To obtain a challenging position that will utilize my education and professional skills with an opportunity for advancement.
Kaiser Permanente Customer Service Representative January 2015 to CurrentMaple Lawn Call Center － Fulton, Maryland
Handles member inquiries for the Mid Atlantic and North West region that covers approximately 1,500,000 members total Represents Health Plan by answering and documenting all incoming contacts to determine their nature, and respond to complex calls e.g.
resolving grievances, billing inquiries, and claim adjustments Responds with empathy to complaints and concerns from members concerning health plan benefits, account status, payment history, and medical services.
Initiates contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed such as coordination of benefits for other insurance and eligibility inquiries Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery by doing further research with account notes through medical charts and utilizing information from Kaiser Permanente database systems Documents according to procedure by collecting and entering member information into the appropriate medical service software system; making sure documentation is concise, thorough and accurate Assists department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention and making return contact as warranted Effectively diffuse anger, tension, and hostility, within regulatory guidelines, of members expressing concerns about Kaiser Permanente Willingly performs other duties and special projects assigned by managers such as old claims and eligibility discrepancies through members who receive coverage through the state Exhibits commitment to effective problem solving techniques when issues arise Acts as liaison for the members and Kaiser Permanente Health Plan by directing calls to other departments as needed, using sound judgment in handling calls, and understanding of when to escalate calls to physicians/practice manager/triage nurse.
Teacher's Assistant February 2012 to May 2014Govans Elementary － Baltimore, Maryland
Presented subject matter to students under the direction and guidance of teachers; tutored and assisted children individually or in small groups in order to help them master assignments and to reinforce concepts presented by teachers.
Assisted Lead Teachers in planning and implementing learning techniques to advance the development of children in a safe learning environment while modeling positive and appropriate behavior.
Identified crucial academic skills that the students need to employ; determined overall goals and outlining how they will be reached.
Used sound, visuals, and physical activity within learning styles to promote equal opportunity for success.
Ability to deal with internal and external customers at all levels, to ensure successful communication by actively listening and asking probing questions designed to elicit information.
Proficient with Microsoft Office Suite, Internet and database research.
Office Automation Clerk April 2011 to July 2014White Oak － Silver Spring, Maryland
Center for Device and Radiological Health Provided administrative support by reviewing staff records to ensure that employee files were complete with the most current information; their current performance appraisals, their current position of record, and their position description.
Identified the position descriptions in the Office of Management Operations and updated the position descriptions, using the position descriptions form (OF-8).
Received and clarified various written material such as transcripts, employment records, references, employment regulations.
Supported managers and employees across the organization by providing information and assistance regarding recruitment, internal transfers, and personnel capabilities to source, screen and select candidates based upon strategic criteria.
Provided support to the Office of Management Operations budget team by reviewing, maintaining, and tracking operating budget and central funds.
Experienced in a variety of office software such as Microsoft Outlook, PowerPoint, Word and Excel and in utilizing administrative support equipment including multiple telephone systems, copy machines, scanners and fax machines.
Organized an out-dated filing system by creating a new filing system for approximately 20 staff members.
Purged old files, ensured files were accessible, updated files as needed and cleaned and maintained space for future files.
Customer Service Representative July 2010 to March 2015Champps Restaurant － Maryland
Processed cash and credit card transactions, balance the register at the beginning and end of each shift tips out to the staff.
Took patrons food orders, enters orders into computers for transmittal to kitchen; Offer information and suggestions about the menu.
Assisted as host or hostess by answering phones to take reservations or to-go orders, and by greeting, seating, and thanking guests.
Maintained a positive attitude with the ability to handle stressful situations in regards to customer service.
Informed customers of daily specials; checking patrons identification to ensure that they meet minimum age requirements for consumption of alcoholic beverages.
Prepared food preparation duties such as preparing salads, appetizers, and cold dishes, apportioning desserts, and brewing coffee.
Prepared tables for meals, including cleaning tables or counters after patrons have finished dining, setting up items such as linens, silverware, and glassware.
Performed other cleaning duties such as sweeping and mopping floors, vacuuming carpet, tidying up server station, taking out trash, or checking and cleaning bathrooms.
Bachelor of Science : Business Management, 5/2014Towson State University － Towson, MarylandBusiness Management
Associate Degree : Business Administration, 5/2011Howard Community College － MarylandBusiness Administration
High School Diploma : 5/2007Long Reach High School － Maryland, Columbia
Administrative support, benefits, billing, budget, charts, customer service, database, documentation, filing, funds, insurance, Microsoft Office Suite, Microsoft Outlook, telephone systems, copy machines, problem solving, research, Healthcare database