Mckenzie Rankin
Durango,IA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Enrollment Representative II
Optum
03.2020 - Current
- Maintained detailed and accurate records between multiple databases and programs.
- Investigated issues and created solutions for customers.
- Created tickets for missing ERAs.
- Fostered new business relationships through inbound lead follow-up.
- Compiled documentation gathering for clients to link to the Clearinghouse to submit claims and receive ERAs.
- Educated clients on payer requirements and how to use external sites (PaySpan, Instamed, Availity).
- Fostered new business relationships through inbound lead follow-up.
- Managed enrollments for providers and billing services.
- Communicated weekly updates via phone and/or email to providers/billing services.
- Facilitated enrollments by providing forms, instructions, and aiding with online enrollments.
- Analyzed forms completed by providers and/or billing services ensuring that everything is properly filled out.
- Processed documents and payments to complete enrollment procedures.
- Advised providers of approvals or denials with their enrollments.
- Provided information about EDI/ERA enrollment procedures.
- Scheduled appointments with clients to gather information and explain enrollment processes.
- Managed time efficiently in order to complete all tasks within deadlines.
- Trained new hires on enrollment processes.
Customer Service Representative
Sedgwick
03.2019 - 03.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- 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.
- Responded to customer requests for products, services, and company information.
- Processed new claim intakes for numerous vendors.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Participated in team meetings and training sessions to stay informed about process updates and changes.
US Cellular Agent
US Celluar
04.2015 - 03.2019
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Established strong customer relationships, building recommendations and loyalty.
- Advised customers about new products and assisted customers in determining best cellular product for their needs.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Resolved caller issues quickly and thoroughly.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Processed customer orders quickly and accurately for timely delivery.
- Called prospective clients in market area to explain products offered and qualify leads.
- Managed and filed contracts, invoices and other documents associated with talent.
- Facilitated communication between agents, talent and clients by using interpersonal skills.
- Troubleshooted cellular issues with clients.
- Walked client through set up of the cellular devices ensuring they are able to comfortable use their device once they leave.
Third Key Manager
Claire's Stores
03.2012 - 10.2017
- Directed employees to create displays, upsell featured items and tidy store during assigned shifts.
- Counted registers and cleaned and secured shop at end of shift.
- Listened to and addressed customer concerns using creative problem-solving in accordance with company guidelines.
- Developed professional relationships to improve retention of key customers.
- Assisted with scheduling, interviewing and other administrative tasks to boost success successful store.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Trained team members in successful strategies to meet operational and sales targets.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Mentored new sales associates to contribute to store's positive culture.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
Education
Associate of Business - Business
Northeast Iowa Community College
Peosta, IA05.2025
High School Diploma -
Western Dubuque High School
Epworth, IA05.2014
Skills
- Customer Relations/Relationship Management
- Update/Manage Records and Project Management
- Microsoft
- Reviewing/Analyzing Data and Data Entry
- Outbound/Inbound Calls
- HIPPA
- Time Management/Punctual
- Enrollment Procedures
- Problem Solving/Decision Making
- Organization
- Computer Literacy
- Quality Standards
Timeline
Enrollment Representative II
Optum
03.2020 - Current
Customer Service Representative
Sedgwick
03.2019 - 03.2020
US Cellular Agent
US Celluar
04.2015 - 03.2019
Third Key Manager
Claire's Stores
03.2012 - 10.2017
Associate of Business - Business
Northeast Iowa Community College
High School Diploma -
Western Dubuque High School