Georgina Francis
Albany,NY
Summary
Experienced Customer Service Representative with 30 years of experience working in busy, fast-paced call center and other customer service based employment. Committed to providing prompt, quick and accurate service to large volume of incoming calls. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Healthcare Customer Service Representative
Blue Shield NENY
Latham, NY
08.2016 - 01.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Resolved billing inquiries and disputes in timely fashion.
- Investigated insurance claims denials and appeals.
- Handled customer service inquiries in person, via telephone and through email.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Imaging Clerk
St. Peters Hospital
Albany, NY
04.2016 - 08.2016
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Worked with internal staff to process documents and sent for closing.
- Converted documents from one application to another.
- Prepared patient imaging copies for tumor board.
Manager-Shop From Home
ShopRite
Albany, NY
02.2014 - 04.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Healthcare Customer Service Representative
Empire Blue Cross Blue Shield
Albany, NY
12.2010 - 11.2013
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Supported accounts receivable operations within assigned functions.
- Promoted available products and services to customers during service, account management, and order calls.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Certificate - Medical Billing And Coding
Branford Hall Career Institute
Branford, CT01.2010
High School Diploma -
Colonie Central High School
Albany, NY06.1987
Skills
- Medical Billing/Coding Understanding
- Medical Insurance
- Medical Terminology
- Incoming Member Calls
- Claims Review
- Member Eligibility
Timeline
Healthcare Customer Service Representative
Blue Shield NENY
08.2016 - 01.2023
Imaging Clerk
St. Peters Hospital
04.2016 - 08.2016
Manager-Shop From Home
ShopRite
02.2014 - 04.2016
Healthcare Customer Service Representative
Empire Blue Cross Blue Shield
12.2010 - 11.2013
Certificate - Medical Billing And Coding
Branford Hall Career Institute
High School Diploma -
Colonie Central High School