Alisia Jones

• Provides accurate, complete and clear information to over 50 patients daily.
• Process and enter prominent data into computer system to issue medication
• Warmly greet patients, parents, doctors, nurses and clinical staff in person and over phone with questions about patient's therapy
• Provide assistance to patients with insurance claims and medical billing disputes
• Obtain data from various sources to provide and verify treatment procedures
• Conducting referrals to medical professionals based on patient's needs
• Effectively interact with patients to provide clear understanding of their insurance coverage
• Provide customers with appropriate and alternative solutions to any complaints.
• Collect payments for therapy
• Communicate efficiently with doctors, nurses, and administrators on patient's behalf
• Maintained patient confidentiality and discretion while following organization's policies and procedures
• Processed credit card payments to patient accounts
• Used system to verify insurance coverage.

• Contacted customers to verify information
• Received calls from customers with questions or concerns
• Planned and organized case load according to importance and due date
• Communicated orally and written effectively with customers, coworkers and requestors
• Gathered existing information from various sources to prepare reports on cases
• Developed, researched, and prepared responses to large volume of special interest mail according to FOIA law and Privacy Act
• Reviewed application of FOIA Exemptions by departmental staff
• Applied sound judgement to evaluate and generate alternatives to recommend sound solutions
• Ensured orderly maintenance and retrieval of FOIA files
• Evaluated evidence facts and circumstances to legally process FOIA case
• Coordinated tasks to resolve any problems in preparation of final documents
• Handled special projects such as responses to complex or voluminous FOIA requests
• Performed comprehensive searches of agency records on automated correspondence system and performs data input into departmental systems for tracking and monitoring purposes
• Reviewed case files and made sure all relevant laws were applied
• Conducts detailed analyses of complex functions and work processes of broad administrative or technical programs to make recommendations for effective and efficient work operations
• Processed and mailed letters, DVDs, CDs, Flash drives and documents by UPS and US Postal mail systems.

Assisted CSRs with customers on calls

• Reviewed phone calls for quality
• Administer, monitor and review Team Inventory to maintain even workflow
• Issue, monitor and review Aged Inventory Listing to ensure timely closure of un-postables, error bases, and monitored accounts
• Modify or reject work (Routes, E4442s, Adjustments, and Manual Refunds) not meeting established standards and refers to supervisor any problems on meeting performance standards
• Collaborate with supervisor on performance, progress and training needs of employees
• Research IRMs, tax publications, SERP, QRT and leads in other functional areas (such as Accounting or Statute) to maintain current knowledge of procedure, polices and directives
• Solve simple informal complaints and situations
• Proposes ideas concerning personnel actions and recognition of outstanding performance
• Monitor and maintain team's Manual Refund lists for closure
• Review all outgoing letters and paper route-outs
• Managed Inventory
• Carry out administrative duties in absence of manager
• Pull phone calls on Verint as requested by CSR or others
• Solicit payments on account with balance due
• Analyze data from tax returns
• Ensures EWFM is updated
• Pull Reviews from EQRS Verify agents are signed in correctly, in correct Application and to ensure that agents adhere to phone schedule
• Uses Unified CCE Administration to switch phone applications.

• Received incoming calls from taxpayers
• Applied advanced interviewing expertise to research and review individual circumstances of each incoming call from taxpayers so that I could advise them of best solution to fit their need
• Collected tax payments and applied to balance on account
• Made payment arrangements for balance due
• Prepared and mailed letters requesting payments for balance
• Evoked or obtain personal and private financial information that taxpayers may tempt to retain like additional income resources and over payments, to make accurate injured spouse allocations determination and guarantee compliance with reporting and disclosure requirements
• Used objective judgments and determinations pertaining to controversial matters to decide if individual had true understanding of their tax responsibilities and if mistakes in their records were honest or of fraudulent intent
• Examine methodically, develop and assess data by thoroughly researching records and essence of each inquiry
• Provided resolutions to problems, answers to inquiries based on each individual personal circumstance
• Evaluate and clarify future actions to assure compliance on tax liability and foreseeable assessments of in cases involving various sources of income, including but not limited to self-employment, itemized personal and business expense deductions, carryover/carry back of capital losses and investment credit from prior years, or similar issues requiring reference to tax code and models
• Applied technical skills and knowledge while acting as lead in absence of manager.
• Managed inventory.