Gerald L. Morris
Galt,CA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Blue Shield Of CA
Lodi, CA
01.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Updated account information to maintain customer records
- Collected and analyzed customer information to prepare product or service reports
- Recorded account information to open new customer accounts
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services and company information
- Recommended products to customers, thoroughly explaining details
- Answered customer telephone calls promptly to avoid on-hold wait times
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Investigated and resolved customer inquiries and complaints quickly
- Exhibited high energy and professionalism when dealing with clients and staff
- Responded proactively and positively to rapid change
- Facilitated inter-departmental communication to effectively provide customer support
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
Cashier/Receptionist
Kaiser, 09, Regional Float Pool
Oakland, CA
01.2021 - 11.2021
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Tallied cash drawer at beginning and end of each work shift
Cashier •Receptionist
Baylor Scott & White
Killeen , Texas
05.2021 - 09.2021
- Answering inbound calls
- Making appointments
- Baylor Scott &, Answering inbound calls from patients and providers
- Scheduling appointments and lab work
- Order supplies
- Complete new admissions for patients
- General clerical duties (i.e
- Filing, faxing, and copying)
- Used coordination and planning skills to achieve results according to schedule
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Conducted research, gathered information from multiple sources and presented results.
- Monitored company inventory to keep stock levels and databases updated.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Resolved problems, improved operations and provided exceptional service.
- Carried out day-to-day duties accurately and efficiently
TPL Specialist
Sutter Physician Services
05.2015 - 05.2021
- Accountable for collecting funds paid by Sutter physicians services’ clients
- Investigate possible third party liability cases, Identifies and confirms these cases
- Tracks funds recovered according to TPL rules and guidelines
- Conducts incoming/ outgoing telephone calls to patients, third party insurance companies and attorney’s offices
- Responds to subpoenas and copy service requests for billing records for billing records by generating reports, and adhering to pertinent timetables
- Negotiates and debate both current statutory laws as well as contractual agreements with both patients’ and or their attorneys.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Collaborated with team members to achieve target results
- Increased customer satisfaction by resolving issues
Management Assistant
CarMax
12.2013 - 05.2015
- Responsible for providing administrative support to managements team and associates
- Coordinated employment for job applicants visiting CarMax location
- Partnered with hiring team members and job applicants to obtain scheduling availability
- Confirm schedules for hiring team and provided supplemental paperwork to hiring team members
- Managed and maintained job applicants files
- Coordinated all new associates orientations
- Ensured all new hires completed new hire documentation.
- Conducted research to assist with routine tasks and special projects
- Offered technical support and troubleshot issues to enhance office productivity
- Sorted, opened and routed mail and deliveries to meet business requirements
- Created and updated records and files to maintain document compliance
- Produced letters and memoranda to inform stakeholders of business decisions
- Delivered top-notch administrative support to office staff, promoting excellence in office operations
- Completed daily logs for management review
- Performed wide-ranging administrative, financial and service-related functions
Collector
Grant & Weber
04.2013 - 07.2013
- Third -Party Liability, Responsible to ensure that healthcare accounts referred from client are billed and paid both accurately and timely
- Established and maintained working relationships with intra departmental leaderships, client hospital staff, insurance company representatives, compliance officers, and various other.
- Used scripted conversation prompts to convey current account information and obtain payments
- Persistently reached out to customers with extremely past due accounts to recover lost revenue
- Maintained high volume of calls and met demands of busy and productive group
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities
- Negotiated with account holders to devise repayment plans and minimize collections receivables
- Directed day-to-day collections functions
Alameda County Medical Center
04.2013 - 07.2013
- Prepared discharge records to be analyzed
- Checked transcriptions in system to ensure all deficiencies are updated and completed
- Pulled, and prepared charts for providers to correct their deficiencies
- And file transcriptions in chart, and charge back to main file room
- Answered calls and directed to appropriate staff, and departments.
- Increased customer satisfaction by resolving issues
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Participated in team-building activities to enhance working relationships
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Demonstrated respect, friendliness and willingness to help wherever needed
Administrative Assistant
Alameda County Medical Center, AppleOne
01.2012 - 04.2012
- Scheduled interviews
- Processed new and exitting employees paperwork
- Ordered/ and maintained
- Created, and facilitated office memos, when advised to appropriate staff members
- Answered and forwarded all calls to appropriate departments, assistant management with upcoming projects
- Sent mail to HR office via overnight mail
- Assisted, and coordinated travel arrangements including (Flights, Hotels, Car rental reservations)
- Coordinated, and facilitated with arranging, and setting up conference calls.
Customer Service Representative
Affinity Medical Solutions
04.2010 - 02.2011
- Answered incoming calls from member, providers, and health plans
- Resolved issues related to medical claims, payment issues
- Authorization request.and basic health care related questions
- Handled confidential information, routing advanced level questions to the appropriate departments
- Entering claims in system to be processed.
Patient Relations Asst
University of Kentucky Gill Heart Institute
01.2009 - 02.2010
- Responsible for scheduling for 30+ physicians’
- Addressing patient concerns, request and processing HIPAA complaints
- Processed medical records release forms
- Maintained high quality of service for patients through multitasking and prioritizing duties, fee sheet reconciliation
- Taking daily patient attendance
- Triaged nursing calls, and directed to appropriate nursing staff..
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Maintained excellent attendance record, consistently arriving to work on time
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Increased customer satisfaction by resolving issues
- Improved operations through consistent hard work and dedication
- Resolved problems, improved operations and provided exceptional service
- Exceeded goals through effective task prioritization and great work ethic
Medicare Enrollment Specialist
Humana Incorporated
03.2006 - 12.2008
- Enrolled new members’ for healthcare services in the CAS database
- Solved complex systems, product or services problems
- Identified root causes to problems.
Cardiologist, Medical Receptionist
CommonWealth
01.2003 - 03.2006
- Managing a multi-phone line
- Organized charts, and prepared charts for multiple providers
- Prepared spreadsheets for billing office, collections department
- Managed scheduling systems
- Maintained confidentiality at all times.
Skills
- 10 years working with CPT-Codes, ICD-9, ICD-10, and other medical Terminology
- Expert in third party liability collections, property, and casualty claims, processing TPL healthcare recovery
- Strong negotiating and investigative abilities
- Ability to handle large caseloads with a typical TPL case value of ($3,000-$10,000)
- Able to work independently and with a team environment
Affiliations
Leadership Development Program- LDP
Designed for formal leaders at SPS in formal leadership roles. The PDP welcomes highly valued individuals to contribute to the success of Learning about upper management endeavors.
“ Learning and Leading at SPS comprised of 4 courses
Effective Communication
Time Management
Change Management
5 Dynamics
Additional Information
- ACTIVITIES , 08/09/2016- 12/14/2016
Timeline
Customer Service Representative
Blue Shield Of CA
01.2022 - Current
Cashier •Receptionist
Baylor Scott & White
05.2021 - 09.2021
Cashier/Receptionist
Kaiser, 09, Regional Float Pool
01.2021 - 11.2021
TPL Specialist
Sutter Physician Services
05.2015 - 05.2021
Management Assistant
CarMax
12.2013 - 05.2015
Collector
Grant & Weber
04.2013 - 07.2013
Alameda County Medical Center
04.2013 - 07.2013
Administrative Assistant
Alameda County Medical Center, AppleOne
01.2012 - 04.2012
Customer Service Representative
Affinity Medical Solutions
04.2010 - 02.2011
Patient Relations Asst
University of Kentucky Gill Heart Institute
01.2009 - 02.2010
Medicare Enrollment Specialist
Humana Incorporated
03.2006 - 12.2008
Cardiologist, Medical Receptionist
CommonWealth
01.2003 - 03.2006
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