Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
CustomerServiceRepresentative

Jennifer Conley

Asheville,NC

Summary

Knowledgeable and dedicated customer service professional with extensive experience working in medical settings. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

Mission Health System
07.2012 - 11.2016
  • Handled consumer inquiries with courteously and professionally.
  • Actively listened to consumers, handled concerns quickly and escalated major issues to supervisor.
  • Answered consumers telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain consumer records.
  • Clarified consumer issues and determined root cause of problems to resolve product or service complaints.
  • Met call guidelines for service levels, handle time and productivity.
  • Educated consumers about billing, payment processing and support policies and procedures.
  • Trained new personnel regarding company operations, policies and services.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Maintained designated customer accounts by contacting customers behind on payment obligations.
  • Verified insurance eligibility and coverage for patients.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Handled customer service inquiries in person, via telephone and through email.
  • Resolved billing inquiries and disputes in timely fashion.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.

Front Desk Receptionist

Hope Advancement
08.2010 - 08.2011
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
  • Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
  • Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Completed patient referrals to other medical specialists.
  • Notified manager of incidents and potential incidents relating to patients and staff for swift action.
  • Printed prescription requests and queries in compliance with practice protocol.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Answered phone calls and messages for 3-physicians\5 Therapist mental health facility, scheduling appointments, and handling patient inquiries.

911 Telecommunicator

Asheville Police Department
08.2008 - 11.2008
  • Read system maps and caller information, and documented details in system.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Followed established protocols for professional handling of emergency situations.
  • Answered calls from automatic routing system and took basic information from callers.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Assisted callers in emergency situations with appropriate information and support.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Operated emergency response systems to update and retrieve up-to-date information for first responders.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.

United States Marine

USMC Camp Lejuene
Jacksonville, NC
12.1995 - 12.1999
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Accurately completed all paperwork and documentation related to receiving and transfer of ammunition.
  • Packed, secured, labeled and applied postage to materials to prepare items for shipment.
  • Verified orders by comparing names and quantity of items packaged with shipping documents.
  • Moved shipment materials to and from designated areas using lift and hand trucks.
  • Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
  • Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
  • Compared shipping orders and invoices against contents received to verify accuracy.
  • Requisitioned new supplies and maintained storage areas for smooth department operations.

Education

No Degree - Psychology And Biology

University of Maryland - Baltimore
Baltimore, MD

Certification For Ammunitions Technician - Storage, Disposal, And Issuing of Ammunitions

U.S. Army Ordnance Munitions And Electronics Maintence School
Redstone Arsenal, AL
04.1995

Skills

  • Appointment Scheduling
  • Paperwork Processing
  • Data Collection
  • Account Updating
  • Call Management
  • Active Listening
  • Customer Relations
  • Microsoft Excel
  • Microsoft Word
  • Critical Thinking
  • Clerical Support
  • Call Center Operations
  • Customer Service
  • Typing Proficiency
  • Professional Telephone Demeanor
  • Reading Comprehension
  • Multi-Line Phone Talent
  • Administrative Support
  • Problem-Solving Ability
  • Research
  • Service-Orientation

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

To know what is right and not to do it is the worst cowardice.
Confucius

Timeline

Customer Service Representative

Mission Health System
07.2012 - 11.2016

Front Desk Receptionist

Hope Advancement
08.2010 - 08.2011

911 Telecommunicator

Asheville Police Department
08.2008 - 11.2008

United States Marine

USMC Camp Lejuene
12.1995 - 12.1999

No Degree - Psychology And Biology

University of Maryland - Baltimore

Certification For Ammunitions Technician - Storage, Disposal, And Issuing of Ammunitions

U.S. Army Ordnance Munitions And Electronics Maintence School

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Jennifer Conley