Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Polio

Loganville,GA

Summary

Motivated professional with extensive experience in customer service and administrative tasks.

Overview

18
18
years of professional experience

Work History

Administration Assistant Manager

Tebo Dentistry for Kids
08.2021 - 08.2022
  • Managed and motivated employees to be productive and engaged in work.
  • Directed and supervised team of 25.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patients.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Created employee schedules to align coverage with forecasted demands.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Used Dentrix to keep records of customer interactions, customer accounts, and file documents.
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Records Team Lead

Tebo Dentistry for Kids
07.2017 - 08.2021
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Audited team performance and compliance with HIPPA Laws and standards.
  • Directed and supervised team of 3.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Promoted high standards through personal example to help each member understand expected behaviors and standards.
  • Collected, arranged, and input information into database system.
  • Held weekly team meetings to inform team members on company news and updates.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.

Records Specialist

Tebo Dentistry for Kids
06.2016 - 07.2017
  • Scanned paper records to transfer to digital filing systems.
  • Redacted information as requested when faced with potential privacy violations.
  • Received records approval from individuals mentioned in filing system for transfer or release.
  • Provided excellent customer care by responding to inquiries and requests for information.
  • Followed confidentially regulations to maintain privacy.
  • Updated records with new information.
  • Coordinated with various departments to support cross-functional needs.
  • Participated in training and other learning opportunities to expand knowledge of company and position.
  • Assisted with typing, data entry, and answering incoming calls as required.
  • Destroyed records in line with retention schedules to protect confidential information and comply with regulations.
  • Provided training to new records clerks to improve knowledge and skills.
  • Input data into computer programs and filing systems.
  • Scanned and uploaded medical records into electronic medical records system.

Customer Service Representative

Blue Shield of California
02.2015 - 06.2017
  • Mentored agents over the phone with any discrepancies on customers bills.
  • Handled agents inquiries and suggestions courteously and professionally.
  • Answered constant flow of agent calls with minimal wait times.
  • Identified, analyzed and researched systemic issues and made recommendations for resolution.
  • Resolved billing inquiries and disputes in timely fashion.
  • Applied administrative knowledge and courtesy to explain procedures and services to each agent.
  • Investigated insurance claims denials and appeals.
  • Responded proactively and positively to rapid change.

Customer Service Representative

Ultimate Staffing Agency
02.2015 - 06.2017
  • Customer services representative tier 1; addressed the member
  • Answered calls in a call center environment
  • Analyzed the members health insurance bill and discussed any concerns the member had
  • Collected and authenticated the payments before processing
  • Evaluated the members account for reinstatement, then forwarded to the correct department
  • Executed the HIPPA regulations and authenticate member before providing account information to the caller
  • Followed the Florida Blue guidelines for each call using a program called NERD
  • Depending on the concern of the account for the member there were various programs implemented as Service Link, CSR, TAS, and EMC
  • Notated each action taken on the account
  • If the account needed to be examined further, notated and made callbacks.

Customer Service Representative

One Touch Direct - Verizon
04.2013 - 12.2013
  • Assisted call-in customers with questions and orders.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Set and achieved company defined sales goals.
  • Attended monthly sales meetings and quarterly sales trainings.

Customer Service Representative

Randstad Temporary Agency
05.2010 - 06.2010
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Managed mail correspondence.


Customer Service Representative

Computers Generated Solutions, Inc
11.2007 - 09.2008
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Researched product and issue resolution tactics to address customer concerns.
  • Monitored systems in operation and quickly troubleshot errors.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Cash Service Rep, ATM Deposit Service

Bank of America, Inc.
01.2007 - 11.2007
  • Counted and separated currency and coins.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.

Stock Clerk/Vendor

MacDill Air Force Base - Commissary
01.2006 - 01.2007
  • Responsible for stocking products, including retrieval and rotation of merchandise, proper price labeling and facing (or fronting) shelves as needed.
  • Removed all boxes and related trash from sales floor and processed through compactors.
  • Maintained neat, organized stockroom free of hazards.
  • Scanned shelves and product cases to locate expired, outdated, and spoiled items.
  • Received, sorted and processed incoming stock and materials to prepare the stock for storage or shipment.
  • Observed safety protocols when transporting merchandise to different areas of store to alleviate item damage.
  • Inspected inventory to identify shortages and maintain consistent inventory.
  • Swept, dusted and mopped floor to perform regular cleaning and comply with sanitation standards.
  • Kept work areas neat, clean and free from debris.

