DOROTHY RAY
Selma,California
Summary
Heavy inbound calls. Assisted employees with their health care benefits and claims. Updated info in computer. Enrolled new employees for benefits.
Set up home care/DME for patients discharging from Banner Hospitals. Obtain documentation necessary to set up home health services. Verified benefits when necessary. Uploaded documents to send to agencies and confirmed services set up.
Assisted hospitals with behavior health/drug & alcohol placement for patients in need of services. Documentation sent to providers. Set up transportation to providers.
Heavy inbound calls. Assisted employees with their health care benefits and claims. Updated info in computer. Enrolled new employees for benefits.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Banner Health
08.2008 - 10.2017
- Entered patient data into the computer and relayed requested information to healthcare staff in order to improve treatment planning
- Worked with patients, families, and physicians/hospitals to ensure patient needs are met
- Heavy phone and computer experience in setting up home health and DME for patients
- Worked with hospital emergency rooms in setting up behavior health care for patients in need.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Built and maintained positive working relationships with patients and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Delivered support to medical staff in completion of patient paperwork.
Education
Diploma - Medical Transcription
American Institute
Phoenix, AZ01.2007
Associate of Arts - Paralegal Studies
Lamson College
Tempe, AZ01.1991
Skills
- Good Communication Skills
- Call Centers
- Effective Written and Verbal Communication
- Customer Service and Assistance
- High-Volume Call Environments
- Telephone Etiquette
- Online Chat
- Customer Data Confidentiality
- Call Volume and Quality Metrics
- Ability to Work Independently
Timeline
Customer Service Specialist
Banner Health
08.2008 - 10.2017
Diploma - Medical Transcription
American Institute
Associate of Arts - Paralegal Studies
Lamson College