Patient Service Representative Resume Example Company Name

PATIENT SERVICE REPRESENTATIVE

Summary

Call Center Professional with 18 years of experience that includes 4 years of supervisory experience, 5 years of Workforce Management, Wireless Data Technical Specialist, Business Support Center, Technical Support and Customer Service.

Skills

Call Center Operations, Coaching, Training, Development, Motivation, Partnerships, Workforce Management, Scheduling, Forecasting, Quality, Customer Service, Multi-tasking, Critical Thinker

Accomplishments

Raised a team that ranked at the bottom of the call center to the top 5% in 3 months.

Pioneered and formulated the Workforce Management Group in the Wireless Data Technical Support Department resulting in a team of seven associates being hired to manage a department of 300+ associates to ensure a service level of 75% - 85%.

Transition Support Coordinator for Alltel and Centennial Wireless employees with the merger to Verizon Wireless.

Subject Matter Expert utilized to provide support for several teams and assist agents with carrying out their job functions while following HIPPA guidelines.

Also verified authorizations before they were submitted ensuring that the ICD-9/10 codes were correct as well as the authorization being complete.

Experience

Patient Service Representative, 08/2015 to CurrentCompany Name － City, State

Set appointments with different providers and veterans.
Received inbound and made outbound calls to veterans and providers.
Used medical data to decide which service was needed for care.
Processed all medical documentation and handle any inquiries or concerns to the provider or veteran.
Perform general office duties.

Workforce Management Coordinator, 11/2012 to 02/2015Company Name － City, State

Monitored Real Time Adherence (RTA) for alarms to ensure actual availability and shrinkage.
Notified supervisors of any deviations of their associates via Call Deviation Tool.
Generated and compiled various reports for adherence, time utilization and vacation.
Utilized the Call Deviation Tool to notify supervisors of long calls and long hold times.
Handled the day-to-day operation of the Workforce Desk.
Maintained employee schedules with exceptions using IEX, EMS and Workflow.
Monitored the flow of customer calls into the call center to achieve service level targets.
Monitored calls periodically and walked the floor to check for any patterns, issues or outages that may cause a spike in calls and notified operations immediately.

Technical Support Coordinator, 09/2011 to 11/2012Company Name － City, State

Provided Technical Support for customers by troubleshooting hardware/software issues.
Provide information on how to set-up/use products and answered general questions about service.
Identify Network/application issues.

Retail Customer Support, 03/2011 to 09/2011Company Name － City, State

Provided exceptional customer service to individuals visiting the Verizon Wireless Store.
Achieved and surpassed financial and customer service goals.
Performed activations, processed ESN changes and bill payments.
Respond to billing inquiries and process price plan changes and upgrades.

Supervisor Retail Operations, 02/2010 to 03/2011Company Name － City, State

Led a team of 5 representatives to produce desired performance results by implementing varies techniques and sharing with team.
Assists in the administrative functions in the retail store, including cash management and asset protection of store inventory.
Deliver exceptional customer service that will position Verizon Wireless as the market leader.
Ran daily reports to ensure that team exceeded expected monthly goals.
Maintain superior knowledge of products and policies; ensure agents have the knowledge, skills and equipment to carry out their job functions.
Meet and exceeded revenue objectives.
Achieved financial and customer service goals.

Supervisor Wireless Data Technical Support, 01/2008 to 02/2010Company Name － City, State

Led, developed and motivated a team of 15 full-time employees to produce desired performance results by implementing varies techniques and sharing with team.
Provided floor support and monitored team interactions with customer and assisted with escalated issues.
Motivated representatives by showing support and giving recognitions for jobs well done.
Coached and develop associates to meet/exceed Call Center Metrics.
Monitored and reviewed live/recorded calls with representatives and provided feedback.
Managed representatives and put in exceptions to meet adherence goals as well as assisting with achieving Service Level objectives.
Prepared and delivered performance appraisals.
Interviewed and hired new employees.

Workforce Management Coordinator, 05/2005 to 01/2008Company Name － City, State

Monitored Real Time Adherence (RTA) for alarms to ensure actual availability and shrinkage.
Created and generated schedules for representatives on the floor.
Generated and compiled various reports for adherence, time utilization and vacation.
Added meetings/trainings in representatives schedules during high availability using forecasting in IEX.
Handled the day-to-day operation of the Workforce Desk.

Maintain employee schedules with exceptions using IEX.

Monitored the flow of customer calls into the call center to achieve service level targets.

Monitored calls periodically and walked the floor to check for any patterns, issues or outages that may cause a spike in calls and notified operations immediately.

Education

Certificate of CompletionSouthern Methodist University

Unix/Oracle Database Administration

Resume Overview

School Attended

Southern Methodist University

Job Titles Held:

Patient Service Representative
Workforce Management Coordinator
Technical Support Coordinator
Retail Customer Support
Supervisor Retail Operations
Supervisor Wireless Data Technical Support

Degrees

Certificate of Completion

Patient Service Representative Resume Example

Resume Score: 90%

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