Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Margaret Meade

Waterbury,CT

Summary

Organized and dedicated Costumer Service Representative with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.

Overview

13
13
years of professional experience

Work History

SENIOR INTAKE REPRESENTATIVE

EVICORE HEALTHCARE
10.2014 - Current
  • Collect, verify, record and process client demographics, insurance and referral information.
  • Input all patient data regarding claims and prior authorizations into system
  • Offer compassionate and attentive guidance to patients, providers and sites during moments of crisis and trauma.
  • Maintain a working knowledge of all processes and procedures changes, CPT/ICD 10 coding
  • Maintained compliance with patient privacy and security regulations such as HIPAA
  • Triage unscheduled and emergency authorizations, directing submissions to appropriate personnel for rapid response.
  • Handle escalated requests for internal staff to educate and help personnel with prior authorization process.
  • Proficient in Microsoft Word, Office, Outlook and general internet navigation

CALL CENTER MANAGER

DIRECTBUY; ROCKY HILL
03.2012 - 01.2014
  • Effectively supervised staff of 12 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Established team priorities, maintained schedules and monitored performance.
  • Trained new personnel regarding company operations, policies and services.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.


CALL CENTER MANAGER

DIRECT CONNECT
06.2011 - 03.2012
  • Optimized processes and supervised 25 employees.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success. clear targets and objectives and communicated to other team members.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Evaluated employee performance on monthly basis and conveyed constructive feedback to improve skills.

Call Center Representative

DIRECT BUY
11.2010 - 06.2011


  • Recommended products to customers, thoroughly explaining details.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.


Education

GED -

Community College Of Philadelphia
Philadelphia, PA
1996

Skills

  • Charting and Clinical Documentation
  • Building Cases
  • Collecting Intake Information
  • Call Transfers
  • Inquiry Requests
  • Information Verification
  • Workflow Processes
  • Insurance Coverage Verification
  • Microsoft Excel
  • CPT Coding
  • Authorization Procedures
  • Demographics Information
  • Patient Health Information Access
  • MRI Scans
  • Research and Analysis
  • Critical Thinking Skills
  • Crisis Intervention
  • Information Building
  • Operational Requirements
  • Compassionate Communication
  • Patient Medical Histories
  • Data Entry
  • Client Correspondence
  • Microsoft Office
  • Behavioral Skills Development
  • Program Requirements
  • PET Scans
  • Medical Records Review
  • Customer Inquiries
  • Outpatient Procedures
  • Claim Processing
  • Client Satisfaction
  • Charting and Clinical Documentation
  • Radiation Therapy
  • Benefits Management
  • Intake Assessment
  • Staff Leadership
  • Answer Telephones
  • Teamwork and Collaboration
  • Insurance Authorizations
  • Customer Service Process Improvement

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama

Timeline

SENIOR INTAKE REPRESENTATIVE

EVICORE HEALTHCARE
10.2014 - Current

CALL CENTER MANAGER

DIRECTBUY; ROCKY HILL
03.2012 - 01.2014

CALL CENTER MANAGER

DIRECT CONNECT
06.2011 - 03.2012

Call Center Representative

DIRECT BUY
11.2010 - 06.2011

GED -

Community College Of Philadelphia

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Margaret Meade