Mandi Crew
Topeka,KS
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 and providing customized solutions to build loyalty. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in Citrix.
Overview
7
7
years of professional experience
Work History
Medicare Customer Service Representative
Broad Path
Tucson, AZ
11.2021 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Assessed caller accounts to determine Medicare Advantage plan benefits, identify service needs and resolve issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Displayed consistent, positive attitude towards customers, peers, and other personnel, even during high-stress situations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers
- Responded proactively and positively to rapid change
- Met customer call guidelines for service levels, handle time and productivity
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Followed through on all critical inter-departmental escalations to increase customer retention rates
- Delivered prompt service to prioritize customer needs
- Effective liaison between customers and internal departments
- Increased efficiency and team productivity by promoting operational best practices
- Sought ways to improve processes and services provided
Medicaid Eligibility Specialist
Manpower Staffing
Topeka, KS
09.2019 - 01.2020
- Communicated with people from various cultures and backgrounds on application process.
- Documented all communication with applicants and input information into systems using KEES.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Provided consulting services to over [Number] individuals on various career-related issues and communicated with clients to determine needs and goals
- Communicated with people from various cultures and backgrounds on application process
- Interviewed applicants and explained scope of different available benefits
- Documented all communication with applicants and inputted information into system using KEES
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance
- Input gathered information and researched data on applicants into computer system using KEES
Durable Medical Equipment Patient Coordinator
Integrated Sleep Resources
Overland Park, KS
02.2018 - 12.2018
- Reviewed each step of patient care and made proactive adjustments to avert issues.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Delivered excellent patient experiences and direct care.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Developed and maintained courteous and effective working relationships
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Improved operations through consistent demanding work and dedication
- Increased customer satisfaction by resolving issues
- Collaborated with team members to achieve target results
- Learned new skills and applied to daily tasks to improve efficiency and productivity
Program Coordinator Developmentally Disability
Preferred Family Healthcare Inc.
Gladstone, MO
12.2016 - 12.2017
- Provided ongoing direction and leadership for program operations.
- Scheduled and supervised staff meetings to discuss latest ideas and update participants on program details and milestones.
- Organized and managed program development from conception through successful execution.
- Designed program implementation and maintenance plan.
- Oversaw maintenance and accuracy of health records in compliance with reporting requirements.
- Worked flexible hours, night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote safe working environment.
- Worked with interdisciplinary teams to integrate services and meet service delivery goals.
Direct Support Professional
Preferred Family Healthcare Inc.
Gladstone, MO
09.2016 - 12.2016
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe, and well-organized patient environment.
- Monitored progress and documented patient health status changes to update care team
- Administered medication as directed by physician.
- Led patient or group recreational activities for enhanced patient outcomes.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted with daily living activities, running errands and household chores.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care, and personal grooming.
- Transported clients to and from medical appointments with safety and efficiency.
- Monitored clients' overall health and well-being and noted significant changes.
- Entrusted to handle confidential and sensitive situations in professional matters.
- Transported individuals to events and activities, medical appointments, and shopping trips.
Residential Coordinator
Developmental Services Of Nebraska
North Kansas City, MO
05.2016 - 09.2016
- Managed maintenance of facilities' physical condition, inspecting grounds regularly to identify and coordinate needed repairs and upkeep.
- Developed and implemented service programming and operational guidelines to meet residents' needs and preferences.
- Maintained important organizational paperwork and resident data.
- Recruited, hired, and trained employees, providing day-to-day direction and guidance.
- Consulted with supervisors to assess cases and plan strategies for enhancing care
- Produced monthly financial reports like income statements, balance sheets and cash flow statements to send to case managers
- Updated Individual Support Plans summaries monthly with latest intervention strategies and progress notes to send to case managers
Front Line Supervisor
Developmental Services Of Nebraska
North Kansas City, MO
05.2015 - 05.2016
- Assisted disabled clients to support independence and well-being.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Monitored progress and documented patient health status changes to update care team
- Developed rapport to create safe and trusting environment for care.
- Administered medication as directed by physician.
- Recruited, hired, and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
Direct Support Professional
Developmental Services Of Nebraska
North Kansas City, MO
08.2013 - 05.2015
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe, and well-organized patient environment.
- Monitored progress and documented patient health status changes to update care team
- Administered medication as directed by physician.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted with daily living activities, running errands and household chores.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care, and personal grooming.
- Assisted patients with bathing, grooming, dressing and oral hygiene care both in private residences and facilities.
- Monitored clients' overall health and well-being and noted significant changes.
- Recorded status and duties completed in logbooks for management.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
Education
Diploma in Medical Office Assistant - Medical Assisting
Vatterott College - Kansas City
Kansas City, MO03.2005
GED -
Southwestern Community College
Creston, IA07.1999
Skills
- Patient Information
- Customer Inquiries
- Medicare Compliance
- HIPAA Regulations
- CMS Guidelines
- Client Documentation
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Member Education
- Excellent Nonverbal Communication Skills
- Drug Formularies
- Medical terminology knowledge
- CRM
- Professional telephone demeanor
Timeline
Medicare Customer Service Representative
Broad Path
11.2021 - Current
Medicaid Eligibility Specialist
Manpower Staffing
09.2019 - 01.2020
Durable Medical Equipment Patient Coordinator
Integrated Sleep Resources
02.2018 - 12.2018
Program Coordinator Developmentally Disability
Preferred Family Healthcare Inc.
12.2016 - 12.2017
Direct Support Professional
Preferred Family Healthcare Inc.
09.2016 - 12.2016
Residential Coordinator
Developmental Services Of Nebraska
05.2016 - 09.2016
Front Line Supervisor
Developmental Services Of Nebraska
05.2015 - 05.2016
Direct Support Professional
Developmental Services Of Nebraska
08.2013 - 05.2015
Diploma in Medical Office Assistant - Medical Assisting
Vatterott College - Kansas City
GED -
Southwestern Community College
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