JUDITH FOSTER
Discovery Bay,Ca
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
MEMBER SERVICES REPRESENTATIVE
Alameda Alliance
06.2017 - Current
- Primary contact for members and providers with questions about benefits/claims and eligibility
- Assist with Grievance and Appeals, Claims Pharmacy, Authorizations, and other internal departments
- Manage incoming phone calls, resolving member inquiries and referring calls to the appropriate department
- Answering calls/emails and online portal request to help assist the member
- Educating the members regarding the plan and benefits of managed health care.
- Behavioral Health Intake
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
PATIENT SERVICES REPRESENTATIVE/TELECOM OPERATOR
Palo Alto Medical Foundation (Sutter Health)
07.2013 - 06.2017
- Managed multi-line switchboard incoming phone calls, resolving patient inquiries and referring calls to the appropriate departments
- Responsible for receiving and resolving incoming calls For Physicians, Hospitals, and patients calls during after hour emergencies
- Calling M.E.R.T.S through the PA system for emergencies
- These calls range from patient registration, appointment scheduling, referral management, and general questions
- Locate Physicians for after hour emergencies
- Maintain pagers for staff members
- Contacting the proper authorities for Physicians such as Police/Ambulance/Transport.
- Sutter Health Psychiatry Intake.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
Customer Service Supervisor
Allied Waste (Republic Services)
12.2008 - 05.2011
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Education
Bachelor's Degree - Science, Technical Management
Devry
06.2015
High School Diploma -
Skyline High School
Oakland 06.1986
Skills
- Office Management
- Customer Service
- Insurance Knowledge
- Excellent Communication
- Multi-Line Phone Systems
- Peoplesoft/Infopro
- Healthsuite
- Microsoft Office Suite
- Metavante Billing System
- Epic
Timeline
MEMBER SERVICES REPRESENTATIVE
Alameda Alliance
06.2017 - Current
PATIENT SERVICES REPRESENTATIVE/TELECOM OPERATOR
Palo Alto Medical Foundation (Sutter Health)
07.2013 - 06.2017
Customer Service Supervisor
Allied Waste (Republic Services)
12.2008 - 05.2011
Bachelor's Degree - Science, Technical Management
Devry
High School Diploma -
Skyline High School
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