I am a Strong leader and problem-solver that is dedicated to streamlining operations to decrease costs and promote organizational efficiency. I use Independent decision-making skills and sound judgment to positively impact company success. I have Team Lead Customer Service Representative skills bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. I am able to enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
* Make contact to schedule a variety of specific medical and dental services in accordance with customer availability and contract guidelines.
* Respond to a variety of inquiries and resolve issues with regard to the Appointment.
* Maintaining sensitivity toward military culture.
* Conduct customer contact related to Health Assessment processing, referral follow up, education's and resource requirements.
* Identify Potential Behavioral Health Assessment processing, referral follow up educations, and resources requirements.
* Prior Military Experience working in the Healthcare Industry.
* Proficient Computer Skills including Microsoft Office programs such as Excel. Power Point.
* Experience with generated spreadsheet navigations, data entry and sorting.
* Experience with Word creating and editing word documents and Outlook Email and Calendar.
* Managed high-stress situations effectively. maintaining professionalism under pressure while resolving disputes or conflicts.
* Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
* Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
* Enhanced customer satisfaction by promptly addressing concerns and providing accurate Information.
* Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
* Provided Coaching, Shadowing and Mentoring to fellow team members at my Supervisor Request.
* Met customer call guidelines for service levels, handles times and productivity.
* Received many 100% on QA Scores Monthly.
* Received many Kudo's and Bravo's Monthly from Veterans.
* Answers inbound call from customers with billing issues, technical issues, or general questions regarding service.
* Assists customers questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems.
* Handles telephone customer contacts. Coordinates with all sales channels for retention efforts on existing customer base.
* May sell all products and services offered by the Company.
* May help collect past due balances or take payments from customers who have been disconnected.
* Processes credit applications and activates service.
* Performs other duties as assigned by management.
Won VIP Several Times & Top 10 Loyalty Rep.
• Answer urgent and non-urgent phone calls using computer-telephony integration
- Provide information, document interactions, or schedule appointments using predefined scripts and templates
* Dispatch messages/Train Dispatchers
- Deliver message content back to clients
- Training and Team Leader to CSR Teams
* Responsibilities entailed a diversified amount of administrative tasks.
* Cross-trained and backed up other customer service managers.
• Assign new claim to the appropriate claims handler.
• Communicate clearly and professionally with the customer by telephone and/or written correspondence regarding all aspects of claim process.
* Responsibilities entailed a diversified amount of administrative tasks;
• Including adjusting claims, troubleshooting clients concerns.
* Carry out administrative tasks by communicating with clients, distributing mail and scanning documents.
*. Schedules appropriate tests/procedures using the Hospital Scheduling System.
* Collect all necessary demographic and Insurance Information and accurately pre-registers assigned patients into the Hospital Information System , utilizing current Hospital policies and procedures.
*. Heavy phone contact and input of pertinent data on each client daily.
* Maintain a thorough knowledge of Hospital contracted Insurance plans.
CLAIMS/CUSTOMER SERVICE REPRESENTATIVE
• Responsibilities entailed a diversified amount of administrative task including adjusting claims, troubleshooting clients concerns.• Opening new policies, interacting with customers regarding accident, life and health insurance issues.• Heavy phone contact and input of pertinent data on each client daily.* Adjust Claims up to 75 a day requirement.
* Responsibilities entailed registering and interviewing patients, designating proper demographic information.
• Insuring third party billing (Medicaid, Medicare, HMO’s, PPO’s and Commercial Insurance Plans.)
* Heavy call volume. Entering laboratory and radiology orders.
* Billing, Collection and Insurance Verification. interviewing patients, designating proper demographic information.
• Insuring third party billing (Medicaid, Medicare, HMO’s, PPO’s and Commercial Insurance Plans.)
* Heavy call volume. Entering laboratory and radiology orders.
• Billing, Collection and Insurance Verification.
*Responsibilities entailed full operation of the Admission and ER department, preparation of patients charts.
• Insurance Verification, Billing and Collection.; transferring data to the proper area, heavy communication between patients.
* Medical Transcriptionist Cardiology Dept.
Proficient in Opus, Rio, CRM, Customer Care, Telegance, BIBA, Express Pay, Clarify, CCKM, Windows/Mac Environment, Word, Power Point, Excel, HBOC , E-Care, Medifx and Avaya, Softphone Milliman-Coding, California MainFrame, Joyware and Anita, Ignite Soft Phone, Micollab, Mednet Main Frame, Mednet Application, Excel, Powerpoint, Word Documents, Outlook Email and Calendars
Prior Military Experience working in HealthCare Industry
Claims Experience for Short Term Disability, FMLA and Workers Compensation
Strong communication and administrative abilities
Solid supervisory skills
Great troubleshooter and team player
Medical Terminology
Excelling liaison abilities;
Articulate and Well-Groomed
Typing 75 WPM