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Teleservice Representative Resume Example

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TELESERVICE REPRESENTATIVE
Professional Summary
 Highly organized and detail-oriented office assistant who goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale.
Skills
  • Professional phone etiquette
  • Excellent communication skills
  • Customer service-oriented
  • Flexible
  • Accurate and detailed
  • Works well under pressure
  • Fast Learner
  • Highly Dependable
  • Advanced clerical knowledge
  • Patient scheduling
  • HIPAA compliance
  • Medical terminology knowledge
  • Multi-line phone operation proficiency
  • Data entry
  • Document scanning
  • Organizational skills
  • Time management
  • Records maintenance professional
  • Understands insurance benefits
  • Resourceful and reliable worker
  • Office support (phones, faxing, filing)

Work History
07/2015 to Current
Teleservice RepresentativeKaiser Permanente – Vallejo, CA
  • Effectively managed a high-volume of inbound member calls.
  • Answered a constant flow of customer calls with up to 150 calls in queue.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Met or exceeded service and quality standards every review period.
07/2013 to 07/2015
HR Contact Center AnalystKaiser Permanente – Alameda, CA
  • Met and exceeded service and quality standards every review period.
  • Acted professionally and patiently when addressing negative employee feedback.
  • Managed high call volume with tact and professionalism.
  • Accurately documented, researched and resolved customer service issues.
  • Defused volatile customer situations calmly and courteously.
  • Addressed and resolved employee  complaints empathetically and professionally.
  • Effectively managed a high-volume of inbound and outbound customer calls.

06/2012 to 12/2012
Experienced Level ClerkContr Costa County – Antioch, CA

  • Entered numerical data into databases in a timely and accurate manner.
  • Secured housing, medical care and employment for clients by working with Social Services
  • Upheld confidentiality of all information.
  • Examined, categorized and sorted incoming documents.
  • Maintained physical and computer-based filing systems.
  • Tracked incoming and outgoing files and materials.
  • Responded to internal and external requests for information.
  • Followed-up with staff and customers regarding missing or needed information.
  • Adhered to all related company policies and government regulations.
  • Answered calls and addressed customer inquiries, solving problems and providing new product information.
05/2011 to 05/2012
Weatherization SpecialistContra Costa County – Martinez, CA
  • Answered and quickly redirected calls.
  • Ordered and distributed office supplies while adhering to a fixed office budget.
  • Directed guests and routed deliveries and courier services.
  • Screened applicant applications and coordinated both phone and in-person interviews.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Opened and properly distributed incoming mail.
  • Helped distribute employee notices and mail around the office.
  • Completed data entry, tracked applications and maintained the applicant tracking system.
  • Processed accounts receivable and accounts payable.
  • Audited new customer files to verify applicants were meeting the qualifications of the government.
  • Obtained scanned records and uploaded them into the database.
  • Assisted with receptionist duties, file organization and research and development.
10/2008 to 02/2010
Care CoordinatorContra Costa County – Richmond, CA
  • Precisely completed appropriate claims paperwork, documentation and system entry.
  • Professionally and courteously verified appointment times with patients.
  • Assisted in the maintenance of medical charts and/or electronic medical record (filing, Op Reports, test results, home care forms).
  • Adeptly managed a multi-line phone system and pleasantly greeted all patients.
  • Verified patients' eligibility and claims status with insurance agencies.
  • Prepared patient charts accurately and neatly for the clinic.
  • Diligently filed and followed up on third party claims.
  • Prepared patient charts, pre-admissions and consent forms as necessary.
  • Assigned appropriate medical codes for clinic visits and labs
  • Determined prior authorizations for medication and outpatient procedures.
  • Maintained strict patient and physician confidentiality.
  • Initiated, performed and documented quarterly coding audits for physicians.
  • Expertly transcribed medical reports for a variety of physicians in a hospital setting.
  • Treated all patients,their families, visitors, peers, staff and providers in a pleasant and courteous manner.
  • Scheduled specialty appointments for multiple specialty departments.
Education
1999
High School Diploma:
Castleont High School - Oakland, CA
N/A: Liberal ArtsLaney College - Oakland, CA
N/A: Pharmacy TechnicianWestern Career College - San Leandro, CA
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Resume Overview

Companies Worked For:

  • Kaiser Permanente
  • Contr Costa County
  • Contra Costa County

School Attended

  • Castleont High School
  • Laney College
  • Western Career College

Job Titles Held:

  • Teleservice Representative
  • HR Contact Center Analyst
  • Experienced Level Clerk
  • Weatherization Specialist
  • Care Coordinator

Degrees

  • High School Diploma :
    N/A : Liberal Arts
    N/A : Pharmacy Technician

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