Jennalee Bunting
Hayden,ID
Summary
I would like to obtain a long term position with opportunity for growth and advancement within a company with a positive and steady work environment, where I can make a difference.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Inspiro
Coeur d'Alene, ID
04.2023 - Current
- Respond to and resolve product or service problems that customers are experiencing
- Meet individual metrics for case volume, availability, and customer satisfaction
- Work effectively across a variety of communication channels: in-person, phone, email, live chat, social media, etc
- Attract and retain customers by answering questions and providing suggestions that lead to short- and long-term success
- Maintain customer records and refer potential leads to the sales department
- Collect and analyze feedback after completing customer inquiries
- Work collaboratively with teammates to solve customer issues quickly and efficiently
- Report customer complaints and escalate issues when necessary to prevent potential churn
- Relay universal product flaws and failures to engineering and product development teams
- Solve for the customer's problem, not for your own convenience.
Operations Manager
Scruba Dub Cleaning
Spokane, WA
04.2013 - 04.2023
- Organizing and advertisement
- Cleaning houses, apartments and business of all sizes
- Payroll
- Training new employees
- Purchasing and stocking supplies
- Creating all Contractual agreements.
Patient Access Specialist
Kaiser Permanente
Hillsboro, OR
11.2019 - 12.2020
- Appointing: Review medical chart to appoint according to scripts and guidelines
- Schedule/reschedule/cancel appointments for services, according to scripts and guidelines
- Places calls for appointment reminders and quality measure outreach
- Collect care specific information for Primary Care or Specialty Care services
- Messaging: Review medical chart to collect information for messages to send to health care team
- Routes incoming calls from patients, physicians, nurses and other departments according to scripts and guidelines
- Answers routine administrative inquires
- Forwards medical and other complex inquires to appropriate personnel
- Take messages as necessary
- Manage electronic in-basket in multiple system applications
- General Services: Assist patients by providing phone numbers, facility directions and office layouts; directing to other departments and administrative services for further information, for example (but not limited to) Membership Services, Dental and Pharmacy
- Handle ingoing and outgoing departmental mail and correspondence with patients
- Other related duties as developed per department need
- Registration: Verify insurance eligibility and/or update all demographic information per regional policies, including Personal Provider Selection, Language Preference and Special Needs
- Request and/or obtain a patient medical record number when necessary
- Verify health insurance coverage and follow appropriate policy/procedure
- Explain co-pays, cost shares and any other applicable fees
- Create Guarantor accounts as necessary before and after Membership Service Department hours
- Complete Scheduling form with above data and transfer to the Registration for completion of the preregistration and pre-verification functions
- Refers to the financial counselor as appropriate
- Collect past due balances as appropriate
- Practice Organization: Coordinate referrals process including wait lists per department policies and procedures.
Customer Service Representative
Qualfon
Liberty Lake, WA
02.2017 - 08.2018
- Providing exceptional customer service to customers while resolving issues that arise
- Answering incoming calls in a professional manner
- Making outbound calls to customers to follow up on issues or questions
- Working with MS Office programs on a daily basis including Word, Excel, and Outlook
- Entering information into spreadsheets and programs
- Transferring calls as needed to other departments
- Assisting with HR with scheduling and payroll.
Education
Skills
- Epic
- Medical Scheduling
- Insurance Verification
- Management
- Medical Office Experience
- Cold Calling
- Medical Billing
- Medical Records
- Patient Care
- Accounting
- Contracts
- Typing
- Analysis skills
- Live Chat
- HIPAA
- Microsoft Outlook
- Customer service
- Communication skills
Certification
Driver's License
Assessments
Sales skills, Proficient, 03/01/22
Timeline
Customer Service Representative
Inspiro
04.2023 - Current
Patient Access Specialist
Kaiser Permanente
11.2019 - 12.2020
Customer Service Representative
Qualfon
02.2017 - 08.2018
Operations Manager
Scruba Dub Cleaning
04.2013 - 04.2023