LEANE P. PETERSON
Pittsburgh,PA
Summary
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, ad providing customized solutions to build loyalty.
Overview
25
25
years of professional experience
Work History
Customer Contact Agent
Beacon Hill Staffing Group, Jones Lange LaSalle
09.2022 - Current
- Facilities liaison for J.P Morgan Chase Bank in Northeast region of US and U.K
- Receive incoming calls, email and web requests in a high volume call center using a variety of geographically dispersed facilities for business lease administration from client portfolio to insure all requests are addressed in expeditious manner
- Monitor telephony queue time to maximize productivity
- Provide accurate, timely client work orders from inception to completion
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Worked flexible hours across night, weekend and holiday shifts
Provider Services Representative
Gateway Health Plan, Subsidiary of Highmark Inc
05.2016 - 02.2022
- HIPAA verified over 100 calls per day for security purposes
- Ensured member eligibility for plan, as well as any other insurances patient may have
- Swiftly navigated through a variety of computer systems
- Verified procedure and diagnostic codes to ensure member’s benefits, and relaying specific stipulations per benefit to the provider’s office
- Provided physicians with needed information to file claims, appeals, records for medical review, and disputes
- Directed physicians to appropriate departments to obtain needed referrals or prior authorizations
- Assisted physicians making adjustments to existing prior authorizations
- Established prospective physicians in getting credentialed with insurance plan and current participating providers in enrolling into electronic remittance and/ or funds transfer
- Over-viewed process of claims, and determine eligibility of claim to be reprocessed per Gateway Health Plan policy and procedures
- Relayed resolutions of physician appeals, medical reviews, and disputes.
Customer Service Representative
Beacon Hill Staffing Group, Dominion Retail
03.2013 - 01.2016
- Sold gas commodities and a variety of home protection programs including: Water, Sewer and Gas line protection, In-Home Plumbing repair and HVAC, in high volume call center with more than 950,000 residential customers, providing financial protection against costs associated with unexpected home repairs
- Took an average of 80-100 customer service and claim calls per day during target mail campaigns with a focus on 100% customer satisfaction.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
Secretarial Studies And Office Administration
Community College of Allegheny County
Pittsburgh, PA10.1996
Skills
- Customer Service Process Improvement
- Customer Relations
- Microsoft Word
- Report Preparation
- Customer Relationship Management
- Inbound and Outbound Phone Calls
- Administrative Support
- Managing Multiple Tasks
- Typing Proficiency
- Office Equipment Proficiency
- Clerical Support
Timeline
Customer Contact Agent
Beacon Hill Staffing Group, Jones Lange LaSalle
09.2022 - Current
Provider Services Representative
Gateway Health Plan, Subsidiary of Highmark Inc
05.2016 - 02.2022
Customer Service Representative
Beacon Hill Staffing Group, Dominion Retail
03.2013 - 01.2016
Secretarial Studies And Office Administration
Community College of Allegheny County
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