Personable and dedicated Customer Service Representative with extensive experience in the Call Center and Accounting industry.
Team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Poised Customer Service Representative offering over 40 years of experience in the Private, Government, Banking and Health Care sector.
Dynamic professional with mentoring and coaching skills. Committed to finding effective solutions that will improve customer relationships. Hardworking and accustomed to fast-paced call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Versatile collections professional focused on learning new strategies and scripts quickly to maximize performance. Seeking to apply 30 years' experience in call center to Collections Specialist position.
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- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered, screened and processed high volume of calls daily by using call management system and web-based communications.
- Resolved inquiries to consistently meet performance benchmarks, including speed, accuracy and volume.
- Answered 300+ inbound calls per day and directed to individuals or departments.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Answers and directs all inquiries from patients, visitors, physicians and staff to appropriate locations using an online database and printed directories.
- Answers incoming calls according to department guidelines.
- Provides paging service
- Provides clerical duties, organizes and maintains records.
- Ensures customers receive exceptional service through consistent performance, answering, directing and paging according to the customers request.
Performed Credentialing under specific guide lines according to the law from EPIC programs. Gathered information for enrollment into serval medicine programs within the company.
- Planned, integrated and maintained quality care systems and standards, which resulted in creating and improving medical protocols and guidelines.
- Coordinated with pharmaceutical representatives and physicians to schedule presentations.
- Communicated with patients to ensure quality of care and develop care plans.
- Submitted various medication requests electronically.
- Managed logistics for patient intake and implementation of appropriate courses of treatment.
- Call Center Environment
Navigated 6 to 8 reference web sites as while as EPIC to review members and providers information.
- Performed in-depth investigations of related health topics and wrote timely reports.
- Conducted outbound and inbound healthcare calls in a call center environment.
- Verified eligibility and determined authorization for healthcare.
- Assessed demographics for members and providers
- Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems.
- Researched cases and attained affidavits to support supervisors and case needs.
- Drafted motions, briefs and other legal documents associated with litigation process.
- Responded quickly to client calls and inquiries, asking open-ended questions to deliver applicable information.
Thank you for excepting my resume. I am a retired Tax Examiner from the Internal Revenue Service. I served with the agency from January, 1982 until January, 2005. I am Customer Service driven which is why I choose to reenter the work force in the Health Care industry. There is much need for professional customer service in all industries and especially the health care industry where people's emotions and health are involved. I believe that my experience and customer service as well as my call center skills can be utilized.
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Resume Overview
School Attended
- Dwight McDaniels Theological Seminary
- Dwight McDaniels Theological Seminary
Job Titles Held:
- Call Center Representative-Telecommunications
- Patient Care Coordinator
- Health Program Specialist
- Default Specialist/Collector I
Degrees
- Bachelor of Science
- Master of Science
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy