Summary
Overview
Work History
Education
Skills
Personal Information
References
Timeline
Generic

Iris Marie Toone

Centerville,UT

Summary

I thoroughly enjoy working at DMBA as a Customer Support Representative in Enrollment, Retirement and HSA. This employment has been a tremendous blessing in my life. I love DMBA, it's associates, and the participants that I get to work with each day. Working for this amazing company has fulfilled and enriched my life immensely. Being a part of something this important is truly a gift.

I work hard to be the best that I can be to honor, respect and live up to DMBA's Values and Purpose.

Throughout my employment with DMBA, I have aspired to being in a role where I could work with employers and members to train them, assist them and support them in understanding and optimizing their DMBA benefits. I care for our participants and have great joy in serving them. My deep desire is to support the mission of the Church of Jesus Christ of Latter Day Saints and it's affiliates by helping our plan participants be healthy and prepare for retirement.

I enjoy public speaking and I work extremely well at presentation. I am in a position in my life where travel for my work is welcomed, and I have the support of my spouse and my grown family as I do so.

I leverage 20+ years of experience optimizing productivity, efficiency and service quality. Highly dependable, ethical, and reliable, with understanding and proficiency in our plans, policies, and guidelines. Adept at supporting key leadership with advanced organizational, technical, and business acumen. Collaborative and driven, with skill in ensuring operational and service excellence.

Overview

22
22
years of professional experience

Work History

Customer Service Representative

DMBA
Salt Lake City, UT
10.2020 - Current
  • Resolved over 20 daily calls with 100% accuracy on Calabrio Reviews.
  • Documented interactions with members and providers to track requests and outcomes.
  • De-escalated concerns from members and providers, maintaining professionalism.
  • Fielded complaints and inquiries for prompt resolution of issues.
  • Uphold quality control policies during all member and provider interactions.
  • Provided exceptional service through attentive problem-solving for all members.
  • Trained in Medical, Dental, Claims, Preauthorization, Enrollment, Retirement, HSA, and FSA.
  • Reviewed customer account information to identify issues and propose solutions.

Office Manager

Complete Care Chiropractic
Centerville, UT
06.2008 - Current
  • I was initially in charge of handling the complete set up/restructuring of the business including but not limited to: Licensing, insurances, employees, taxes, billing, leases, daily operations, computer billing, customer service, accounts payable and accounts receivable.
  • My daily duties include all aspects of Customer Service including but not limited to: Answering phones, scheduling appointments, checking patients In and out, billing, all aspect of insurance handling, Chiro 8000, Microsoft Word and Windows, internet, faxing, emailing, letter writing, dictation, accounts payable and receivable.
  • Increased office organization by developing filing system and customer database protocols.
  • Strengthened community outreach by coordinating fundraisers, including managing marketing, vendor relations and volunteer supervision processes.
  • Conducted performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Organized patient files and streamlined operations to improve efficiency.
  • Developed and actualized plans to streamline patient flows, increase office and patient care efficiency and generate new revenues.
  • Interviewed, onboarded, developed and oversaw daily activities of clerical and administrative office personnel.
  • Managed office inventory and placed new supply orders.

Owner

Canterbury Reception Center
Bountiful, UT
05.2003 - 08.2005
  • Wedding planning, event planning, scheduling, managing employees, catering, shopping, accounts payable, accounts receivable, business management, customer service, ordering, purchasing, taxes.
  • I coordinated, planned, catered, carried out and successfully completed over 200 events for between 50 to 500 guests per event.
  • Led startup and opening of Wedding Reception business and provided business development, creation of operational procedures and workflow planning.
  • Assessed, optimized and elevated operations to target current and expected demands.
  • Enhanced operational performance by developing effective business strategies, systems and procedures.
  • Oversaw project execution, phase progress, workmanship and team performance to drive on-time completion of deliverables.
  • Set pricing structures according to market analytics and emerging trends.
  • Developed business and marketing plans and prepared monthly financial reports.
  • Supervised performance of 12 workers with goals of improving productivity, efficiency and cost savings.
  • Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
  • Identified client business and operational needs and introduced services to provide solutions.
  • Promoted store offerings through newspaper advertisements, catalogs and brochures to attract new customers.
  • Hired and mentored core start-up team, working to outline initial company policies and procedures.

Education

General Studies/ Pre-Requisites

Salt lake Community College
1995

Skills

  • Trained in Medical and Dental Plans
  • Trained in Claims
  • Trained in Enrollment
  • Trained in Retirement
  • Trained in Preauthorization
  • Trained in FSA and HSA
  • Member Support
  • Member Relations
  • Data Entry
  • Business Management
  • Event Planning and Coordination
  • Invoicing and Billing
  • Public Speaking
  • Microsoft Office
  • PowerPoint
  • Project Management
  • Purchasing
  • Report writing
  • Scheduling and Calendar Management
  • Training and Coaching
  • Workforce Management
  • Conflict resolution
  • Quality assurance
  • Effective communication
  • Problem solving
  • Attention to detail
  • Documentation
  • Verbal and written communication
  • Team collaboration
  • Problem-solving
  • Multitasking and organization
  • Positive and professional
  • Active listening
  • Courteous demeanor
  • Assertiveness
  • Receiving support
  • Inbound and outbound calling

Personal Information

Working with participants is something that I am excellent with. I know that I would have the same capability while working with employers. I get along extremely well with others and I have a pleasant, kind and genuine personality. I am a quick learner and I enjoy learning new things. I am fast paced, organized, aware and capable of handling difficult situations, a problem solver. I know that I would be a great asset to your team. Some of my personal interests include spending time with my family and friends, planning and carrying out events, hiking, golfing, rafting, cooking, sewing, crafts, playing the piano, gardening, movies, traveling, board games and puzzles

References

Maria Hunt 4488 W Meadow Bend Dr. Herriman, UT 84096 801-509-0622

Sharrae Simmonds 221 N. 1450 W. West Bountiful UT 84087 801-694-7776

Jane Hyde 1051 E Skyler Dr Draper, UT 84020 801-946-5897

Timeline

Customer Service Representative

DMBA
10.2020 - Current

Office Manager

Complete Care Chiropractic
06.2008 - Current

Owner

Canterbury Reception Center
05.2003 - 08.2005

General Studies/ Pre-Requisites

Salt lake Community College

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Iris Marie Toone