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Member Services Manager Resume Example

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MEMBER SERVICES MANAGER
Summary

Focused Manager with over 15 years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional inventory management, loss prevention and vendor negotiation performance.

Skills
  • Personnel management
  • Lead generation
  • Issue and conflict resolution
  • Brand management
  • Complaint resolution
  • Mentoring and coaching
  • Capital improvement planning
  • Sales tactics
  • Data analysis and reporting
  • Key accounts and territory management
  • Systems and automation applications
  • Customer service
  • Planning and coordination
  • Invoice generation
  • Process improvement
  • CCTV
  • Supervision
  • Insurance billing
  • Business operations
  • Team building
  • Communications
  • Organization
  • Administrative support
  • MS Office
Experience
Member Services Manager
New York, NYAT&T Inc./Jul 2010 to Current
  • Assessed, optimized and elevated operations to target current and expected demands.
  • Automated office operations, managed client correspondence and tracked records.
  • Used video conferencing solutions to communicate and train personnel in remote offices.
  • Strengthened product branding initiatives and coordinated effective marketing campaigns.
  • Enhanced data collection accuracy by preparing, authoring and updating communications and policy memorandums.
  • Mitigated risk by ensuring regulatory compliance for required licensing.
  • Strengthened operational efficiencies and traceability, developing organizational filing systems for confidential client records and reports.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Extended existing customer relationships through extensive communication and tried-and-true marketing strategies.
  • Interacted with prospects and customers at various events, including trade shows, seminars and workshops.
  • Identified new markets for penetration by carefully researching potential customers' buying habits.
  • Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
  • Motivated sales professionals by delivering positive reinforcement and constructive feedback.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Improved productivity initiatives, coordinating itinerary and scheduling appointments.
  • Eliminated process discrepancies, implementing continuous improvements for scheduling procedures across multiple client calendars and fitness plans.
  • Reviewed customer complaints to determine appropriate methods for resolution.
  • Recruited, hired and trained new employees, including monitoring and review of individual performance.
Patient Services Coordinator
New York, NYNYU Langone Health-Perlmutter Cancer Center/Jul 2004 to Jun 2010
  • Answered over 110 telephone calls per day to schedule appointments and answer patient questions.
  • Oversaw patient registrations by collecting information, verifying benefits and submitting paperwork.
  • Troubleshot and resolved department issues to maintain patient satisfaction and keep optimal patient flows.
  • Organized and maintained patient charts with proper classification and filing systems.
  • Coordinated billing activities on behalf of 100+ providers, including coordinating insurance authorizations, collecting co-payments and resolving discrepancies.
  • Balanced and reconciled cash drawer daily to maintain department's financial accuracy.
  • Checked claims for errors, corrected issues and mailed out in a timely manner.
  • Checked daily doctor schedules and verified insurance.
  • Met with patients and their families to discuss medical procedures, medications, treatments and continuing care plans.
  • Educated patients and families on treatments, procedures, medications, continuing care and community resources.
  • Ran statements each month to review outstanding balances and identify accounts in need of collection processing.
  • Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
  • Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Scheduled and confirmed patient appointments with patients and healthcare professionals.
  • Coordinated between patients and healthcare professionals to meet patient needs.
  • Earned reputation for good attendance and hard work.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Performed site evaluations, customer surveys and team audits.
  • Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Created agendas and communication materials for team meetings.
  • Improved operations by working with team members and customers to find workable solutions.
  • 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.
Quality Assurance Analyst
New York, NYCitibank/Jul 2001 to Jan 2004
  • Created, edited, and updated project manuals and technical documentation used by entire QA team.
  • Conducted load tests to determine server operating parameters.
  • Chosen as the main corporate office contact, answering questions and resolving issues from customers and vendors.
  • Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
  • Assessed and tested game builds to uncover bugs and assisted in finding resolutions.
  • Designed and updated test cases to complete consistent manual tests.
  • Worked with off-site teams to complete timely tests and facilitate smooth product releases.
  • Analyzed project requirements to find bugs and eliminate issues.
  • Consulted with product owners and developers to fully understand intended features and functionality.
  • Produced test scripts for automated testing for new software.
  • Reviewed configuration files, logs and sections of code to complete debugging and locate breakdown sources.
  • Explored new technologies and tools that quality assurance team could use for testing purposes.
  • Implemented internal auditing practices to create standards and statutory obligation compliance reports.
  • Recommended improvements to systems and procedures for increased productivity.
  • Investigated performance to maintain employee adherence to quality and safety policies.
  • Performed various analysis, which included friability, hardness, weight variation, disintegration, content uniformity and uniformity of weight tests.
  • Designed strategic and operational planning to evaluate client outcomes with quality management team.
  • Allocated complaints to governing departments for investigation and tracked resolution times.
  • Collaborated with management team to prioritize effective and sustainable cost savings plans.
  • Developed departmental budget, performance standards and quality specifications.
  • Constructed tools for auditing teams to complete compliance assessments.
  • Managed onsite testing for customers as required by project's specifications.
Education and Training
MBA: Business Administration And CommunicationNew York University's Stern School of BusinessMay 2004New York, NY
BBA: Business AdministrationNew York UniversityMay 2001New York, NY
High School DiplomaPerlmutterSt. Andrew's Episcopal PrepatoryJun 1997London, UK
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Resume Overview

Companies Worked For:

  • AT&T Inc.
  • NYU Langone Health-Perlmutter Cancer Center
  • Citibank

School Attended

  • New York University's Stern School of Business
  • New York University
  • PerlmutterSt. Andrew's Episcopal Prepatory

Job Titles Held:

  • Member Services Manager
  • Patient Services Coordinator
  • Quality Assurance Analyst

Degrees

  • MBA : Business Administration And Communication
    BBA : Business Administration
    High School Diploma

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