Maryanne Mbugua
Allentown,PA
Summary
Excellent customer service skills that build high levels of customer satisfaction. Work well under pressure with minimum supervision, while maintaining emphasis on the highest quality of customer service. Able to make decisions independently and quickly. Excellent communication skills and comfortable interacting with all levels of organization and public. Knowledge and familiarity with HIPAA regulations. Attentive skills of following standard operating procedures. Proficient in Medical Billing and coding, Medical terminology, ICD 9, CPT coding.
Overview
14
14
years of professional experience
Work History
CUSTOMER SERVICE
LEHIGH VALLEY HEALTH NETWORK, PERFORMANCE MANAGEMENT
10.2018 - Current
- Achieve customer satisfaction on inbound and outbound calls
- Handle different medical scripts and entered them in charting system
- Respond to patient calls and emails to answer questions about services
- Handle patient inquiries both telephonically, chat and by email
- Address customer service inquiries in timely and accurate fashion
- Listen to and observe calls and score made by call center agents
- Communicating with other team members to solve problems
- Ensure that all reporting is completed and published on time
- Participate on call listening sessions to ensure best service was provided and
- Help large volume of patients every day with positive attitude and focus on patient satisfaction
DATA ENTRY/ RECEPTIONIST
PERSON DIRECTED SUPPORT
11.2016 - 01.2018
- Transmitted work electronically to other locations upon request
- Compiled, prioritized, processed and sorted individual prescription orders in database
- Completed all assigned data inquiries/tasks within required timeframes while maintaining high level of quality
- Conducted secure follow up phone call and emails to acquire clarification on missing or erroneous data from clients
- Trained individuals basic office work as part of educational and independence therapy
- Provided care and support to individuals with different disabilities
- Handled different medical claims and ensured entered in database.
CONSUMER BILLING SPECIALIST
UNITED HEALTHCARE
10.2015 - 03.2016
- Provided customer support by phone, email, or instant message to business customers
- Served as primary contact for inbound customer issues
- Escalated more technical product-related issues to the proper Tier Support department
- Kept data current at all times
- Rewrote and reinstated insurance policies according to underwriting and business rules
- Followed up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge
- Collecting and analyzing data
- Complete membership and/or insurance applications, endorsements and change forms as necessary
- Met quality standards, adhered to schedule, and average handle time
- Provided efficient processing of customer policies, endorsements, status and coverage changes
- Took billing and insurance-related telephone calls, researching and resolving patient problems and questions
TIER 3 CUSTOMER SERVICE REPRESENTATIVE
HARBORTOUCH
08.2012 - 01.2015
- Worked positively and always communicated professionally
- Used initiative and made suggestions that contributed to consumer satisfaction and drive business success
- Worked on priorities set by managers to contribute and achievement of objectives, service levels and provide excellent customer service
- Promptly responded to general inquiries from members, staff, and clients via telephone, mail, e-mail, and fax
- Maintained up-to-date knowledge of bank policies regarding payments, account changes, and upgrades
- Developed highly empathetic client relationships and earned reputation for delivering exceptional customer service
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
- Cross-trained and provided back-up for other customer service representatives when needed.
CONSUMER AND DATA ANALYST
SYNCHRONOS TECHNOLOGIES
12.2009 - 10.2011
- Transformed data into information that can be proactively used to improve business
- Participated in ongoing data validation to ensure data integrity and reliability
- Assisted in requirements gathering and recommendation of potential solutions
- Provided both support and data knowledge with customer service team
- Supported scheduled data upgrades and resolving potential problems
- Researched and resolved customers problems from mailed-in statements, phone or via email
- Performed miscellaneous administrative duties and gathers other information as directed by management
- Maintained good relationships with consumers and provided best customer service experience.
Education
Bachelor of Arts - Business Administration
Lehigh Carbon Community College
Schnecksville, PA12.2024
Penn Foster - Medical Billing and Coding Certification (2016 - Medical Billing
Penn Foster Career School
Scranton, PA2008
High School Diploma -
Glasgow High School
Newark, DE2006
Skills
- Customer service specialist
- Customer satisfaction and retention
- Proficient in communication, problem solving, active listening, and stress management
- Microsoft Excel: Proficient in creating and manipulating spreadsheets for data analysis and reporting purposes
- Bilingual English and Swahili
Languages
Swahili
Native or Bilingual
Timeline
CUSTOMER SERVICE
LEHIGH VALLEY HEALTH NETWORK, PERFORMANCE MANAGEMENT
10.2018 - Current
DATA ENTRY/ RECEPTIONIST
PERSON DIRECTED SUPPORT
11.2016 - 01.2018
CONSUMER BILLING SPECIALIST
UNITED HEALTHCARE
10.2015 - 03.2016
TIER 3 CUSTOMER SERVICE REPRESENTATIVE
HARBORTOUCH
08.2012 - 01.2015
CONSUMER AND DATA ANALYST
SYNCHRONOS TECHNOLOGIES
12.2009 - 10.2011
Bachelor of Arts - Business Administration
Lehigh Carbon Community College
Penn Foster - Medical Billing and Coding Certification (2016 - Medical Billing
Penn Foster Career School
High School Diploma -
Glasgow High School
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