Customer Service Representative Resume Example
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CUSTOMER SERVICE REPRESENTATIVE
Summary
Skills
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Experience
Apex Systems | Cottage Grove , MNCustomer Service Representative04/2019 - 09/2020
- Provided excellent customer service by effectively communicating with patients, families, staff and staff in other hospital departments.
- Improved patient care, safety and compliance by partnering with nurses.
- Inventoried supplies, picked necessary materials and delivered accurate items to [Type] and [Type] locations.
- Calibrated equipment for optimal use and to obtain accurate diagnostic results.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Recorded observations and baseline measurements to maintain accurate medical records.
- Answered phone calls to provide assistance, information and medical personnel access to maximize office efficiency.
- Compiled physical and digital documents, charts and reports to meet business and patient need.
- Conducted patient intake interviews to collect medical information and insurance details.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Processed patient payments and scanned identification and insurance cards.
- Observed strict HIPAA guidelines at all times according to company policy.
- Communicated with all partners throughout practice, including physicians, nursing staff, technicians and medical assistants.
- Informed patients of financial responsibilities prior to rendering services.
- Pleasantly greeted each patient and offered the desk sheet for easy sign-in.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Greeted callers with enthusiasm, answering all phone calls by second ring.
- Took messages from patients and promptly relayed to appropriate staff.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Entered patient information including insurance, demographic and health history into the system to keep all records up-to-date
- Analyzed customer needs and provided best options, upselling products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Fresenius Medical Care | East Lansing , MIFront Office Team Leader01/2007 - 02/2012
- Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction.
- Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
- Monitored attendance records by taking note of staff vacation time, sick days and personal days.
- Tracked and submitted employee timesheets to accounting department for payroll processing.
- Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
- Maintained inventory in administrative building supply closet to prevent shortages of supplies.
- Managed building access by supplying key cards to employees and visitors.
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted patients in preparation for examinations, assessing and recording vital signs.
- Assisted back office patient processes to reduce customer wait time by approximately [Number]%.
- Tracked and managed inventory for exam rooms and maintained vaccine and expiration logs.
- Positioned patients for optimal comfort prior to procedures.
- Scheduled appointments for patients via phone and in person.
- Sterilized instruments and disposed of contaminated supplies in adherence to OSHA regulations.
- Completed and submitted clinical documentation in accordance with agency guidelines.
- Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
- Led patients to exam rooms, answered general questions and prepared patients for physician by explaining process.
- Performed front desk duties, including answering phones, scheduling appointments, greeting patients and ordering supplies.
- Experienced in front and back offices, controlling patient flow, collecting payments and assisting in delivery of quality healthcare.
- Partnered with healthcare and administrative staff to create patient-centered, inviting and supportive environment for patients and families.
- Promoted continuity of care by accurately and completely communicating patient status to fellow caregivers.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Improved customer satisfaction by finding creative solutions to problems.
- Improved operations by working with team members and customers to find workable solutions.
- Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
- Sent clinical request and missing information letters to obtain incomplete information.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology, and other procedures.
- Performed site evaluations, customer surveys and team audits.
- Compiled physical and digital documents, charts and reports to meet business and patient need.
- Answered phone calls to provide assistance, information and medical personnel access to maximize office efficiency.
- Updated group medical records and technical library to support smooth office operations.
- Prepared and sent financial statements to support bookkeeping functions.
- Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Informed patients of financial responsibilities prior to rendering services.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Took messages from patients and promptly relayed to appropriate staff.
- Straightened up the waiting room so that it remained neat and organized.
- Handled all office supply ordering including ink cartridges, toner and paper
- Set up appointments for physician visits and procedures using calendar software.
Colorado Hand Therapy | City , STATELead Front Desk Coordinator02/2003 - 01/2007
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Communicated with all partners throughout practice, including physicians, nursing staff, technicians and medical assistants.
- Observed strict HIPAA guidelines at all times according to company policy.
- Greeted callers with enthusiasm, answering all phone calls by second ring.
- Entered patient information including insurance, demographic and health history into the system to keep all records up-to-date
- Pleasantly greeted each patient and offered the desk sheet for easy sign-in.
- Processed patient payments and scanned identification and insurance cards.
- Informed patients of financial responsibilities prior to rendering services.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Took messages from patients and promptly relayed to appropriate staff.
- Handled all office supply ordering including ink cartridges, toner and paper
- Set up appointments for physician visits and procedures using calendar software.
- Diminished project lags by effectively training employees on best practices and protocols.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Provided quick turnaround time when customers called with questions, usually within [Number] hours.
- Cultivated professional relations to establish long-term profitable partnerships.
- Handled all delegated tasks, including [Task] and [Task].
- Created agendas and communication materials for team meetings.
- Delivered [Product or Service] to customer locations.
- Improved operations by working with team members and customers to find workable solutions.
- Recognized by management for providing exceptional customer service.
- Improved customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Education and Training
Parks College | CityAssociate of Science in Medical Assistant03/1999
Professional Career Development Institute | CityCertificate in Medical Billing08/2004
Accomplishments
I have over 20 years in a medical office setting and customer service,
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Resume Overview
School Attended
- Parks College
- Professional Career Development Institute
Job Titles Held:
- Customer Service Representative
- Front Office Team Leader
- Lead Front Desk Coordinator
Degrees
- Associate of Science in Medical Assistant
Certificate in Medical Billing
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