Debra Stanley
West Frankfort,Illinois
Summary
Successful Customer Service in sales, payments, Account maintenance, claims processing and Benefits with over 20 years of experience addressing customer requests and concerns to provide relevant information and options. Upbeat and energetic, with grace in handling difficult situations through resourcefulness and adaptability.
Qualified in In Health Insurance terminology dealing with Benefits and Claims with 6 years of experience in fast-paced customer service and call center environments supporting company needs. Personable and professional under pressure.
Overview
25
25
years of professional experience
Work History
Medical Office Assistant
Deaconess Illinois Specialty Clinic Inc
03.2023 - Current
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Used Athens and Epic to schedule appointments for doctor visits and procedures.
- Provided prompt, polite and professional in-person and telephone customer service.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Maintained a clean reception area conducive to a professional atmosphere while adhering to safety guidelines during the COVID-19 pandemic.
- Reconciled daily payments received and prepared deposits for smooth office finances.
- Improved office ambiance, ensuring clean and organized reception area for positive first impression.
Switchboard Operator
Heartland Regional Medical Center
02.2020 - Current
- Connected callers with appropriate professional, department or business.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Announced important information and emergency notifications over PA system.
- Supported customers by managing average of 128 calls per day efficiently while maintaining professionalism and upbeat tone.
- Created and maintained company phone directory/transfer system with current extensions and staff/clinic information.
- Trained and mentored new PBX operations employees.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Maintained up-to-date knowledge of emergency call procedures.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
Customer Service Advocate II
Blue Cross Blue Shield Illinois
03.2013 - 01.2020
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Refer unresolved customer grievances to designated departments for further investigation.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Handled provider inquiries, 5 per hour in regards to claims processing, requests for benefits, eligibility and transferred callers when necessary.
- Educated and encouraged customers to promote self-sufficiency with online and mobile access tools.
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
Customer Care Representative
Windstream Communications
10.2010 - 02.2013
- Greet customers and ascertain what each customer wants or needs.
- Prepare sales slips and sales contracts.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Maintain records related to sales.
- Inventory stock and requisition new stock.
- Exchange merchandise for customers and accept returns.
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
- Explained benefits and features of our phone, Internet and Dish Network services.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Customer Service Associate
The Connection
09.2000 - 09.2010
- Monitor, evaluate, or record training activities and program effectiveness for over 50 clients.
- Offer specific training programs to help workers maintain or improve job skills.
- Develop alternative training methods if expected improvements are not seen.
- Organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials.
- Present information using variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures.
- Design, plan, organize and direct orientation and training for employees or customers of industrial or commercial establishment.
- Attend meetings or seminars to obtain information for use in training programs or to inform management of training program status.
- Worked 1st six years as Customer Service agent taking calls for orders, trouble shooting merchandise received, tracked packages going out and returning.
- Requested reships and credits from appropriate departments.
- Exceeded service objectives by applying proven customer service and sales best practices.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
Education
High School Diploma -
ROMEOVILLE HIGH SCHOOL
Romeoville, IL12.1975
Some College (No Degree) - Took Basic Prerequisit To Work On CNA Credentials
New Mexico State University - Carlsbad
Carlsbad, NMSkills
- Customer Service
- Follow Instruction with little supervision
- Excel, Power Point and Word
- Took payments and recorded those payment
- Credit card processing
- Complaint resolution
- Professional telephone demeanor
- Multi-line phone talent
- Good listening skills
- Medical terminology knowledge
- Switchboard Operations
Additional Information
- ADDITIONAL SKILLS , Maintained 3.8 BPA Inducted into the Who's Who 2007 Certified in CPR Crimson Scholar CSR of the Month Customer compliments awards for eight years of service
going to movies, swimming and taking walks
I love to take time for myself so that I am better serve my customers and providers.
Timeline
Medical Office Assistant
Deaconess Illinois Specialty Clinic Inc
03.2023 - Current
Switchboard Operator
Heartland Regional Medical Center
02.2020 - Current
Customer Service Advocate II
Blue Cross Blue Shield Illinois
03.2013 - 01.2020
Customer Care Representative
Windstream Communications
10.2010 - 02.2013
Customer Service Associate
The Connection
09.2000 - 09.2010
High School Diploma -
ROMEOVILLE HIGH SCHOOL
Some College (No Degree) - Took Basic Prerequisit To Work On CNA Credentials
New Mexico State University - Carlsbad
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