Summary
Overview
Work History
Education
Skills
Languages
Timeline
AssistantManager

Miranda Bailey

CSR
Greensboro,NC

Summary

Personable and dedicated Customer Service Representative with extensive experience in Healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

7
7
years of professional experience

Work History

CSR

Elevance Health
Greensboro, NC
10.2022 - Current
  • Handled customer inquiries and complaints in a timely manner.
  • Identified customer needs and provided appropriate solutions.
  • Processed orders, forms, applications, and requests.
  • Researched required information using available resources.
  • Followed up with customers to ensure their satisfaction.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Gathered feedback from customers regarding products and services.
  • Participated in team meetings or training sessions when necessary.
  • Ensured compliance with applicable laws and regulations for provision of services.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Consulted with customers regarding needs and addressed concerns.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

PATIENT CUSTOMER SERVICE

LabCorp Incorporated
Greensboro, NC
11.2021 - 08.2022
  • Provided timely and accurate responses to customer inquiries regarding products, services, and policies.
  • Reviewed medical records to ensure accuracy of billing information and patient data.
  • Calculated billing charges, prepared and submitted claims to insurance companies.
  • Verified insurance coverage and identified third-party payers for billing purposes.
  • Answered customer inquiries regarding billings, payments, account status.
  • Investigated incorrect billings and processed refunds as necessary.
  • Processed credit card transactions through Point-of-Sale terminals or online systems.
  • Worked closely with patients to discuss payment arrangements when needed.
  • Answered customer questions to maintain high satisfaction levels.
  • Assessed billing statements for correct diagnostic codes and identified problems with coding.
  • Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
  • Performed insurance verification, pre-certification and pre-authorization.
  • Checked claims coding for accuracy with ICD-10 standards.

BILLING CUSTOMER SERVICE REP(DUKE ENERGY)

Alorica, Energy
Greensboro, NC
08.2021 - 12.2021
  • Processed payments received from customers by mail or online banking systems.
  • Handled customer inquiries and complaints regarding billing issues via telephone, email, and other communication channels.
  • Researched and resolved complex billing disputes in a timely manner.
  • Generated invoices for customers based on service plans and usage levels.
  • Ran reports on overdue accounts as needed to inform management of outstanding balances due.
  • Responded promptly to all customer requests for assistance with billing matters.
  • Advised customers on how best to manage their accounts in order to avoid late fees or penalties.
  • Educated customers about available discounts, promotions, or special offers that may be applicable to them.

CUSTOMER SERVICE SUPPORT

Williams and Sonoma
Greensboro, NC
01.2021 - 10.2021
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Greeted customers upon entry and provided assistance with finding items.
  • Resolved customer complaints in a professional manner.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Processed online orders for pick-up or delivery.
  • Demonstrated strong problem solving skills when addressing customer concerns.
  • Answered questions about current promotions and resolved issues according to store policies.
  • Engaged with customers and recommended products based on needs and requests.
  • Calculated pricing, applied discounts and collected payments to process transactions.
  • Verified funds from registers, addressing discrepancies or questionable transactions.

CUSTOMER SERVICE REP

Aerotek, OHSU Hospital
Portland, OR
03.2021 - 05.2021
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • scheduled appointments for city and state locations for Covid19 Vaccinations

CUSTOMER SERVICE SUPPORT

Valley Metro Mobility Center
Phoenix, AZ
01.2020 - 05.2021
  • Coordinated and managed daily transportation operations to ensure efficient delivery of goods.
  • Assisted individuals with disabilities in accessing services and resources.
  • Provided customer service to passengers including providing directions or assistance when needed.
  • Responded promptly to passenger inquiries about stops, fares, transfers and other questions related to their ride.
  • Assisted elderly or disabled customers in boarding and alighting from the bus safely.
  • Provided route, schedule and fare information to passengers.
  • Followed schedules and routes to maintain timely arrivals and departures.

PATIENT SERVICE REPRESENTATIVE

Adelante Healthcare
Phoenix, Arizona
03.2019 - 07.2019
  • Created and maintained patient scheduling records in the electronic health record system.
  • Organized, prioritized, and scheduled patient appointments according to physician availability and specialty needs.
  • Provided patients with information regarding their appointments, including arrival times, documentation requirements, and insurance coverage details.
  • Managed incoming telephone calls from patients seeking assistance with appointment scheduling.
  • Verified insurance eligibility prior to booking new appointments.
  • Responded to inquiries regarding changes or cancellations of existing appointments.
  • Ensured compliance with HIPAA regulations when handling confidential patient data.

Education

HIGH SCHOOL DIPLOMA -

Bakersfield High School
06.1992

Skills

  • Insurance eligibility and billing
  • Microsoft, Excel, Spreadsheets
  • Triage
  • EHR, Cisco, Multi Phone Use
  • 75 to 150 calls average per day
  • Multi-Screen Use
  • Microsoft systems
  • HR Assistance
  • Exceptional oral and written communication
  • Patient Care
  • Vital signs
  • Observe and report
  • Medication reminding
  • EPS (EKOH PAYMENTS)
  • Exceeding Customer Expectations
  • Computer Proficiency and Microsoft Office
  • Excellent Written and Verbal Communication
  • Maintaining Clean Work Areas
  • English
  • Complaint Handling
  • Product Knowledge
  • Inbound and Outbound Calling
  • Appointment Scheduling
  • Data Entry
  • Microsoft Office Suite
  • High-Energy Attitude
  • Credit Card Payment Processing
  • Active Listening
  • Critical Thinking
  • Multi-Task Management
  • Payment Processing
  • Problem Resolution
  • Medical Terminology Knowledge
  • Order Processing
  • Customer Service
  • Shipping and Receiving Understanding
  • Grammar

Languages

Native

Timeline

CSR

Elevance Health
10.2022 - Current

PATIENT CUSTOMER SERVICE

LabCorp Incorporated
11.2021 - 08.2022

BILLING CUSTOMER SERVICE REP(DUKE ENERGY)

Alorica, Energy
08.2021 - 12.2021

CUSTOMER SERVICE REP

Aerotek, OHSU Hospital
03.2021 - 05.2021

CUSTOMER SERVICE SUPPORT

Williams and Sonoma
01.2021 - 10.2021

CUSTOMER SERVICE SUPPORT

Valley Metro Mobility Center
01.2020 - 05.2021

PATIENT SERVICE REPRESENTATIVE

Adelante Healthcare
03.2019 - 07.2019

HIGH SCHOOL DIPLOMA -

Bakersfield High School

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