Kristie Glass
Chattanooga,TN
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Blue Cross Blue Shield TN
10.2019 - Current
- Providing excellent customer service for State Medicaid Members across Tennessee Region
- Educating on insurance benefits, finding and directing members towards resources in their community, resolving billing issues
- Assisting providers with claim processing issues, benefits and eligibility, updating on policy changes and processing guidelines
- Simple Claim Adjustments
- Implementing company policy and procedure changes to daily work duties
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered customer telephone calls promptly to avoid on-hold wait times
Registration Floater/Scheduler
University Surgical Associates
02.2016 - 10.2019
- Checking In/Out 35-50 Patients a day
- Maintaining and operating scheduling processes for the different specialties within the company’s five practices
- Scheduling vascular ultrasounds: Carotid Duplex, Dialysis Access, Renal Ultrasounds, Mesenteric, Aorta Duplex
- Building electronic charts for referrals from outside offices
- Obtained payments from patients and scanned identification and insurance cards.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
Scheduling Coordinator/Order Facilitator
Chattanooga Heart Institute
06.2014 - 02.2016
- Scheduling for 70+ patients a day
- Managing Cardiologist Schedules
- Scheduling tests: Stress Thallium, Carotid Duplex
- Echocardiograms, Chest CTA’s
- Proofing and entering orders for techs
- Filing/Making Sure Schedules are filled/Checking for errors
- Building electronic charts for referrals from outside offices
- Resolving scheduling conflicts/Calming distraught patients
Blogger/Intern
Do Chattanooga.com
04.2013 - 10.2013
- Conducting articles about events and activities in local area
- Writing Restaurant reviews
- Publicizing New Talent
- Gathered and verified factual info regarding businesses through interviews, observations, and research
Trainer/Field Support/Customer Service Consultant
Olan Mills Inc
08.2005 - 12.2012
- Mending relationships due to miscommunications
- Resolving conflict due to billing and print errors for 65 clients a day/100 or more during peak season
- Assisted our 350+ employees in over 30 states with status, refunds/ locating images/technical support/proper procedures when dealing with irate clients
- Developing and Updating of Training Manuals for new employees
- Administrative Duties
Student Worker, Periodicals
Sherrod Library
Johnson City , TN
09.2000 - 05.2003
- Greeted incoming office visitors, answered questions and directed individuals to office locations.
- Offered quality clerical support to department personnel.
- Managed supplies, processed new orders and maintained inventory organization for team.
- Answered phone calls and routed callers to appropriate personnel.
- Took and followed detailed directions from others.
- Completed clerical tasks such as filing, copying and distributing mail.
Copy Editor/Staff Writer
East Tennesssean (Student Newspaper)
Johnson City , TN
09.2000 - 05.2003
- Collected data from various sources to determine facts and opinions and fashioned into cohesive story for television or radio broadcast.
- Confirmed veracity of 3 articles weekly, communicated with journalists and interviewed subjects to gather details.
- Helped shape narrative on key issues through effective storytelling and knowledge of public opinion.
- Wrote and submitted accurate, engaging and fact-checked stories.
- Investigated important community issues and put together well-received reports.
Education
Master of Arts - Mass Communication
03.2023
MBA - Business Administration
04.2014
- Relevant Coursework Completed: Accounting, Business Law Business Admin and Business Ethics.
Bachelor of Arts - Mass Communication/Journalism
05.2003
- Relevant Coursework Completed: Journalism for Print, Newspaper design, Beat Reporting, Informative Reporting, Commentary Writing,
- Member of Public Relations Organization and School newspaper.
Skills
- Order and Refund Processing
- CRM Software
- POS Systems and Ordering Platforms
- Building Customer Trust and Loyalty
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- De-escalation Techniques
- Data Entry and Maintenance
- Upbeat and Positive Personality
Accomplishments
- Customer Relation Experience
- Scheduling Experience
- Employee/Customer Conflict Resolution Experience
- Public Relations/Marketing Experience
- Accounting/Billing Experience
- Order Facilitator Experience
- Employee Training Experience
- Blogging Experience
- Field interviewing Experience
- Beat Reporting Experience
- Copyediting and Proofreading Experience
Languages
Spanish
Limited Working
Korean
Elementary
Timeline
Customer Service Representative - Blue Cross Blue Shield TN
10.2019 - Current
Registration Floater/Scheduler - University Surgical Associates
02.2016 - 10.2019
Scheduling Coordinator/Order Facilitator - Chattanooga Heart Institute
06.2014 - 02.2016
Blogger/Intern - Do Chattanooga.com
04.2013 - 10.2013
Trainer/Field Support/Customer Service Consultant - Olan Mills Inc
08.2005 - 12.2012
Student Worker, Periodicals - Sherrod Library
09.2000 - 05.2003
Copy Editor/Staff Writer - East Tennesssean (Student Newspaper)
09.2000 - 05.2003
Walden University - Master of Arts, Mass Communication
University of Phoenix - MBA, Business Administration
East Tennessee State University - Bachelor of Arts, Mass Communication/Journalism
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