RAVEN RODECAP-SOUTHALL
Topeka,KS
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Blue Cross Blue Shield Of Kansas
Topeka, KS
01.2023 - Current
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Updated databases with new and modified customer data.
- Developed positive relationships with customers through friendly interactions.
- Collected deposits or payments and arranged for billing.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
MEDICAL ASSISTANT
STORMONT-VAIL HEALTH CARE
Topeka, KS
06.2019 - 01.2023
- Interview and engage with patients to obtain medical history, vitals and chief complaints as well as scheduling any patient appointments
- Verify patient insurance, coverage, obtain pre authorizations and certifications as needed
- Abide by all HIPPA rules and regulations
- Answer incoming phone calls from providers and members
- Complete inquiries regarding benefit and claim questions
- Provide patient care and help prepare patients for surgery
- Perform clerical duties such as charting and documenting all patient health information and notes regarding the patient's wellbeing before and after surgery
- Answer phone calls regarding patients from doctors and other health care professionals
- Systems used in this job were the following: Internet Explorer, My Chart, Cover my meds, Ipledge, Apex, etc
- Assist patients and representatives in the process of prior authorization approvals of various medications
HISTOLOGY TECHNICIAN
STORMONT-VAIL HEALTH CARE
Topeka, KS
06.2019 - 01.2023
- Compile and maintain records of preventive maintenance and instrument performance according to schedule and regulations
- Track and maintain inventory of all laboratory equipment and supplies
- Actively participate in any process improving projects
CERTIFIED NURSE AID/ PATIENT CARE TECHNICIAN
ATRIA SENIOR LIVING
Topeka, KS
01.2016 - 12.2019
- Responded to patient alarms and needs-assessment requests to identify course of treatment
- Comforted patients and provided each with reassurance and encouragement
- Documented information in patient charts and communicated status updates to interdisciplinary care team
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status
- Answer internal questions from all different lines of business/contracts which can pertain to member, provider, or group inquiries (phone and written)
- Trend and report issues and areas of improvement for customer experience
CERTIFIED PHLEBOTOMY TECHNICIAN
STORMONT-VAIL HEALTH CARE
Topeka, KS
08.2016 - 11.2019
- Patient verification by confirming patient identification in order to properly obtain blood specimens
- Access, select, release and print interfaced orders from the hospital, clinic and laboratory information systems
- Instructs and answers patient questions regarding collection
Education
HIGH SCHOOL DIPLOMA -
SHAWNEE HEIGHTS HIGHSCHOOL
TECUMSEH, KS05.2016
CERTIFICATION - PHLEBOTOMY TECHNICIAN
WASHBURN INSTITUTE OF TECHNOLOGY
TOPEKA, KS04.2016
CERTIFICATION - CERTIFIED NURSE AID
WASHBURN INSTITUTE OF TECHNOLOGY
TOPEKA, KS04.2015
Skills
- Patient-focused care
- Phlebotomy
- Reliable team player
- Complex Problem-solving
- [Type] coding
- Patient care coordination
- Patient relations
- Communicating with patient families
- Customer service
- Calm and level-headed under duress
- Emergency response preparedness
- Complaint resolution
- Scheduling
- Account updating
- High-energy attitude
- Minute taking
- Customer relations
- Professional telephone demeanor
- Email management
- Calm demeanor
- Adaptive team player
- Adaptability and flexibility
- Medical terminology
- Complaint handling
- Documentation
- Multitasking and organization
Timeline
Customer Service Representative
Blue Cross Blue Shield Of Kansas
01.2023 - Current
MEDICAL ASSISTANT
STORMONT-VAIL HEALTH CARE
06.2019 - 01.2023
HISTOLOGY TECHNICIAN
STORMONT-VAIL HEALTH CARE
06.2019 - 01.2023
CERTIFIED PHLEBOTOMY TECHNICIAN
STORMONT-VAIL HEALTH CARE
08.2016 - 11.2019
CERTIFIED NURSE AID/ PATIENT CARE TECHNICIAN
ATRIA SENIOR LIVING
01.2016 - 12.2019
HIGH SCHOOL DIPLOMA -
SHAWNEE HEIGHTS HIGHSCHOOL
CERTIFICATION - PHLEBOTOMY TECHNICIAN
WASHBURN INSTITUTE OF TECHNOLOGY
CERTIFICATION - CERTIFIED NURSE AID
WASHBURN INSTITUTE OF TECHNOLOGY