Lisa Senter
Spokane,WA
Summary
Accomplished Member Service Representative with a proven track record at Kaiser Permanente, excelling in customer service and support. Demonstrated ability to enhance customer satisfaction through effective complaint handling and dispute resolution. Skilled in Microsoft Office and teamwork, adept at maintaining professionalism under pressure. Achieved significant improvements in customer service metrics.
Overview
3
3
years of professional experience
Work History
Member Service Representative
Kaiser Permanente
08.2022 - 09.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Verified customer identification and documentation for compliant transactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Member Service Representative
Medix Staffing/Kaiser Permanente
01.2022 - 08.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Verified customer identification and documentation for compliant transactions.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Claims Representative
Liberty Mutual
06.2021 - 11.2021
- Followed up with customers on unresolved issues.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Maintained accurate and up-to-date records of claim information for future reference.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
- Verified client information by analyzing existing evidence on file.
- Coordinated with contracting department to resolve payer issues.
- Maintained confidentiality of patient finances, records, and health statuses.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Collected premiums and issued accurate receipts.
Education
No Degree -
Spokane Community College
Spokane, WAHigh School Diploma -
Central Valley High School Spokane Valley WA
Spokane Valley, WASkills
- Customer Service
- Customer Support
- Call center experience
- Product Recommendations
- Complaint Handling
- Dispute Resolution
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Problem Resolution
- Money handling abilities
- Computer Skills
- Microsoft Office
- Professional telephone demeanor
- Data Entry
- Issue and Complaint Resolution
- Account Updates
- Remote Office Availability
- Customer Data Confidentiality
- Policies and Procedures Adherence
- Call Documentation
- Following scripts
- Calm Under Pressure
Work Preference
Desired Job Title
Medical Office SpecialistMedical Billing CoderMedical ReceptionistMedical Customer Service RepresentativeWork Type
Full TimePart TimeContract WorkInternshipWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balancePersonal development programsTeam Building / Company RetreatsStock Options / Equity / Profit SharingTimeline
Member Service Representative
Kaiser Permanente
08.2022 - 09.2024
Member Service Representative
Medix Staffing/Kaiser Permanente
01.2022 - 08.2022
Claims Representative
Liberty Mutual
06.2021 - 11.2021
No Degree -
Spokane Community College
High School Diploma -
Central Valley High School Spokane Valley WA
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