Client Services Specialist Resume Example
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CLIENT SERVICES SPECIALIST
Professional Summary
Enthusiastic leader eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of what it takes to cultivate customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Work History
Client Services Specialist, 03/2018 to CurrentRr Donnelley & Sons - Lewisville , TX
- Subject matter expert and the primary point of contact for an assigned portfolio of TriNet clients. with respect to HR systems and process support, which included, but is not limited to, the TriNet platform, payroll, reporting, and HR and benefits administration.
- Served as client support specialist to provide administrative and operational support to resolve inquires and matters including but not limited to payroll processing, payroll compliance, funding changes, payroll taxes, company and employee level benefits, retirement services, COBRA, employee on-boarding and terminations, paid time off and extended leaves, unemployment, HR guidance, compliance and best practices, Workers Compensation and Employment Practices Liability Insurance coverage and claims
- Conducted live and webinar-based new client on-boarding orientations, payroll and platform navigation and training, company benefit strategy consultation services, and reports training and navigation.
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
- Maintained accurate record-keeping with attention to specific client details in order to proactively anticipate needs.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Introduced clients to available online platform resources and services to increase convenience.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Provided knowledgeable service and support for all customer needs.
- Entered customer interaction details in Salesforce to track requests, document problems and record solutions offered.
- Documented all processes and support interactions for future reference and addition to knowledge base.
Practice Office Manager, 08/2012 to 03/2018Adventist Health System - Oak Hill , FL
- Trained and managed a team which provided effectual and professional patient/customer support
- Assigned and supervised team responsibilities, functions, and patient/customer interactions
- Monitored and maintained team operations, communicated performance expectations and conducted regularly scheduled reviews
- Upheld and enforced company policies, procedures, and compliance regulations
- Handled patient/customer escalations and resolved high-level inquiries in a timely and knowledgeable fashion.
- Improved customer service quality results by evaluating and re-structuring processes; established and communicated service metrics; monitored and analyzed results and implemented appropriate changes
- Responsible for managing timely submission of all professional inpatient and outpatient electronic and paper medical claims
- Maintained patient/customer health and billing records including documenting all discussions and correspondence while adhering to the strictest confidentiality.
- Responsible for tracking work schedules and reporting team payroll
Extensive knowledge of health insurance
- Participated in workshops and other training opportunities to remain current on procedures, regulations and industry updates.
- Complied with all HIPAA Privacy and Security Regulations to protect patients' medical records and information.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
Medical Billing Software Trainer, 11/2000 to 08/2012High Tech Data Corporation - City , STATE
- Provided technical support and software training for medical software programs e.g. CureMD, Medical Manager, Practice Insight.
- Configured new software installations, rolled out updates and applied patches for new and existing clients.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Analyzed software issues to identify troubleshooting methods needed for quick remediation.
Education
Associate of Arts, Liberal Arts And General Studies, 05/2000
Nassau Community College - City, State
Certifications
- Certified Outpatient Coder - October 8, 2016
New York State Notary Public
July 29, 2010
Skills
- Service recommendations
- Microsoft Office Suite proficiency
- Medical terminology knowledge
- Professional telephone demeanor
- Service standard compliance
- Excellent written and oral communication
- Telephone etiquette
- Staff education and training
- Account management
- Goals and performance
- Systems and software programs
- Relationship building and management
- Staff Management
- Operations management
- Computer skills
- Customer Service
- Knowledgeable in Benefits
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Resume Overview
School Attended
- Nassau Community College
Job Titles Held:
- Client Services Specialist
- Practice Office Manager
- Medical Billing Software Trainer
Degrees
- Associate of Arts , Liberal Arts And General Studies 05/2000
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