score in Magic (November 29, 1999), Paragon Health System Perfect Score in MAGIC (October 22, 1999), Paragon Health System Perfect Score in MAGIC (November 3, 1999) Paragon Health System Perfect Score in MAGIC (November 3, 1999) Paragon Health System Perfect Score in MAGIC (October 13, xxxx), Paragon Health System

The above listed Scores and Awards are inclusive, however, not exclusive to the Many Awards and Recognitions received.

100% Quality and Performance Accuracy

Consistently Scored 100% on Internal and External Audits

for Quality and Accuracy during career with Anthem Blue

Cross and Blue Shield/Paragon Health System.

Professional Certifications and AchievementsYearn to Learn – Embrace Change

WORKER’S COMPENSATION CERTIFICATES

Professional Rehab: The Way Back to Work (DAYVOCRH301) Preventing Upper-Extremity Injuries (DAYPREVN370) Putting the Brakes on Employer Fraud (DAYPUTBR304) Effective Claims Management for Employers (DAYEFFEC991)

PROFESSIONAL DEVELOPMENT AND TRAINING The Leader in Each of Us (March 20, 2003), Anthem BCBS Handling Emotions Under Pressure (July 24, 2002), Anthem BCBS Institutional/Home Health Care University II (November 4-8, 1996), Procter and Gamble Company Facets Customer Service Adjustments Training (August 24, 2004 – September 2, 2004), Anthem BCBS Provider Inquiry Benefits and Eligibility Training (Fall 1997), Paragon Health System Blue Product Training (August 6, 2001), Anthem BCBS A.D. Banker Life and Health A.D. Banker Property and Casualty AIMS Customer Service Training (August 8, 2001), Anthem BCBS MAGIC Training (September 18, 1998), Paragon Health System Health Promotion and Disease Management…with a Score of 100% (July 16, 2004), Anthem BCBS QI Member Services Training (October 21, 2004), Anthem BCBS HIPPA Certification and Training, Anthem BCBS

Additional Training and DevelopmentMaking a Difference

Parent/Teacher Educational Series - Creative Problem Solving (April 16, 2002), Human Services Council of Butler County, Inc. Second Annual Safe Kids Strong Families Conference (September 27-29, 2001), Human Services Council of Butler County, Inc. The First Annual Safe Kids Strong Families Conference (September 18-21, 2000), Butler County Board of Commissioners

The above listed Certificates and Achievements are inclusive, however, not

exclusive to the many Professional Development Certifications and Achievement Recognitions that have been received.

Professional Volunteer ServicesReach Out – Expand Your Horizons

Anthem Blue Cross and Blue Shield’s Health Care Days at King’s Island

Taste of Cincinnati: Anthem Blue Cross and Blue Shield’s Health Care Promotions

Kid’s Expo (Cincinnati Convention Center): Diabetes and Asthma Health Care Management

March of Dimes United Way Fund Raising Committee Fine Arts Fund Raising Committee

Community ServiceGiving Back and Enriching your

Schools and Neighborhoods

Boy Scouts of America, Den Leader (Dan Beard Council) Inter-Faith Hospitality Network (IHN) Sunday School Teacher Vacation Bible School Leader Church Youth Music Ministry Committee Member Cincinnati Heart Mini-Marathon Lakota East High School Marching Band Parent Volunteer

Make the Most of It

Morning has Broken to a New Day and New Beginnings