Summary
Overview
Work History
Education
Skills
Timeline
Generic

PAMELA BAER

Brooksville,FL

Summary

Highly motivated, compassionate and detail-oriented professional with a dynamic medical billing and coding education and the proven ability to lead and train teams to consistently outstanding productivity by driving organizational goals. Personable and dedicated Customer Service Representative with extensive experience in Customer service 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, and growing businesses.

Overview

30
30
years of professional experience

Work History

Pharmacy Call Center Representative

Humana
, FL
09.2021 - Current
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Escalated difficult customer issues appropriately according to established protocols.
  • Increased customer satisfaction ratings effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Increased customer satisfaction by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Monitored inventory levels for medications and notified pharmacy staff when stock was low or needed replenishment.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Compiled reports on customer satisfaction surveys for management review.
  • Collected deposits or payments and arranged for billing.
  • Provided accurate information to customers regarding prescription medications and drug interactions.
  • Participated in training sessions to stay abreast of new products, services, processes.
  • Performed outbound calls for follow-up on customer inquiries or issues that had not been resolved in initial call.
  • Mentored junior team members and managed employee relationships.
  • Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Resolved customer complaints in a professional and courteous manner.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Assisted customers with setting up medication refills and scheduling deliveries.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Developed positive relationships with customers by providing exceptional service.
  • Provided feedback to management regarding areas needing improvement within the call center.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Communicated effectively with pharmacy staff to ensure prompt order fulfillment and delivery of medications to customers.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Processed customer orders in a timely manner, ensuring accuracy of all data entered into the system.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Consulted with customers to resolve service and billing issues.
  • Utilized problem solving skills to resolve complex customer inquiries quickly and efficiently.
  • Handled incoming calls from customers inquiring about products, services and orders.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Ensured adherence to HIPAA regulations while handling confidential patient information.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Promoted available products and services to customers during service, account management and order calls.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Excelled in exceeding daily credit card application goals.
  • Maintained updated knowledge of company policies, procedures, and product offerings.
  • Analyzed customer trends through data collected during calls and provided recommendations for process improvements.
  • Updated databases with new and modified customer data.
  • Verified insurance coverage for prescriptions prior to filling them.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Updated customer records accurately following each call interaction.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Leveraged CRM skills to input and compile data gathered from various sources.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Identified needs of customers promptly and efficiently.
  • Maintained updated knowledge through continuing education and advanced training.
  • Completed day-to-day duties accurately and efficiently.
  • Collaborated with others to discuss new opportunities.
  • Recognized by management for providing exceptional customer service.
  • Planned and completed group projects, working smoothly with others.
  • Answered 40 plus calls per shift to assist with customer questions and concerns.
  • Understood and followed oral and written directions.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked with cross-functional teams to achieve goals.
  • Modified existing software systems to enhance performance and add new features.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Administration Officer

Suncoast Skin Solutions
Brooksville, FL
07.2021 - 07.2021
  • Developed successful filing system to increase ability to retain and recover documents, reports and records.
  • Maintained office supplies by checking inventory and ordering items.
  • Proofread correspondence before sending out on behalf of the executive team.
  • Gathered, entered and updated data to maintain departmental records and databases.
  • Answered phone calls, provided information and connected callers to appropriate personnel.
  • Made copies, sent faxes and handled all incoming and outgoing correspondence.
  • Managed incoming mail distribution and outgoing courier services.
  • Handled incoming calls and directed callers to appropriate department or employee.
  • Assisted team with timely and accurate administrative work covering multiple remote sites.
  • Updated databases with new customer contact details or changes in existing accounts.
  • Offered reception coverage to relieve staff during absences or breaks.
  • Compiled correspondence such as letters, memos and emails on behalf of senior staff members.
  • Answered telephones to take messages or redirect calls to appropriate colleagues.
  • Assisted organizational efforts by filing, entering data and answering phones.
  • Set appointments and managed meeting schedule.
  • Generated and delivered daily outstanding payment invoices to customers.
  • Received and distributed mail, letters and packages.
  • Monitored office services mailbox for business support needs and requests.
  • Maintained positive working relationship with fellow staff and management.
  • Updated and successfully cleared high volume of files daily with reliable accuracy.
  • Checked office stock to determine supply levels and maintain inventory.
  • Followed up with customer accounts to resolve unpaid or past due accounts.
  • Maintained accurate records of employee attendance data using HR software applications.
  • Broke down boxes for garbage and recycling.
  • Scheduled service and changed and ordered toner to keep printers and copiers functioning.
  • Answered phones and routed voicemails to respective employees.
  • Answered incoming telephone calls and responded to customer enquiries promptly and courteously.
  • Coordinated support to facilitate general office operations.
  • Maintained front desk to provide positive first impression.
  • Managed and maintained office filing systems, ensuring all documents are accurately stored and easily retrievable.
  • Completed day-to-day duties accurately and efficiently.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Answered 75 plus calls per shift to assist with customer questions and concerns.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Worked with cross-functional teams to achieve goals.

