Kari Krokker
Fort Gratiot,MI
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
3
3
years of post-secondary education
19
19
years of professional experience
Work History
Customer Service Representative, PAP Team
Hart Medical Equipment
Port Huron, Michigan
12.2013 - Current
- Processed orders for CPAP, BIPAP, and complex respiratory equipment.
- Assisted patients with medical equipment questions and order updates.
- Submitted prior authorizations and ensured proper documentation for service requests.
- Scheduled equipment pick-ups, repairs, and replacement requests for home care needs.
- Communicated with clinicians about order status, prescriptions, and patient account details.
- Explained equipment use, rental policies, and account details to patients and caregivers.
- Supported branch staff with follow-up calls and routine customer service tasks.
- Answered customer inquiries and provided accurate information regarding products
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support to enhance overall satisfaction.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Educated customers on billing procedures, ensuring they understood payment options and timelines. about billing procedures, processed payments, and provided payment option setup
- Monitored orders from initiation to delivery, ensuring timely fulfillment of customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Customer Service Representative, Orthotic Biller
Wright & Filippis
01.2011 - 12.2013
- Delivered exceptional customer service to patients both in-office and over the phone, ensuring positive experiences
- Processed orders for oxygen, mobility, and respiratory equipment requests.
- Verified insurance coverage and authorizations for patient services.
- Executed data entry tasks in a fast-paced office environment. and filing tasks efficiently in a busy office environment
Lead Sales associate
Mclaren Home Medical
08.2007 - 04.2010
- Supervised and scheduled employees to ensure optimal staffing and service levels
- Scheduled employee shifts to maintain service efficiency
- Verified insurance and prepared paperwork for billing to streamline claims processing
- Prepared daily cash sales reports and monthly cash spreadsheets to track revenue and identify trends
- Verified insurance details to facilitate claims processing and preparation of paperwork for insurance billing
- Executed filing tasks to maintain organized records, faxing, and mail distribution to ensure timely communication
Education
Associates Degree - General Education
St. Clair County Community College
Port Huron, MI 06.1995 - 08.1998
Skills
- Prior authorization processing
- Medical Terminology
- Medical Coding
- Customer Service
- Patient Equipment Support
- Microsoft Office
- HDMS software
- RingCentral
- Retail Sales
Timeline
Customer Service Representative, PAP Team
Hart Medical Equipment
12.2013 - Current
Customer Service Representative, Orthotic Biller
Wright & Filippis
01.2011 - 12.2013
Lead Sales associate
Mclaren Home Medical
08.2007 - 04.2010
Associates Degree - General Education
St. Clair County Community College
06.1995 - 08.1998