Chiquita Massey
Atlanta,GA
Summary
Versatile Administrative professional well-versed in healthcare practices, compliance standards and operations. Excellent problem-solver and clear communicator with positive and upbeat personality. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Help desk position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Medical Receptionist
Internal Medicine Associates
03.2019 - 07.2021
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Obtains revenue by recording and updating financial information, recording and collecting patient charges controlling credit extended to patients filing, collecting, and expediting third-party claims
- Protects patients rights by maintaining confidentiality of personal and financial information confidentiality and privacy protocols in accordance to Clinic policies and HIPAA requirements supporting healthcare professionals and ensuring the smooth and efficient operation of our medical facility.
- Checked patient insurance, demographic, and health history to keep information current.
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Customer Service Representative Team Lead
MANPOWERGROUP INC.
05.2012 - 07.2018
- Assumed a variety of responsibilities with extensive experience in sales and the customer service environment; which included generating more than 100 new prospects weekly, retaining existing customers, managing/tracking returns
- Managed over 250 customer caseload regularly to evaluate their account balances, resolving complex customer complaints in less than a 2 - day business window and implementing workable solutions
- Reduced funds spent on inventory department wide by 45%
- Tactics include monitoring office supplies and anticipating inventory needs, placing orders to ensure office is adequately stocked, cutting down on overuse of pertinent supplies, and scheduling equipment service and repairs
- Maintained a customer retention rate of 40% above company average and received 100% positive customer survey results within the 1st year of employment
- Trained 10 incoming staff members in procedural and technical issues within the office as well as created various templates for improved efficiency and training curriculum
- Typed memos, correspondence, reports and other documentation including follow-up letters to customers to ensure their questions were addressed and to assure them of support throughout the life of their membership.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
Customer Service Representative Manager
Duke Energy
09.2009 - 02.2012
- Trusted leader and energetic professional with solid experience providing diverse customer support in a high volume call center environment
- Strong problem-solving skills coupled with initiative and accuracy for the customer and facilitate the development of strong customer relationships
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- A self-motivated and hardworking employee with an excellent track record of meeting and exceeding productivity targets
- Selected Accomplishments:
- Provided excellent customer service to more than 90 callers per day in a fast-paced call center environment, boosting sales by 10% within 6 months of start date
- Collaborate with team members in a mentorship role to improve customer satisfaction ratings of 95% and ensure customer account accuracy with as little as 5% delinquencies when using multiline phone systems and office software
- Identified alternative queuing solution which led to a wait reduction of 15%, and improving overall customer retention by 60%
- Maintained executive managers' calendars by planning and scheduling conferences, teleconferences, and travel on a daily bases
- Managed front office reception area by cleaning and organizing desk and visitor lobby, maintained log books, including sign-in/out logs, front desk expenditures, and calls received.
Education
Bachelor of Science in Business Administration -
Auburn University of Montgomery
Montgomery, AL07.2024
High school diploma -
Covenant Academy
Montgomery, AL01.2009
Skills
- HIPAA
- Multi-line Phone Systems
- Software Troubleshooting
- Computer skills
- Administrative experience
- Medical terminology
- Insurance verification
- Computer Proficiency
- Medical Records
- Adobe Acrobat
- Google Docs
- Medical Billing
- Medical Office Experience
- Windows
- Microsoft Office
- Medical Terminology
- Appointment Scheduling
- Telephone Etiquette
- Front Desk Operations
- EMR / EHR
- Data Entry
- Desktop and laptop installations
- Computer Troubleshooting
- System Upgrades
Certification
CompTIA Security+, 05/01/24, 05/01/27
Timeline
Senior Medical Receptionist
Internal Medicine Associates
03.2019 - 07.2021
Customer Service Representative Team Lead
MANPOWERGROUP INC.
05.2012 - 07.2018
Customer Service Representative Manager
Duke Energy
09.2009 - 02.2012
Bachelor of Science in Business Administration -
Auburn University of Montgomery
High school diploma -
Covenant Academy
CompTIA Security+, 05/01/24, 05/01/27
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