Summary
Overview
Work History
Education
Skills
I enjoy being around my family and friends, I enjoy makin people smile.
Timeline
SeniorSoftwareEngineer

Jeffie Matty

Customer Service Healthcare Remote
Salem,AR

Summary

Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

20
20
years of professional experience

Work History

Healthcare Customer Service Representative

SYKES
11.2022 - 01.2023
  • Maintained confidential patient, employee and company information in compliance with company policies and HIPAA compliance requirements .
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Identified, analyzed and researched systemic issues for resolution.
  • Accounts Receivable by entering customers credit card information for copay and after insurance payment obligations.
  • Supported accounts receivable operations within assigned functions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and needs quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Pharmacy Intern

Lessley Drug
03.2017 - 10.2022
  • Counseled patients on new medications and OTC products.
  • Accounts receivable taking payments for OTC, prescriptions and on customers accounts.
  • Assisted pharmacist in final review of filled prescriptions.
  • Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions and refill instructions.
  • Used pharmacy software to enter prescription and insurance information.
  • Provided friendly customer service at drop-off and pick-up counters.
  • Communicated closely with patients, ensuring medical information was kept private.
  • Updated patient profiles and prescriptions in the data base with strong focus on accuracy.
  • Worked as part of team.
  • Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers.
  • Monitored inventory levels and notified pharmacist of items requiring reorder.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Followed department policies, procedures and best practices for pharmacy operations.

Dispatcher Electric

North Arkansas Electric Cooperative Inc.
11.2017 - 09.2022
  • Directed dispatching, routing and tracking of multiple vehicles.
  • Cross trained when needed in other departments.
  • Accounts Receivable taking payments for disconnects and services.
  • Customer service to the members on the phones.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Closely monitored dispatch board to triage and prioritize over multiple outages calls.
  • Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Helped to verify and resolve customer complaints.
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
  • Evaluated and adjusted several routes based on daily needs, available workers, traffic hazards and weather conditions.
  • Sent out lineman to assist multiple hourly callers based on locations, needs and worker availability.
  • Helped train new employees in various procedures and gave feedback on daily work performance to increase knowledge of the systems,productivity and caller satisfaction
  • Increased area coverage through effective scheduling and detailed location monitoring.
  • Received new orders, prepared documentation and assigned personnel.
  • Monitored flow of paperwork and directed information to appropriate departments.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Responded daily caller requests with information about assistance and timeframes about the outage.

Customer Service Representative

AT&T Wireless
01.2008 - 07.2017
  • 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.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Accounts Receivable taking payments for sales, services and deposits by cash or credit card.
  • Recommended products to customers, thoroughly explaining details.
  • Provided primary customer support to internal and external customers.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Trained new personnel regarding company operations, policies and services.
  • Answered multiple calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Cross Trained in several departments and stores when needed.

Education

High School Diploma -

University of Arkansas-Fort Smith
Fort Smith, AR

High School Diploma -

Pleasant View High School
Mulberry
05.1988

Skills

  • Building Customer Trust and Loyalty
  • Registration and Scheduling
  • Caring and Empathetic
  • Insurance Information Collection
  • Efficient and Detail-Oriented
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure
  • Insurance Verification
  • Courteous with Strong Service Mindset
  • Multi-Line Telephone Systems
  • Customer Experience
  • System Verification
  • Payment Calculation
  • Billing Issue Resolution and Support
  • Call Volume and Quality Metrics
  • Clerical and Filing Support
  • Patient Health Information Access
  • Insurance Form Processing
  • Training Junior Team Members
  • Telephonic Triage
  • Outbound Calling
  • Upbeat and Positive Personality
  • Quality Standards and Protocols
  • Demographics Information

I enjoy being around my family and friends, I enjoy makin people smile.

My family and friends especially my grandson are the center of my world, I love to have get together and cook, visit and laugh a lot. Me and my husband live about 5 hours away from most of them so when we can get to see them we make the most of it.  When people are smiling and laughing it makes me feel good and I think it makes the world a little happier.

Timeline

Healthcare Customer Service Representative

SYKES
11.2022 - 01.2023

Dispatcher Electric

North Arkansas Electric Cooperative Inc.
11.2017 - 09.2022

Pharmacy Intern

Lessley Drug
03.2017 - 10.2022

Customer Service Representative

AT&T Wireless
01.2008 - 07.2017

High School Diploma -

University of Arkansas-Fort Smith

High School Diploma -

Pleasant View High School

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Jeffie MattyCustomer Service Healthcare Remote