Marcie Forde
Las Vegas,NV
Summary
Dynamic and results-oriented professional with a proven track record at Optum Health, adept in customer service and problem-solving. Excelled in conflict resolution and data entry, enhancing customer loyalty and operational efficiency. Skilled in fostering continuous improvement and adept multitasking, significantly contributing to team success and productivity.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Optum Health
Las Vegas, NV
11.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
General Clerk
Change Healthcare
Las Vegas
08.2016 - 11.2023
- Improved data accuracy by diligently maintaining records and updating information in databases.
- Ensured confidentiality of sensitive information by adhering to company policies regarding document handling procedures and data protection protocols.
- Increased efficiency by cross-training in various administrative roles for better coverage during absences or high-demand periods.
- Contributed to a positive work environment through excellent interpersonal skills and collaborative teamwork efforts.
- Completed special projects assigned by management in a timely manner, showcasing adaptability and resourcefulness under tight deadlines.
- Boosted productivity with adept multitasking abilities while maintaining a high level of organization across all tasks performed simultaneously.
Payment Processing Specialist
Mckesson Corporation
Macomb, MI
09.2006 - 08.2016
- Prioritized tasks efficiently while working under tight deadlines to consistently meet or exceed daily, weekly, and monthly transaction quotas.
- Trained new employees on best practices in payment processing, fostering a culture of continuous improvement within the team.
- Kept track of EOBs and applied payments correctly to patient accounts.
- Identified overpayments and started refunds to patients and payors.
General Clerk
Per-Se Technologies
Macomb, MI
06.2001 - 11.2006
- Supported team members with various administrative tasks, contributing to a well-functioning office environment.
- Contributed to a positive work environment through excellent interpersonal skills and collaborative teamwork efforts.
- Boosted productivity with adept multitasking abilities while maintaining a high level of organization across all tasks performed simultaneously.
- Improved data accuracy by diligently maintaining records and updating information in databases.
- Ensured confidentiality of sensitive information by adhering to company policies regarding document handling procedures and data protection protocols.
Education
High School Diploma -
Anchor Bay High School
New Baltimore, MI06.2000
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Data Entry
Problem Resolution
Computer Proficiency
Conflict Resolution
Professional telephone demeanor
Appointment Scheduling
Timeline
Customer Service Representative
Optum Health
11.2023 - Current
General Clerk
Change Healthcare
08.2016 - 11.2023
Payment Processing Specialist
Mckesson Corporation
09.2006 - 08.2016
General Clerk
Per-Se Technologies
06.2001 - 11.2006
High School Diploma -
Anchor Bay High School