Office Manager/Billing and Coding Specialist

R&R Relief Pain, Inc.
08.2005 - 11.2005
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
  • Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
  • Attained up-to-date knowledge of coding requirements through continuing education courses and certification renewal.
  • Communicated with insurance companies to research and resolved coding discrepancies.
  • Correctly coded and billed medical claims for various hospital and nursing facilities.
  • Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others.
  • Scanned and uploaded medical records into electronic medical records system.
  • Input data into computer programs and filing systems.

Receptionist/Billing and Coding Specialist

Relief Pain, Inc.
12.2004 - 08.2005
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.
  • Resolved customer problems and complaints.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
  • Attained up-to-date knowledge of coding requirements through continuing education courses and certification renewal.
  • Communicated with insurance companies to research and resolved coding discrepancies.
  • Correctly coded and billed medical claims for various hospital and nursing facilities.
  • Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others.
  • Monitored changes in coding regulations to provide recommendations for compliance.
  • Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.

Receptionist/Billing and Coding Specialist

Pinnacle Injury Center
03.2004 - 12.2004
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.
  • Resolved customer problems and complaints.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
  • Attained up-to-date knowledge of coding requirements through continuing education courses and certification renewal.
  • Communicated with insurance companies to research and resolved coding discrepancies.
  • Correctly coded and billed medical claims for various hospital and nursing facilities.
  • Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others.
  • Monitored changes in coding regulations to provide recommendations for compliance.
  • Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.

Education

Associates of Science -

Georgia State University
01.2021

High School Diploma -

Thomas Jefferson High School
01.2004

Skills

  • Workflow Coordination
  • Meeting Coordination
  • Report Generation
  • Business Correspondence Writing
  • Data Entry
  • Supply Replenishment
  • Data Evaluation
  • Document Scanning
  • Data Organization
  • Document Retrieval
  • Telephone Reception
  • Performance Improvement
  • Appointment Scheduling
  • Word Processing
  • Staff Management
  • Technical Support
  • Office Administration
  • Business Administration
  • Schedule Management
  • Scheduling
  • Records Management Systems
  • Office Management
  • Attention to detail
  • Calendar management
  • Scheduling appointments
  • Verbal communication
  • Confidentiality handling
  • Written communication
  • Team collaboration
  • Record keeping
  • Organizational skills
  • Multitasking
  • Microsoft Office proficiency
  • Proofreading
  • Customer service
  • Time management
  • Problem-solving
  • Research abilities
  • Quality Assurance
  • Filing
  • Research
  • Health and Safety Compliance
  • Customer Service
  • Business Planning
  • Document Control

Timeline

Administration Assistant Manager

Tebo Dentistry for Kids
08.2021 - 08.2022

Records Team Lead

Tebo Dentistry for Kids
07.2017 - 08.2021

Records Specialist

Tebo Dentistry for Kids
06.2016 - 07.2017

Customer Service Representative

Blue Shield of California
02.2015 - 06.2017

Customer Service Representative

Ultimate Staffing Agency
02.2015 - 06.2017

Customer Service Representative

One Touch Direct - Verizon
04.2013 - 12.2013

Customer Service Representative

Randstad Temporary Agency
05.2010 - 06.2010

Customer Service Representative

Computers Generated Solutions, Inc
11.2007 - 09.2008

Cash Service Rep, ATM Deposit Service

Bank of America, Inc.
01.2007 - 11.2007

Stock Clerk/Vendor

MacDill Air Force Base - Commissary
01.2006 - 01.2007

Office Manager/Billing and Coding Specialist

R&R Relief Pain, Inc.
08.2005 - 11.2005

Receptionist/Billing and Coding Specialist

Relief Pain, Inc.
12.2004 - 08.2005

Receptionist/Billing and Coding Specialist

Pinnacle Injury Center
03.2004 - 12.2004

Associates of Science -

Georgia State University

High School Diploma -

Thomas Jefferson High School

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Jennifer Polio