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Customer Service Lead Resume Example

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CUSTOMER SERVICE LEAD
Professional Summary

Professional Release of Information Specialist possessing excellent organizational and communication skills. In-depth knowledge of corporate, state and HIPAA privacy laws. Offering 17 years of experience providing medical records and information to proper recipients while following rules to protect clients' sensitive information. Strong customer service skills with excellent attention to detail. Professional and relatable with a knack for developing effective relationships with clients, community partners and staff.

Skills
  • Records review
  • Data management
  • Relationship-Building
  • Multitasking abilities
  • Interpersonal Communication
  • Customer service
  • Reading comprehension
  • Collaboration
  • Conflict resolution
  • Excellent work ethic
  • Cultural awareness
  • Compassion
  • Responsible
Work History
Customer Service Lead06/2019 to Current
Company Name – City, State
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Registers sales on a cash register by scanning items, itemizing and totaling customers' purchases.
  • Processes return transactions.
Release of Information Specialist05/2003 to Current
Company Name – City, State
  • Completed certifications and notarization of documents for court and legal purposes.
  • Reproduced protected health information by using variety of technologies, including, data extraction and file management techniques.
  • Managed system conversion and maintained minimal downtime during updates.
  • Identified new methods to optimize medical records management.
  • Communicated effectively with staff, patients, attorneys, law enforcement and insurance companies by email and telephone.
  • Reviewed charts and flagged incomplete or inaccurate information.
  • Communicated effectively with staff, patients and insurance companies, and law enforcement by email and telephone.
  • Maintained accuracy, completeness and security for medical records and health information.
  • Interacted and communicated easily with department personnel and public.
  • Kept accurate log of all requests for medical information and records.
  • Researched and compiled statistical data to support cost control and care improvement initiatives.
  • Obtained patient releases for dissemination of information.
  • Received and processed medical records requests.
  • Adhered to all facility, company and legal guidelines.
  • Received and routed medical records.
  • Audited records for accuracy.
  • Reviewed medical records for completeness and filed records in alphabetic and numeric order.
  • Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
  • Evaluated department procedures and recommended improvements to maximize efficiency.
  • Followed confidentially regulations to maintain privacy.
  • Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
  • Adhered to all related company policies and government regulations regarding data oversight and confidentiality to promote overall information security.
  • Created reports, correspondence and spreadsheets with Microsoft Office programs.
  • Followed up with staff and customers by phone and email regarding missing or needed information and compiled retrieved information into files.
  • Resolved problems, improved operations and provided exceptional service.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Appear in court in response to witness subpoenas as custodian of medical records.
Night Auditor03/2001 to 03/2002
Company Name – City, State
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Applied mathematical abilities on daily basis to calculate and check figures in all areas of accounting systems.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Looked over pending check-ins and payment processes to complete closing procedures.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Investigated daily variances and corrected errors to resolve discrepancies.
  • Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
Education
No Degree: Health Information TechnologyHerzing University- City, State
No Degree: Political ScienceMorgan State University- City, State
High School Diploma06/1998John Marshall High School- City, State
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Resume Overview

School Attended

  • Herzing University
  • Morgan State University
  • John Marshall High School

Job Titles Held:

  • Customer Service Lead
  • Release of Information Specialist
  • Night Auditor

Degrees

  • No Degree : Health Information Technology
    No Degree : Political Science
    High School Diploma 06/1998

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