Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and training.
Highlights
Extensive knowledge of ICD-9 and CPT-4 codes
Hands-on experience with EMR, EDI and ERA posting
Customer service expert
Strong organizational skills
Sharp problem solver
Opening/closing procedures
Creative problem solving
Visual merchandising proficiency
Inventory control familiarity
Store maintenance ability
Seasoned in conflict resolution
Active listening skills
Experience
Universal Sales Agent, 04/2014 to 08/2015 Centerfield – Los Angeles, CA,
Processes error free orders utilizing proper verification techniques in order to build customer confidence and loyalty.
Cross trained in sales, customer service, and outbound calling and responsible for handling all elements of contact including, order processing, product complaints, inquiries, composition, printing processing and billing disputes.
Promotes retention and increases order value through assumptive sales and service by applying directional selling techniques.
Achieved high sales percentage with consultative, value-focused customer service approach.
Sales Support Representative, 04/2013 to 02/2014 Siteone Landscape Supply, Inc. – Naples, FL,
Responsible for ensuring a positive experience for our internal/external customers by maintaining the integrity of store operating procedures including but not limited to: Inventory management, cash management, point of sale paperwork/recordkeeping, assists in the adherence of store merchandising standards, and the safety and security requirements in the store.
Opened and closed the store, which included counting cash drawers and making bank deposits.
Maintained visually appealing and effective displays for the entire store.
Effectively communicated and coordinated execution of the planogram with store management.
Fraud Analyst, 06/2008 to 08/2011 Arrowhead Credit Union – Rialto, CA,
Responded to suspect fraud inquiries from card members and various internal teams via telephone, email and other correspondence.
Used multiple tools and research skills to develop an in depth understanding of specific case characteristics in order to determine likeliness of fraud.
Reported statistics used to track trends and initiates changes to existing processes based on suspected fraud activity.
Cross-trained and provided back-up for other customer service representatives when needed.
Customer Service Representative, 01/2008 to 06/2008 Acme Brick Tile & More – Fort Worth, TX,
Worked remittance advices from Medicare ensuring accuracy of payments; changed account financial class as appropriate; corrected account balance in accordance with Medicare disposition; followed up on denied claims.
Performed payment/refund follow-up activities on patient accounts as assigned, through telephone contact or by means of online tools.
Corrected claims with errors by referencing account notes, UB04, Medicare manual or by referring claim to appropriate facility representative for action.
Follow up with facility on previously referred claims.
Advocate, 02/2005 to 11/2007 Great Circle – Saint James, MO,
Maintained and enhanced relationships with regulators and interfaced with business regarding regulatory affairs related to marketing materials.
Responded to inquiries, requests and actions by regulators, including complaints and requests for assistance.
Was responsible for completing timely internal regulatory review and filings related to patient complaints.
Cross-trained and provided back-up for other customer service representatives when needed.
Payroll Representative, 03/2003 to 09/2004 Carrols Restaurant Group, Inc. – Bath, ME,
Provided customer service to employees: in the area of pay, benefits and taxes as they related to their pay, how to enter time or time off, where to locate forms and information on company's intranet, where to send completed forms, who to contact for benefit questions and how to obtain IRS instructions on withholding issues.
Processed employee data (new hires, changes, additional earnings) from the HR system of record to the payroll system.
Performed general finance and accounting tasks including: reconciled payments, reviewing invoices, processed check requests, analyzed accounts, produced monthly financial reports, and organized vendor files.
Offered consistent payroll disbursement with accurate record keeping of employee PTO and vacation accruals.
Business Office Representative, 09/2002 to 09/2003 Avera Health – Sibley, IA,
Responsible for the collection/posting of all AR and posting of cash receipts for long-term care facility.
Managed the AP process including processing of payments to vendors, researching / resolving internal and external AP issues.
Maintained cash applications, account reconciliations and charge backs.
Executive assistant to Business Office Manager.
Mep Billing Follow-Up Representative, 03/2001 to 09/2002 Syndicated Office Systems- Tenet Health Care – City, STATE,
Responsible for gathering necessary information, acquiring prior approvals, submitting claims, claims follow-up, reviewing denials and problem solving.
Responsible for following up on accounts while working with the IDX system- touched 50 accounts per day and 250 accts/week.
Responsible for A/R follow up Medicaid claims for hospital claims.
Education
B.S: Business Management, Expected in present North Carolina Agricultural and Technical State University - , GPA: Business Management
B.S. Economics Degree: , Expected in - , GPA:
A.S: Accounting, Expected in August 2010 Guilford Technical Community College - , GPA: Accounting
Certificate, Medical Coding and Billing: , Expected in May 1998 Peirce College - , GPA:
Diploma: , Expected in October 1996 Craft Institute - , GPA:
A.S: General Studies, Expected in March 1996 Community College of Philadelphia - , GPA: General Studies
B.A: Political Science, Expected in May 1994 Kutztown University of PA - , GPA: Political Science
Diploma: Science Math-Magnet, Expected in June 1993 University City High School - , GPA: Science Math-Magnet
Skills
account reconciliations, accounting, basic accounting, anatomy, AP, AR, attention to detail, balance, benefits, Billing, cash receipts, cash management, CPT, critical thinking, customer service, EDI, experience with EMR, email, finance, financial, financial reports, forms, Functional, general ledger, HR, ICD-9, insurance, internet savvy, Inventory management, ledger, long-term care, notes, marketing materials, medical billing, Medical Coding, medical terminology, medical transcription, Microsoft Office, Office, negotiation, Nursing Home, Office Manager, organizing, payroll, problem solving, Processes, producing, reconciling, regulatory affairs, researching, research, safety, Selling, sales, statistics, store merchandising, taxes, telephone, composition
Community Service
In Spring 2010 I traveled to Belize Central America to assist local small business owners with NCAT workshop to assist them with proper execution of Global Business Practices.
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School Attended
North Carolina Agricultural and Technical State University
