Ravonda Norman
Baton Rouge,LA
Summary
Detailed Professional Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Qualified Member Services Representative with 10 years in fast-paced customer service and call center environments. Experienced with overseeing and maintaining orderly activities. Utilizes strong observational skills to ensure compliance with guidelines. Knowledge of effective communication and organization in team settings for an effective work setting.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Monitor
Conduent State Healthcare
06.2024 - Current
- Mentored junior staff members on proper monitor usage techniques and troubleshooting strategies for common issues encountered during daily operations.
- Utilized advanced software applications for efficient data management and analysis, contributing to improved overall workflow efficiency.
- Contributed to the development of monitoring policies and procedures, promoting a standardized approach across all units.
- Participated in quality improvement initiatives aimed at enhancing patient safety and satisfaction within the facility.
- Conducted routine inspections of monitoring equipment to ensure optimal functionality, proactively addressing any issues identified.
- Maintained strict compliance with all relevant regulatory guidelines and industry standards to uphold the integrity of patient monitoring processes.
Claims and Billing Representative
Sutter Health
05.2023 - 06.2024
- Reviewed and solved account and billing discrepancies.
- Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked effectively with medical payers such as Medicare, Medicaid, and commercial insurances to obtain timely and accurate payments.
- Coordinated with intermediate parties to obtain payments and resolve issues.
- Enhanced client satisfaction with prompt resolution of billing inquiries and disputes.
- Ensured accurate recordkeeping by maintaining up-to-date customer account information in the database.
Customer Service Representative
Southeast Transportation
01.2021 - 09.2022
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Set up and activated customer accounts.
- Answered inbound calls, chats and emails to facilitate customer service.
- Made outbound calls to obtain account information.
Member Service Representative
Prime Therapeutics LLC
10.2021 - 03.2022
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted available products and services to customers during service, account management and order calls.
- Increased customer satisfaction ratings 100% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Reviewed new account applications to verify eligibility of prospective members.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Medical Receptionist
Patient Plus Urgent Care
01.2020 - 03.2022
- Straightened up waiting room to maintain neat and organized space.
- Greeted patients and visitors to answer questions or refer inquiries to appropriate personnel.
- Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.
- Checked patients in and out for appointments and collected co-payments.
- Took messages from patients and promptly relayed to appropriate staff.
- Protected patients by observing strict HIPAA guidelines.
- Compiled physical and digital documents, charts and reports.
- Processed patient payments and scanned identification and insurance cards.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Answered multi-line phone system and directed callers to requested personnel and departments.
Caregiver
Griswold Home Health Care
08.2017 - 01.2021
- Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
- Assisted clients with maintaining good personal hygiene.
- Improved patient outlook and daily living through compassionate care.
- Helped clients get in and out of beds and wheelchairs.
- Maintained clean and well-organized environment for client happiness and safety.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Supported bathing, dressing and personal care needs.
- Collected and recorded patients' blood pressure, pulse and respirations (TPRs) to evaluate and note basic health status.
Donor Technician
Octapharma Plasma Center
01.2020 - 07.2020
- Assessed donor vital signs during and after procedures to check for fatigue or dizziness.
- Coordinated workflow based on stat, schedule, or outpatient needs.
- Assessed plasma collection machines for proper functionality.
- Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
- Input medical and insurance information into database for inclusion in patient records.
- Treated blood-related chronic disorders by performing therapeutic phlebotomy.
- Prepared patients for examination by properly draping patients, obtaining vital signs, verifying referrals and taking detailed health history.
- Offered snacks and beverages to blood and plasma donors to maintain proper sugar levels.
Education
Some College (No Degree) -
Alcorn State University
Lorman, MSSome College (No Degree) - Pre-Nursing Requisites
Copiah-Lincoln Community College
Wesson, MSGED -
Copiah-Lincoln Community College
Wesson, MS07-2009
General Studies
Natchez High School
Natchez, MS05.1995
Skills
- Membership Renewals
- Account Management
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Multitasking and Prioritization
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Understanding Customer Needs
- Customer Service
- Establishing and Maintaining Customer Relationships
- Team-Oriented and Cooperative
- Call Volume and Quality Metrics
- Work Prioritization
- Policies and Procedures Adherence
- Relationship Building
- Multi-Line Phone Systems
- Excellent Attention to Detail
- HIPAA compliance
- Planning and leading activities
- Group leadership
- Workflow optimization
Education and Training
other,other,other,other
Certification
- First Aid Certification
- CPI Blue Card NCI 2023
- CPR/AED Certification
Languages
English
Full Professional
Timeline
Client Monitor
Conduent State Healthcare
06.2024 - Current
Claims and Billing Representative
Sutter Health
05.2023 - 06.2024
Member Service Representative
Prime Therapeutics LLC
10.2021 - 03.2022
Customer Service Representative
Southeast Transportation
01.2021 - 09.2022
Medical Receptionist
Patient Plus Urgent Care
01.2020 - 03.2022
Donor Technician
Octapharma Plasma Center
01.2020 - 07.2020
Caregiver
Griswold Home Health Care
08.2017 - 01.2021
General Studies
Natchez High School
Some College (No Degree) -
Alcorn State University
Some College (No Degree) - Pre-Nursing Requisites
Copiah-Lincoln Community College
GED -
Copiah-Lincoln Community College
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