Pamela McDade
Baltimore,MD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in support service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Medical Claims Processor
Alterwood Health
12.2020 - 05.2023
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Monitored and updated claims status in claims processing system.
- Managed large volume of medical claims on daily basis.
- processed claims on kareo
Call Center Representative
Northwest Hospital Center
03.2017 - 08.2020
- Processed debit and credit card and electronic check payments.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- managed over one hundred emails a day
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Approved and terminated customer contracts upon request.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Amazon
07.2015 - 12.2016
- Answered live online chats to give quick answers and solve problems faster.
- Conducted quality assurance reviews of website to maintain accuracy of online booking tool.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers..
- Helped customers navigate website to order [Product or Service] online for added convenience and access to larger inventory.
Customer Service Representative
Lowes
06.2014 - 06.2015
- 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.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Education
High School Diploma -
Maynard H. Jackson- Jr. High School
Atlanta, GA05.2012
Diplomia - Billing & Coding
TESST College of Technology - Baltimore
Baltimore, MD 02.2016 - 12.2016
Skills
- Recordkeeping Compliance
- Administrative Duties
- Cash Distribution
- 10-Key
- Microsoft Excel
- cloudTalk
- Microsoft word
- Customer Retention Strategies
- Records Preparation
- Multitask
- ICD-10
- ICD-9
Timeline
Medical Claims Processor
Alterwood Health
12.2020 - 05.2023
Call Center Representative
Northwest Hospital Center
03.2017 - 08.2020
Diplomia - Billing & Coding
TESST College of Technology - Baltimore
02.2016 - 12.2016
Customer Service Representative
Amazon
07.2015 - 12.2016
Customer Service Representative
Lowes
06.2014 - 06.2015
High School Diploma -
Maynard H. Jackson- Jr. High School
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