Billing and Coding / Receptionist

Westcoast Brace and Limb PALM HARBOR
Palm Harbor, FL
08.2013 - 07.2021
  • Professionally communicate with medical personnel and patients
  • Review medical charts and electronic medical records which contain medical abbreviations, medical codes, and healthcare language all while maintaining patient confidentiality
  • Utilize MedFlex computer software for scheduling appointments and registration
  • Check patients in and out and answer phones and verify insurance.
  • Greeted visitors and provided them with assistance.
  • Monitored reception area to provide consistently safe, hazard-free environment for customers.
  • Coordinated with vendors for repairs and maintenance of office equipment such as printers or computers.
  • Maintained an organized filing system of confidential client information in accordance with company policy.
  • Verified visitors' identification cards before allowing access to the building.
  • Greeted customers, answered general questions and directed to appropriate locations.
  • Investigated and analyzed client complaints to identify and resolve issues.
  • Scheduled and confirmed appointments.
  • Sorted incoming mail and directed to correct personnel each day.
  • Served visitors by greeting, welcoming and directing to appropriate personnel.
  • Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
  • Ensured that all necessary forms were completed accurately prior to submitting them for processing.
  • Maintained a neat reception area by organizing materials and tidying up furniture.
  • Processed payments and updated accounts to reflect balance changes.
  • Greeted and directed visitors to appropriate personnel and answered average of 75 calls and emails daily.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Scheduled appointments for clients, customers, and other visitors.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Composed and prepared routine correspondence, letters and reports with job-related software.
  • Answered and directed incoming calls using multi-line telephone system.
  • Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
  • Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
  • Protected clients' rights by maintaining confidentiality of personal and financial information.
  • Provided excellent customer service at all times while interacting with both internal and external customers.
  • Performed data entry tasks into various computer systems accurately and promptly.
  • Maintained daily calendars, set appointments with clients and planned daily office events.
  • Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
  • Understood and followed oral and written directions.
  • Worked with cross-functional teams to achieve goals.
  • Maintained updated knowledge through continuing education and advanced training.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Planned and completed group projects, working smoothly with others.
  • Answered 75 plus calls per shift to assist with customer questions and concerns.
  • Assisted with customer requests and answered questions to improve satisfaction.

Paint-Line Assistant/Leader

Mayville Engineering Company
Beaver Dam, WI
08.2012 - 05.2012
  • Assisted processes for maintaining equipment cleanliness and safe operations according to company policies and procedures.
  • Identified needs of customers promptly and efficiently.
  • Assigned tasks to employees and monitored productivity, performance and task completion.
  • Attended regular training sessions to increase machine operating skills.
  • Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
  • Tracked counts of work cycles for accuracy.
  • Evaluated current production processes and made forward-thinking adjustments to improve output.
  • Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
  • Set up and adjusted machines and equipment to produce pre-determined results.
  • Observed and monitored utilization of equipment.
  • Performed daily maintenance of assembly machines and tooling.
  • Collaborated with team members to meet tight deadlines while maintaining high-quality standards.
  • Directed and coordinated production activities, encouraging employees to meet specifications.
  • Maintained a clean and safe work area in accordance with OSHA standards.
  • Completed necessary paperwork such as time cards, order forms.
  • Operated forklift to transport materials to designated areas.
  • Suggested operational modifications to improve quality and production times and reduce costs.
  • Planned and developed new operation processes to innovate and stay competitive.
  • Trained new staff members on proper machine operation techniques.
  • Operated machinery to fabricate and assemble product components.
  • Recommended opportunities for growth and advancement to motivate employees.
  • Assisted in the troubleshooting of production line equipment malfunctions.
  • Moved items between machines, conveyors and transport equipment to meet production needs.
  • Evaluated and assessed personnel to identify potential candidates for promotion.
  • Repaired defective parts using hand tools, power tools, welding equipment.
  • Inspected finished products for defects or flaws.
  • Adhered strictly to established safety protocols when operating equipment.
  • Determined root cause of equipment problems and identified effective solutions.
  • Packaged completed products according to customer specifications.
  • Followed written instructions regarding product assembly processes.
  • Examined final products for conformance with quality and design standards.
  • Organized project components according to workflow.
  • Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.
  • Loaded parts onto conveyor belts for further processing.
  • Communicated effectively with supervisors regarding job progress and safety issues.
  • Identified potential process improvements that could increase efficiency and productivity.
  • Inspected and repaired products to meet project expectations.
  • Maintained neat, organized and clean work areas to avoid safety concerns or production delays.
  • Enforced company policies, answered coworkers' questions and trained new personnel.
  • Recorded production data into computerized system accurately and efficiently.
  • Monitored inventory levels throughout the shift.
  • Performed minor repairs on broken or malfunctioning machinery.
  • Sorted and packaged products to prepare for processing or shipment.
  • Utilized hoists, cranes, and other lifting devices to move heavy items safely.
  • Loaded and unloaded items from machines and conveyors.
  • Recorded production details and accurately entered data into computerized systems.
  • Set up and tended equipment with machine operators to complete runs.
  • Troubleshot equipment problems to repair or report diagnostics.
  • Conducted quality control checks on all outgoing items prior to shipment.
  • Developed pricing schedules, costing for materials, and compliance statements.
  • Worked with cross-functional teams to achieve goals.
  • Planned and completed group projects, working smoothly with others.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Completed day-to-day duties accurately and efficiently.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Paint Line Leader

