Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Charmaine GRIER

HOLLYWOOD,FL

Summary

Adept in patient services and office administration, I excel in environments requiring adaptability and a strong customer service ethos. At Amerisource Bergen, I enhanced patient coordination and support, significantly improving service delivery. My background combines medical office proficiency with a commitment to patient privacy and safety, showcasing a track record of achievement and a dedication to excellence.

Overview

28
28
years of professional experience

Work History

Customer Support Specialist

NATIONS BENEFITS
Miramar, FL
03.2024 - 01.2025
  • Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
  • Prepared daily activity reports summarizing activities related to customer support requests.
  • Developed innovative strategies to improve customer experience with the product or service offered by the company.
  • Maintained positive working relationship with fellow staff and management.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Created detailed reports on customer feedback for management review.
  • Analyzed customer feedback to recommend product or service enhancements.
  • Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.

Patient Services Representative

Amerisource Bergen
HOLLYWOOD, FL
07.2023 - 03.2024
  • Inbound Phone Queue/General Program Inquires
  • Determination for support programs (Copay, PAP, Medicaid, etc.)
  • Pharmacy triage and coordination
  • Order processing for wholesale orders
  • Other follow-up activities (missing info, prior authorization, etc.)
  • Intakes and reports adverse events as directed.

Banking Customer Service Representative

Teleperformance
TAMARAC, FL
03.2023 - 06.2023
  • Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns
  • Calmly attempt to resolve and de-escalate any issues
  • Escalate interactions when necessary and appropriate
  • Respond to requests for assistance and/or possible processing payments
  • Track all call related information for auditing and reporting purposes
  • Provide feedback on call issues
  • Upsell if required

Customer Service Representative

Gusto - Apex Systems
Hollywood, FL
09.2022 - 02.2023
  • · Provide exceptional service to our customers through email support
  • · Navigate multiple technology systems to research and problem-solve to resolve various customer inquiries
  • · Understand customer pain points to effectively communicate a resolution and empower them with knowledge of the Gusto product
  • · Address claims escalations and other complex support issues with both internal teams and external partners
  • · Work with our carrier partners to collect renewal information and documentation
  • · Call carrier partners to help expedite renewal information and documentation
  • · Record information in multiple systems
  • · Verify data accuracy in multiple systems
  • · Track progress using internal processes
  • · Send template follow up emails to customers and carriers
  • · Populate carrier forms with information from multiple internal systems

Case Manager

Horne - Apex Systems
Hollywood, FL
04.2022 - 08.2022
  • Ensures program applicants are continuously updated regarding the status of their program application. Frequent, diligent, and professional communication required.
    · Obtains a working knowledge of applicant needs and program eligibility criteria.
    · Understands program requirements and other key objectives.
    · Understands program processes from start to finish and communicates those processes clearly to applicants.
    · Gathers applicant documentation and uploads to program system of record.
    · Records all communications in the program system of record.

Customer Service Specialist

Centers of Disease Control and Prevention Apex
HOLLYWOOD, FL
02.2022 - 04.2022
  • ● Asked probing questions to determine service needs and accurately input information into electronic systems.
  • ● Answered calls with a friendly and polite approach to engage callers and deliver exceptional customer service
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Customer Service Representative

Fiserv - BC Forward
Coral Springs, FL
08.2020 - 05.2021
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Assist callers with online banking questions.
  • Reset passwords and unlock online bank accounts.
  • Assist cardholders with fraud prevention.

Call Agent

Insight Global
Hollywood , FL
07.2020 - 09.2020
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Communicated general company information to inquiring customers in a professional and pleasant manner to project a positive company image.

Customer Service Representative

Department of Economic Opportunity - Plexos
Hollywood, FL
05.2020 - 07.2020
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Customer Service Representative, Patient Care Technician

Cleveland Clinic Hospital
Weston, FL
02.2015 - 07.2020
  • Supported patient admissions, discharges and transfers to promote team efficiency.
  • Organized medical charts for patients by assembling new admission pages and adding appropriate pages to charts.
  • Provided excellent customer service by effectively communicating with patients, families, staff and staff in other hospital departments.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Collected biological specimens and packages for laboratory transport to complete diagnostic tests.

Patient care technician

Memorial Regional Hospital
Hollywood, FL
02.2009 - 01.2014
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Helped patients maintain healthy skin by checking wounds, assessing integrity and bathing bedbound individuals.

Certified nursing assistant

Hollywood Hills Nursing and Rehabilitation Center
Hollywood, FL
04.2007 - 09.2008
  • Promoted continuity of care by accurately and completely communicating to other caregivers the status of patients for which care is provided.
  • Planned, prepared and served meals and snacks according to prescribed diets.

Home Health Aide

Maxim
Hollywood, FL
09.2007 - 12.2007
  • Supervised medication administration, personal hygiene and other activities of daily living.
  • Facilitated best care by developing strong and trusting rapport with patient.

Front desk receptionist

106.7 Lite Fm Radio station
Louisville, KY
09.1996 - 09.1998
  • Addressed and welcomed patrons to the business per day.
  • Handled a multi-line switchboard for a busy office and routed incoming calls to the correct individuals.
  • Signed for packages that came to the organization and distributed them to the appropriate personnel.

Education

High School Diploma -

Louisville Central High School
Louisville, KY
06.1992

CNA -

Broward School of Nursing
Fort Lauderdale, FL

Skills

  • Patient services
  • Highly Adaptable
  • Medical office administration
  • Charting and clinical documentation
  • Data entry
  • Patient-focused care
  • Patient privacy
  • Accurate Ledger Maintenance
  • Customer Support
  • Documentation
  • Office administration
  • Workplace Safety Management
  • HIPAA compliance
  • Insurance verification
  • Appointment scheduling
  • Patient registration
  • Healthcare
  • Registration management
  • Patient check-in
  • Team collaboration
  • Payment processing
  • Problem-solving
  • Appointment reminders
  • Team leadership
  • Verbal and written communication
  • Money handling
  • Medical terminology
  • Regulatory compliance
  • Phone and email etiquette

Affiliations

  • Life Member at VFW Post 8195

Timeline

Customer Support Specialist

NATIONS BENEFITS
03.2024 - 01.2025

Patient Services Representative

Amerisource Bergen
07.2023 - 03.2024

Banking Customer Service Representative

Teleperformance
03.2023 - 06.2023

Customer Service Representative

Gusto - Apex Systems
09.2022 - 02.2023

Case Manager

Horne - Apex Systems
04.2022 - 08.2022

Customer Service Specialist

Centers of Disease Control and Prevention Apex
02.2022 - 04.2022

Customer Service Representative

Fiserv - BC Forward
08.2020 - 05.2021

Call Agent

Insight Global
07.2020 - 09.2020

Customer Service Representative

Department of Economic Opportunity - Plexos
05.2020 - 07.2020

Customer Service Representative, Patient Care Technician

Cleveland Clinic Hospital
02.2015 - 07.2020

Patient care technician

Memorial Regional Hospital
02.2009 - 01.2014

Home Health Aide

Maxim
09.2007 - 12.2007

Certified nursing assistant

Hollywood Hills Nursing and Rehabilitation Center
04.2007 - 09.2008

Front desk receptionist

106.7 Lite Fm Radio station
09.1996 - 09.1998

High School Diploma -

Louisville Central High School

CNA -

Broward School of Nursing

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Charmaine GRIER