Labria Cole
Gwynn Oak,MD
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to the overall 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
13
13
years of professional experience
Work History
Customer Service Representative II
Kaiser Permanente
Columbia, MD
03.2023 - Current
- Consistently supports compliance and the Principles of Responsibility (Kaiser Permanentes Code of Conduct) by maintains the privacy and confidentiality of information, and protects the assets of the organization.
- Promotes, ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organizations philosophy of providing extraordinary customer relations and quality service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Medical Practice Representative
Lifebridge Health
Baltimore, MD
06.2022 - Current
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Managed office duties and basic administrative tasks, organized and cleaned work space, ordered materials and answered phone calls.
- Checked patients In/Out
- Scheduling patient appointments
Senior Customer Service Advocate
CareFirst BlueCross BlueShield
Owings Mills, MD
08.2016 - 07.2022
- Examines adjudicated claims to identify key elements and processing requirements based on diagnosis, procedure, provider, medical policy, contracts and policy procedures
- Researches, investigates and initiates resolution of pends by the processing system
- Calculates and verifies deductibles, maximums, co-payments and coinsurance for resolving inquiries, facilitating adjustments, initiating extra contractual and reporting of any systems processing errors, overpayments and underpayments
- Analyze customer contracts and needs involving current product mix, risk assessment, and revenue impact
- Develops service techniques and technical competence for the purpose of maximizing customer retention, satisfaction, and potential financial savings.
Customer Service Advocate
Adecco
Owings Mills, MD
10.2015 - 06.2016
- Reviewed claims, customer explanation of benefits, processed bill payments, submitted credits and billing transfer requests
- Assisted policy holders /other insurance carriers with eligibility and product changes
- Educated members on “my account” functionality on carefirst.com
- Medical Terminology/ICD_10/CPT Diagnosis Codes
- Tele-performance Mailing
- Knowledgeable of Insurance plans
Dispatch Clerk
Windsor Towing Services
Windsor Mill, MD
09.2014 - 08.2015
- Scheduled and dispatched crews, equipment, or vehicle service via phones and two way radio
- Arranged repairs and service restoration to/for customers, prepare daily run/work schedules
- Answered phones, handled Cash, addressed customer/coworker/supervisor concerns
Front Desk Receptionist
Nurturing Hanz Massage
Glen Burnie, MD
06.2012 - 09.2014
- Greeted visitors, and handled inquiries from the public
- Coordinated incoming and outgoing mail
- Filed, scanned, faxed, as well as typed specific documentation
- Maintained image of company by example and utmost professionalism
Teacher Assistant
Dickeyville Learning Center
Baltimore, MD
08.2013 - 05.2014
- Discussed assignment/duties with teachers
- Enforced administrative policies with students
- Organized/supervised recreational activities for/with students, monitored student’s safety
Restaurant Assistant
Erickson Living
Charlestown Catonsville, MD
02.2011 - 08.2013
- Handled requests/complaints of residents timely
- Assisted management with staffing, supervised training of all new hires
- Responsible for customer service, back line food preparation, cash handling, and sanitation
Education
Baltimore City Community College
01.2024
High School Diploma -
Woodlawn High School
01.2012
Skills
- Customer Retention Strategies
- Creative Problem Solving
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- HIPAA
- Microsoft Office Suite
- EPIC
- Oracle
- Multi-Line Phone Systems
- Administrative and Office Support
Timeline
Customer Service Representative II
Kaiser Permanente
03.2023 - Current
Medical Practice Representative
Lifebridge Health
06.2022 - Current
Senior Customer Service Advocate
CareFirst BlueCross BlueShield
08.2016 - 07.2022
Customer Service Advocate
Adecco
10.2015 - 06.2016
Dispatch Clerk
Windsor Towing Services
09.2014 - 08.2015
Teacher Assistant
Dickeyville Learning Center
08.2013 - 05.2014
Front Desk Receptionist
Nurturing Hanz Massage
06.2012 - 09.2014
Restaurant Assistant
Erickson Living
02.2011 - 08.2013
Baltimore City Community College
High School Diploma -
Woodlawn High School