Maysteel
Columbus, WI
05.1994 - 08.2008
  • Earned fast-track promotion from management in recognition of consistently superior performance and keen ability to drive organizational goals
  • Trained and managed as many as 30 employees in all daily duties in line with company objectives, achieving significant improvement in productivity
  • Ensured product needed for each shift was on the paint line, washed, painted, unloaded and packaged per customer specifications
  • Handled ISO standards, read blueprint specifications and ensured orders were shipped within specified timeframes
  • Consulted with supervisor and other personnel to resolve problems, such as equipment performance, output duality and work schedules
  • Inspected equipment for defects and notified maintenance personnel for repair and gained extensive training in lockout/tag-out procedures, while identifying and resolving discrepancies and errors in steel defects, weld defects and steel fabrication.

Education

and Coding Diploma -

06.2013

COMPETENCIES -

Ultimate Medical Academy

Medical -

Skills

  • Proficient in numerous computer programs, including McGraw Hill and AS400, while typing 45 words per minute with 10-key skills
  • Earned certifications in: World of Medicare; Uniform Billing (UB)-04; Medicare Fraud and Abuse: Prevention, Detection, and Reporting; Health Insurance Portability and Accountability Act (HIPPA); EDI Standards and CMS Form 1500
  • Competent communicator of key information with all organizational levels to ensure fluid business operations
  • Earned UMA Silver and Bronze Awards for Academic Excellence
  • Successfully compile and maintain records Systematic and able to accomplish a variety of tasks
  • Advanced knowledge of medical billing procedures Apply rules to specific problems to produce effective
  • Solutions
  • Medical Billing
  • Medical Coding
  • Payment Posting
  • ICD-9-CM, HCPCS, CPT
  • Introduction to ICD- 10-CM
  • Scheduling
  • Insurance Verification
  • Co-Payments and Deductibles
  • Medical Terminology
  • Anatomy & Physiology
  • HIPAA Compliance
  • Government Payers
  • Medicare & Medicaid
  • TRICARE
  • Third- Party Payers
  • CMS 1500, CMS 1450 (UB-04), EOB's
  • Greenway Prime Suite EMR
  • Worker's Compensation
  • Managed Care (HMO, PPO, and POS)
  • EOB
  • Office Management
  • Complaint Handling
  • Call Handling
  • Quality Assurance
  • Customer Service
  • Complaint Resolution
  • Account Updating
  • Payment Processing
  • Call Control
  • Data Gathering
  • Quality Control
  • Training Experience
  • System Documentation
  • Proficiency in CRM Software
  • Proficiency in Script Med Software
  • Call Center Customer Service
  • CallSelect
  • Appointment Scheduling
  • Customer Support
  • Resolving Issues
  • Call Center Operations
  • Providing Customer Support
  • Gathering Information
  • Interpersonal Skills
  • Product Knowledge
  • Verbal and Written Communication
  • Problem-Solving Skills
  • Building Rapport
  • Answering Questions
  • Inbound Phone Call Management
  • Customer Communications

Timeline

Pharmacy Call Center Representative

Humana
09.2021 - Current

Administration Officer

Suncoast Skin Solutions
07.2021 - 07.2021

Billing and Coding / Receptionist

Westcoast Brace and Limb PALM HARBOR
08.2013 - 07.2021

Paint-Line Assistant/Leader

Mayville Engineering Company
08.2012 - 05.2012

Paint Line Leader

Maysteel
05.1994 - 08.2008

and Coding Diploma -

COMPETENCIES -

Ultimate Medical Academy

Medical -

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PAMELA BAER