Behavioral Health Service Representative resume example with 8+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Professional Summary
Professional Customer Specialist motivated to provide highest quality customer experience. Strong administrative and organizational skills. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution. Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Skills
Team Building/Team Player
Organizational Skills
Empathy/Customer Service
Coping/Flexibility
Accounting, Sales
Streamline, Scheduling
Benefits, Scripts
Billing, Shipping
Call center, Team Player
Content, Technician
Client, Phone Etiquette
Customer satisfaction, Phone
Customer Service, Troubleshoot
Customer support, Troubleshooting
Data base
Direction
Documentation
Email
Fax
Features
Filing
Forms
Functional
Insurance
Team Building
Listening
Excell
Excel
Microsoft suite
Outlook
PowerPoint
Network
Organizational Skills
People Skills
Personnel
Policies
Processes
Coding
Promotion
Quality
Education
Smith Center Jr Sr High SchoolSmith Center, KSExpected in 05/1993 ā āHigh School Diploma: - GPA:
University of KansasLawrence, KSExpected in ā āBachelor of Science:Biochemistry - GPA:
Work History
Motion - Behavioral Health Service Representative Seattle, WA, 07/2016 - 09/2020
In my roll as BHSR in a call center and remotely, assisted over 30 veterans daily by proactively entering new authorizations from Excel documents into proprietary software.
Contacting veterans to verify demographics and preferences.
Finding, Credentialing, Compiling, and building strong report with hundreds of providers for scheduling intakes and appointments.
Scheduled veteran appointments with appropriate providers and contacted veterans to confirm.
Followed up with veterans and providers via secure email, phone, or fax to insure quality care was received.
Entered all communications into medical record.
Requested, received and processed medical documentation.
Worked closely with providers and veterans to overcome billing issues and to facilitate secondary authorization requests and continuation of care.
Maintained monthly customer satisfaction rating of 95% or higher (appointing results within contract requirements).
By adapting communication style to each customer, improved average talk time by 10%.
Achieved one-call resolution of 90%, exceeding center's goal of 85%.
Worked several special projects independently while maintaining regular duties and production goals.
These included reaching out to reclusive veterans to insure they too received quality care and finding providers with needed specialties to grow companies network of providers.
Consistently exceeded changing production goals in all functional areas out scoring department of 55 BHSR's.
Listed in top 5 for production every month for two years.
Helped my team as subject matter expert in number of topics and procedures.
Successfully explained and encouraged teammates through changes in policy and procedure to help them improve their production and moral.
Contributed to company achieving and holding industry-leading customer service ratings.
Provided feedback and information to coding and billing personnel to streamline accounting processes.
Obtained patient information to properly record and document information, including demographics.
Assisted patients with obtaining and rescheduling appointments through credentialing and compiling personal data base of providers based on location and specialty across 12 states.
Developed strong report with host of providers by assisting them with billing issues, secondary authorization requests, and knowledge of company policies and procedures.
Received and processed medical records.
Created new computer-based files.
Reviewed medical records for completeness new critical status changes.
Interacted and communicated easily with department personnel and public.
Input data into computer programs and filing systems.
Utilized two computer monitor system, digital fax and analog fax, inbound and outbound calls, Microsoft suite, Excel, 2 proprietary software systems, Outlook, Skype, and PowerPoint.
Mediacom Communications Corporation - Behavioral Health Service Representative Fort Dodge, IA, 02/2016 - 07/2016
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes.
Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
Investigated and resolved customer inquiries and complaints quickly.
Effective liaison between customers and internal departments.
Lincare Holdings Inc - Customer Service Representative City, STATE, 05/2015 - 01/2016
Took over 100 inbound calls from patients a day.
Recorded patients INR test results into their medical record.
Accurately assessed patients needs for new supplies to process and place the order.
Helped the patients troubleshoot testing devices from a number of manufactures and processed service tickets if needed for technician to repair or replace unit.
Reached out to physician of record and navigated gatekeepers in the event a of a critical test result.
Utilized digital and analog fax, inbound and outbound calls, AOS dialer, ICD-10 codes, HCPC codes, Roche and Alere devices, Outlook, and proprietary software.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Educated customers how to use company systems, complete forms and obtain desired services.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Assisted call-in customers with questions and orders.
Managed confidentiality without exception through HIPPA compliance.
Apria Healthcare Group Inc - Inbound Customer Service Representative City, STATE, 02/2012 - 12/2014
Successfully processed orders for over 100 calls a day while maintaining an idle time of under 3% well below the 10% goal.
Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
Generated new and repeat sales by offering timely product, service and technical information.
Resolved complaints efficiently to satisfy customers and encourage future transactions.
Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Processed customer order, quote and return transactions and offered additional products and services to increase revenue.
Maintained organized and secure customer files to facilitate customer support and follow-up.
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Utilized AOS, 2 proprietary software, Microsoft, Outlook, digital fax, Content Manager, and inbound calls.
Before moving to the inbound team, processed 45-50 detailed orders from Excell sheets a day.
Processed according to patients insurance utilization guidelines, doctors prescription and product availability.
Made outbound calls to obtain co-insurance prior to shipping.
Also made outbound calls to providers to obtain new prescriptions if necessary.
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