Microsoft Office: Word, Excel, PowerPoint, Outlook, and OneNote
MONETTE FARRAR
Ellicott City,Maryland
Summary
A highly motivated customer service specialist with 23 years of experience providing exceptional customer support, consistently resolving complex inquires and complaints with a focus on building strong client relationships. Proven track record of exceeding customer satisfaction metrics through active listening, effective communication, and thorough product knowledge.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Automated Health Systems
12.2024 - Current
- Manage high-stress situations effectively, maintaining professionalism under pressure
- Assist individuals and families with information and questions about DHS programs
- Provide accurate and consistent information
- Answer questions about services, policies and account information
Provider Web Support Specialist
Provider Web Support Specialist
01.2012 - 01.2021
- Assist providers with registering accounts online to obtain claim information, EOBs, member benefits and copay information
- Properly diagnose problems and guide users through problem resolution
- Provided account management to all new and incoming providers
- Provided technical support and instruction to all staff members
- Troubleshoot issues and problems by coordinating maintenance within CWS and related equipment and software
- Listened to calls either recorded live or side-by-side while communicating feedback
- Implemented agent training and coaching initiatives
- Provided customer feedback and internal compliance feedback to management
- Contribute to call calibration sessions to evaluate agent performance
- Implement and ensure compliance with the company’s policies on customer service quality
- Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies
Provider/Member Service Specialist
XL HEALTH CORPORATION
01.2010 - 01.2012
- Solely provided claim status to members and providers
- Retrieved deductible and co-pay information for new patients
- Mailed HIPAA certification, updating enrollment and termination information
- Provided benefits for par and non-par providers
- Assisted the finance department with returned EOP's and checks by researching new mailing addresses for providers and updating systems
- Provided an elevated customer experience to generate a loyal clientele
- Addressed an average of 80 customer inquiries and complaints each week
- Followed up with customers on unresolved issues
- Reported policy changes and company conditions affecting customer satisfaction
Disease Management Coordinator
NATIONWIDE BETTER HEALTH
01.2002 - 01.2010
- Handled multifaceted clerical tasks as administrative support to the Disease Management Nursing team
- Coordinated telephone interviews with patients and entered their information into a patient database to be assessed by the nursing team
- Communicated effectively with multiple departments
- Worked with facility personal to establish care strategies for chronic diseases that are prevalent in the community
- Planned and developed, as well as implement and direct, a program that provides services for disease management
- Coordinated a database of statistics and narratives for tracking progress and efficacy of treatments and program outcomes
- Oversaw educational literature for patients and for staff
- Developed and led outreach to the community through lectures, health fairs, and other public events
- Provided direct patient care within the parameters of the program you have developed
- Educated and trained staff in new methods of approach for chronic disease management
Education
Some college courses -
High School Diploma - Business Administration
09.1997 - 06.2001
Skills
- Web Accessibility
- Customer Service
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Microsoft Windows and Office
- Excellent Communication
- Organizational Skills
- Network support
- Effective Communication
- Remote Technical Support
- Help Desk Support
- Customer Support
- Active listening
- Critical thinking
- Problem resolution
- Quality control
- Conflict resolution
- Complaint handling
- Dispute resolution
- Quality assurance controls
Software
Google Workspace: Docs, Sheets, Slides, and Gmail
Scheduling tools: Google Calendar and Microsoft Outlook
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
Timeline
Customer Service Representative - Automated Health Systems
12.2024 - Current
Provider Web Support Specialist - Provider Web Support Specialist
01.2012 - 01.2021
Provider/Member Service Specialist - XL HEALTH CORPORATION
01.2010 - 01.2012
Disease Management Coordinator - NATIONWIDE BETTER HEALTH
01.2002 - 01.2010
Southern Senior High School - High School Diploma, Business Administration
09.1997 - 06.2001
COMMUNITY COLLEGE OF BALTIMORE COUNTY - Some college courses,
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