CALI CRAWFORD
Customer Service
Portland,OR
Summary
As a back-up lead in the Mental Health and Addiction Medicine Department I am dedicated to providing superior customer service all in my interactions. I am responsible for training new hires, assisting teams members via phone and live chat when PAS have questions, updating guidelines, train PAS on new processes, clinic cancellations, coaching PAS on errors. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
12
12
years of professional experience
Work History
Patient Access Specialist
Kaiser Permanente
01.2017 - Current
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Collected and validated patient demographics and insurance information.
- Managed and motivated employees to be productive and engaged in work.
- Mentored team members to enhance professional development and accountability in workplace.
- Messaging: Review medical chart to collect information for messages to send to the health care team.
- Directly worked with providers requests, attending weekly meetings coordinating patient care.
Enrollment Specialist
QuinnStreet
08.2016 - 12.2016
- Updated, entered and reviewed customer data.
- Communicated effectively via telephone, email and in person with prospective customers.
- Understood and thoroughly explained services provided to customers and potential customers.
- Reviewed statistic enrollment data and prepared reports.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Generated, posted and attached information to claim files.
Outbound Customer Service Representative
Randstad
06.2013 - 07.2016
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Self-motivated, with a strong sense of personal responsibility.
- Identified issues, analyzed information and provided solutions to problems.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Cultivated interpersonal skills by building positive relationships with others.
Credit Card Customer Service Representative
Wells Fargo
12.2011 - 10.2012
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Processed recurring automated payments and credit card payments.
- Assisted with reconciliations and customer communications.
- Received inbound customer calls related to credit and accounts receivable.
- Supported customers with invoices, statements and other basic questions.
- Built strong relationships with customers to increase retention and loyalty.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Implemented strategies to reduce risk of credit card fraud and identity theft.
Apple Technical Support Representative
Xerox
12.2011 - 10.2012
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Managed call flow to respond to technical support needs of customers.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Referred unresolved customer grievances to designated departments for further investigation.
Education
High School Diploma -
Atascadero High School
Atascadero, CANo Degree - Cosmetology
Design's School of Cosmetology
Paso Robles, CASkills
- Team Player
- Quick learner
- Excellent oral and written skills
- Complaint Resolution
- Great Leadership Skills
Timeline
Patient Access Specialist
Kaiser Permanente
01.2017 - Current
Enrollment Specialist
QuinnStreet
08.2016 - 12.2016
Outbound Customer Service Representative
Randstad
06.2013 - 07.2016
Credit Card Customer Service Representative
Wells Fargo
12.2011 - 10.2012
Apple Technical Support Representative
Xerox
12.2011 - 10.2012
High School Diploma -
Atascadero High School
No Degree - Cosmetology
Design's School of Cosmetology
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