LEANE P. PETERSON
Customer Service & Administrative
Pittsburgh,PA
Summary
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
20
20
years of professional experience
Work History
Customer Contact Agent
Beacon Hill Staffing Group, Jones Lange LaSalle
09.2022 - Current
- Customer Sales, Service and Call Center Experience: 25 Years; performed and ensured superior levels of customer service in a high volume call center
- Proven ability to maintain knowledge of products, procedures and services and effectively relay info to clients and consumers through effective oral and written communication
- Administrative Assistant Experience: 15 Years; provided administrative support to department and/or management
- Duties include clerical, receptionist and project based work
- Loan & Mortgage Closing Experience: 6 Years; responsible for preparation of closing instructions and performing company procedures required to close and fund residential mortgage loans in accordance with policies and procedures
- Facilities liaison for Chase Bank in the Northeast and Mid-Atlantic US and U.K
- Receive incoming calls, email and web requests from the client portfolio in a high volume call center using a variety of geographically dispersed facilities for business lease administration and facility management
- Manage request regarding property and facility repairs and maintenance
- Monitor telephony queue time to maximize productivity
- Provide accurate, timely client work orders from inception to completion
- Ability to capture information in system whilst continuing conversation with client.
Physicians/Provider Services Representative
Gateway Health Plan, Subsidiary of Highmark Inc
05.2016 - 02.2022
- For Gateway Health Plan
- HIPAA verified every caller for security purposes
- Ensured member eligibility for our plan, as well as any other insurances the patient may have.Verified procedure and diagnostic codesto ensure member’s benefits, and relaying specific stipulationsper benefit to the provider’s office
- Provided physicians with the needed information to file claims, appeals, records for medical review, and disputes
- Directed physicians to the appropriate departments to obtain needed referrals or prior authorizations
- Assisted physicians making adjustments to existing prior authorizations
- Assisted prospective physicians in getting credentialed with our 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
03.2013 - 01.2016
- Sold gas commoditiesand a variety of home protection programsincluding:Water,Sewerand Gasline protection,
- In-Home Plumbing repair and HVAC,in a high volume call center with more than 950,000 residential customers, providing financial protection against the 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.
Education
Certificate in Office Technologies and Secretarial Training - undefined
Community College of Allegheny County
Skills
- Customer Relationship Management
- Order Fulfillment
- Inbound/Outbound Phone Calls
- Sales Expertise
- Customer Service Process Improvement
- Administrative Support
- Document Control
- Route Dispatch
- Problem-Solving Ability
Timeline
Customer Contact Agent
Beacon Hill Staffing Group, Jones Lange LaSalle
09.2022 - Current
Physicians/Provider Services Representative
Gateway Health Plan, Subsidiary of Highmark Inc
05.2016 - 02.2022
Customer Service Representative
Beacon Hill Staffing Group, Dominion
03.2013 - 01.2016
Certificate in Office Technologies and Secretarial Training - undefined
Community College of Allegheny County
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