ROBBIN M. SUTER
Port Saint Lucie,FL
Summary
Dynamic leader with extensive expertise in sales development, customer service management, information technology, problem-solving, troubleshooting, business best practices, strategic planning, relational communications, and IT solutions. Strong background in management, training, and sales with valuable insights gained from hands-on entrepreneurial and professional experiences. Proven leader who excels as a self-starter and team player. Demonstrates the ability to quickly grasp new concepts, thrive under pressure, and effectively communicate ideas both in writing and verbally. Possesses an exceptional work ethic and unwavering reliability. Possesses extensive IT knowledge including Windows, Microsoft Project, and Microsoft Office Suites. Proficient in MySQL, HTML, and CSS. Enthusiastic and experienced in both overseas and continental U.S. travel.
Overview
27
27
years of professional experience
Work History
Customer Service Representative Lead
Optum United Healthcare (Formerly Mckesson), (Formerly Change Health Care)
2017.10 - Current
- Handle escalations and resolve customer issues
- Assist patients requesting prescription refills of medication
- Request Prior Authorization on patient behalf for medication
- Actively update Electronic Records
- Answer 70-100 calls daily, create new patient profiles
- Responsible for researching and resolving any patient questions or issues on one call
- Responsible for answering patient calls for prescription refills and setting any type of appointment needed or required
- Make, change, and cancel patient appointments
- Update and add patient insurance
- Adhere to quality scores above 90%
- Maintain an average handle time below requirements
- Maintain and adhere to required quality assurance scores above average
- Ensure patients HIPPA is verified as well as protecting patient PHI at all times.
Front End Billing Representative
Spherion Agency – Port St Lucie, FL
2017.06 - 2017.10
- Process claims to providers because of orders initiated by customers for DME supplies
- Enter or update customer data in Goldmine, FastTrack, and/or the Reorder program to ensure accuracy
- Create or merge patient accounts to ensure that the most accurate information is submitted for the patient order for billing
- Transfer data received in patient record to electronic documentation to attach to the digital electronic patient record
- Quality check all orders before being approved and processed for order completion in distribution
- Review compiled billing codes, order, and patient demographic before processing patient billing via electronic claims submission
- Ability to identify and professionally resolve order processing related issues.
Sales Manager/ As needed Sales Agent
American Health Supply, Port Saint Lucie, FL
2011.01 - 2016.12
- Manages, troubleshoots, advises, and executes decisions on extremely complex time sensitive sales and personnel issues
- Develops and manages a full training program for sales inventory
- Streamlines processes, policies, and procedures for sales agents
- Defines the sales cycle and develops standards for customer relationship management
- Ensures sales agents adhere to Medicare regulations and guidelines
- Organizes and participates in team building and sales training sessions
- Collects and analyzes sales data to ensure sales-to-shipment conversion ratio of 5% per agent
- Conducts performance monitoring and evaluation of sales agents
- Provides support and training for evaluated agents’ sales ‘pain points’ and develops training plans to address specific problems
- Self-sufficient; engages with owners only when necessary to resolve sensitive issues
- Consistently demonstrates concise and effective communication with customers and employees.
Operations Manager
Liberty Medical Supply, Port Saint Lucie, FL
1997.12 - 2005.10
- Managed the growth of sales department upward of 50+ employees
- Tripled monthly sales revenue to $3 million dollars monthly
- Established a competitive sales force offering performance-driven sales incentive programs
- Monitored the level of customer service to ensure sales practices and standards were adhered to
- Developed a mentor program within the department to assist employees
- Developed schedules to adhere to business needs
- Maintained efficient and effective reporting systems to monitor sales processes in real time without delays in reporting
- Processed bi-weekly payroll and monthly commissions
- Created an intranet for employees of Liberty Medical Supply
- Created power point presentations to train on new implementations as well as training manuals available in intranet
- Developed and trained new sales agents for new implementations
- Ensured Medicare, Medicaid, and HIPAA regulations and guidelines were followed
- Improved sales policies and practices
- Defined the sales cycle and developed standards for customer relationship management
- Maintained daily financial report for ROI
- Hands on with assisting in advertising for Liberty medical.
Education
Master of Business Administration (MBA) -
University of Phoenix Online
Phoenix, AZBachelor of Science - Information Technology
University of Phoenix Online
Phoenix, AZ06.2013
Skills
- Call center experience
- Reporting and analysis
- Escalation management
- Stress Tolerance
- Complaint Handling
- Customer satisfaction measurement
- Attendance Management
- Live chat support
- CRM Software
- Inbound and outbound calls
- HR Support
- Data Entry
- Continuous Improvement
- Product Knowledge
- Skill Development
- Issue Resolution
- Production goal setting
- Employee Retention
- Performance Evaluations
- Inside sales
- Marketing
- Staff Monitoring
- Customer Service
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Federal Regulations
- Multitasking and Organization
- Problem-solving abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Active Listening
- Relationship Building
- Phone and Email Etiquette
- Microsoft Office
- Documentation and Recordkeeping
- Handling Complaints
- Self Motivation
- Interpersonal Skills
- Analytical Thinking
- Goal Setting
- Scheduling and calendar management
- Professionalism
- Interpersonal Communication
- Adaptability
- Written Communication
- Quality Assurance
- Problem-solving aptitude
- Professional Demeanor
Timeline
Customer Service Representative Lead
Optum United Healthcare (Formerly Mckesson), (Formerly Change Health Care)
2017.10 - Current
Front End Billing Representative
Spherion Agency – Port St Lucie, FL
2017.06 - 2017.10
Sales Manager/ As needed Sales Agent
American Health Supply, Port Saint Lucie, FL
2011.01 - 2016.12
Operations Manager
Liberty Medical Supply, Port Saint Lucie, FL
1997.12 - 2005.10
Master of Business Administration (MBA) -
University of Phoenix Online
Bachelor of Science - Information Technology
University of Phoenix Online
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