Gaynelle Wyatt
N Las Vegas,NV
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
43
43
years of professional experience
Work History
Customer Service Representative
Elevance Health
Las Vegas, NV
02.2023 - Current
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered inbound calls, and emails to facilitate customer service for Bank of America Concierge Team
- Conducted regular follow-up calls with customers after resolving their issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered customer inquiries and provided accurate information regarding products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Medical Records Specialist
Southwest Medical/OPTUM
Las Ve, NV
08.2018 - 01.2023
- Provided respectful assistance to patients, staff members and insurance company representatives.
- Assisted in the development of new policies and procedures for medical record keeping.
- Scanned and validated medical records for upload.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Operated a variety of machinery and tools safely and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Completed day-to-day duties accurately and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked with cross-functional teams to achieve goals.
Clinical Customer Service Representative
United Healthcare, UHG
Las Vegas, NV
10.2016 - 06.2017
- Verified demographics and insurance information to register patients in computer system.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Performed data entry into electronic health record systems for patient information updates.
- Developed strong relationships with patients through effective communication skills.
- Provided administrative support such as filing documents, preparing reports and maintaining databases.
- Monitored call queues to ensure calls were answered within established timeframes.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Applied HIPAA privacy and security regulations while handling patient information.
Medical Records Supervisor
Maximus Federal
Folsom, CA
09.2004 - 07.2016
- Streamlined day-to-day office processes to meet long-term goals.
- Oversaw the maintenance of electronic health records systems.
- Conducted regular audits of medical records to ensure completeness and accuracy.
- Safeguarded medical records to maintain patient confidentiality.
- Purged inactive files and destroyed obsolete files following procedures.
- Facilitated ongoing record review and reported results to quality improvement committee.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Monitored adherence to state and federal laws regarding confidentiality of patient information.
- Administered staffing schedules for maximum utilization of material and human resources.
- Supervised staff responsible for the maintenance of patient records to ensure accuracy and compliance with HIPAA regulations.
- Maintained positive working relationship with fellow staff and management.
- Mentored junior team members and managed employee relationships.
- Answered questions and fulfilled requests with friendly and knowledgeable service.
- Provided training sessions for staff on proper documentation techniques.
- Supported medical staff research and administrative planning by maintaining current data collection systems.
- Ordered and restocked supplies in line with budget limits and office needs.
- Maintained record of authorized information taken from charts.
- Determined and implemented techniques to improve medical records retrieval process.
- Assisted with development of policy and procedure manuals for release of information requests.
- Enforced state and federal legal requirements governing confidentiality and legal issues pertaining to health information.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Worked with cross-functional teams to achieve goals.
- Operated a variety of machinery and tools safely and efficiently.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Updated and maintained databases with current information.
- Maintained updated knowledge through continuing education and advanced training.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Completed day-to-day duties accurately and efficiently.
Reasearch and Resolution Specialist
Department of Defense
Torrance, CA
09.1998 - 08.2003
- Prepared written opinions or decisions regarding cases.
- Conducted interviews with disputants, witnesses and any additional relevant groups or individuals.
- Reviewed legal documents and contracts to determine potential conflicts and disputes.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Researched and analyzed individual parties' positions to understand dispute background.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Proven ability to learn quickly and adapt to new situations.
- Learned and adapted quickly to new technology and software applications.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Self-motivated, with a strong sense of personal responsibility.
- Developed strong communication and organizational skills through working on group projects.
Accounting Technician
SPAWAR Pacific/NCCOSC RDT&E Div
San Diego, CA
06.1982 - 09.1996
- Tracked financial progress by creating quarterly and yearly balance sheets.
- Implemented new accounting processes to decrease spending and work flow downtime.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
- Entered figures using 10-key calculator to compute data quickly.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
- Organized budget documentation and tracked expenses to maintain tight business controls.
- Created detailed expense reports to facilitate reimbursement for business expenses incurred.
- Organized general ledger with accuracy and within time constraints.
- Presented audit findings to accounting manager after reviewing results and paperwork.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Matched purchase orders with invoices and recorded necessary information.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Handled day-to-day accounting processes to drive financial accuracy.
- Streamlined daily reporting information entry for efficient record keeping purposes.
Education
Accounting and Finance
Los Angeles Southwest College
Los Angeles, CAAccounting
Los Angeles City College
Los Angeles, CABusiness
College of Alameda
Oakland, CASkills
- Research
- Attention to detail
- Task prioritization
- Multitasking
- Customer service
- Remote office availability
- Data entry
- Dependable and responsible
- Interpersonal communication
- Organization and time management
- Teamwork and collaboration
- Multitasking Abilities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Supervised team of 32 staff members.
Work Preference
Work Type
Full TimeWork Location
RemoteTimeline
Customer Service Representative
Elevance Health
02.2023 - Current
Medical Records Specialist
Southwest Medical/OPTUM
08.2018 - 01.2023
Clinical Customer Service Representative
United Healthcare, UHG
10.2016 - 06.2017
Medical Records Supervisor
Maximus Federal
09.2004 - 07.2016
Reasearch and Resolution Specialist
Department of Defense
09.1998 - 08.2003
Accounting Technician
SPAWAR Pacific/NCCOSC RDT&E Div
06.1982 - 09.1996
Accounting and Finance
Los Angeles Southwest College
Accounting
Los Angeles City College
Business
College of Alameda
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