Karen Griffin
Kansas City,MO
Summary
Working well in diverse populations in all social economic levels, Skilled in administrative duties, including accounts receivable and payables Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Advocate II
Blue Cross Blue Shield of KC
08.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Participated in ongoing training initiatives to maintain current knowledge of industry trends and best practices for superior service delivery..
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Worked closely with sales teams to upsell products/services when appropriate, contributing positively towards revenue growth targets.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business 90% of the time
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients..
Radiology Medical Records Specialist
Children Mercy Hospital
05.2015 - 01.2022
- Registered patients and scheduled appointments
- Addressed discrepancies in medical coding promptly, liaising with relevant parties to rectify errors and maintain accurate billing information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Printed and photocopied documents to provide patients with copies of medical records.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Managed electronic medical records for 20 patients or more
Office Manager
Alameda Gateway
06.2007 - 08.2014
- Prepared presentations and proposals, assisted in bookkeeping and produced budget reports
- Accounts payables, receivables, payroll, using quick books accounting software
- Organized files, developed spreadsheets, faxed reports and scanned documents
- Collecting on outstanding accounts, prepared daily deposits
- Coordinated travel arrangements by booking hotel rooms, car rentals and flights for staff
- Conferred with business leaders to evaluate needs and strategize operational improvements.
Education
Associate of Business Administration - Business Administration
Community College of Aurora
Aurora, COHigh School Diploma -
Westport Senior High
Kansas City, MO05.1983
Skills
- CRM Software
- Call center experience
- Complaint resolution
- De-Escalation Techniques
- Call Control
- Quality Assurance
- Credit card processing
- Conflict Management
- Problem-Solving
- Time Management
- Multitasking
- Calm Under Pressure
- Active Listening
- Microsoft Office
- Interpersonal Communication
- Administrative and Office Support
Timeline
Senior Customer Service Advocate II
Blue Cross Blue Shield of KC
08.2022 - Current
Radiology Medical Records Specialist
Children Mercy Hospital
05.2015 - 01.2022
Office Manager
Alameda Gateway
06.2007 - 08.2014
Associate of Business Administration - Business Administration
Community College of Aurora
High School Diploma -
Westport Senior High
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