Dovona Green
Las Vegas,NV
Summary
Hardworking Customer Service Expert bringing 20 years of experience meeting customer needs via telecommuting roles. Skilled in listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
COVID-19 Screener
MMC Group
01.2021 - 07.2023
- Scheduled and confirmed appointments for vaccinations.
- Interview to confirm blood pressure, symptoms and conditions.
- Lent daily assessment of health screen and symptom data.
- Documented patient care accurately and concisely in private system.
- Followed CDC guidelines to establish accuracy and compliance with COVID-19 protocols.
Quality Assurance Specialist
Liberty Dental Plan
05.2020 - 12.2021
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Promoted adherence to quality standards by educating personnel on quality control
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions
- Inspected items and compared against standards to meet regulatory requirements
Call Center Supervisor
LogistiCare
02.2016 - 04.2020
- Supervised staff of 35 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Defined clear targets and objectives and communicated to other team members.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Medical Biller and Coder
Olympia Medical Center
02.2012 - 11.2015
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Scanned and uploaded medical records into electronic medical records system.
- Verified accuracy of patient information in medical records.
- Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
- Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
- Reviewed patient charts to better understand health histories, diagnoses, and treatments.
Education
Medical Billing & Coding - Medical Billing & Coding
Everest College - Anaheim
Anaheim, CA09.2012
Skills
- Data entry
- Logging call information
- Customer service optimization
- Inbound phone calls
- Problem-solving skills
- Complaint resolution
Timeline
COVID-19 Screener
MMC Group
01.2021 - 07.2023
Quality Assurance Specialist
Liberty Dental Plan
05.2020 - 12.2021
Call Center Supervisor
LogistiCare
02.2016 - 04.2020
Medical Biller and Coder
Olympia Medical Center
02.2012 - 11.2015
Medical Billing & Coding - Medical Billing & Coding
Everest College - Anaheim
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