Robin Blair
Inverness,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Aspire Lifestyles
03.2014 - Current
- Lifestyle Concierge to provide exceptional customer service in a work from home environment for a major credit card company
- Assist credit card holders to create memorable travel experiences
- Research recommendations and information and help card members with travel reservations, domestic and international destinations, which may include air, car, hotel, dining, sightseeing, and tours
- Assist consumers with shopping, gift ideas, and event ticket purchases
- Ability to build relationships with cardholders and key businesses
- Able to use web-based and/or computer-based programs to assist customers, enter pertinent customer data, and process required information
- Knowledge of CRM, VMware Horizon Virtual Desktop, VPN, CIC, EPC, Interaction Supervisor, VOIP, SIP, ADP, Salesforce
- Awarded Voice of the Agent 2022
- 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
Medical Collections Representative
PFS Group
02.2013 - 02.2014
- Responsibilities included answering inbound calls in a call center environment for our client Methodist and St Luke Hospital
- Processed billing calls and answered questions from patients and third-party carriers
- Corrected, completed and processed claims for multiple payer codes
- Assisted in reconciling deposit and patient collections
- Logged charges and payments within CUBS and HIS hospital computer systems
- Entered client details and notes into system for interdepartmental access and review
- Worked with customer to create debt repayment plan based on current financial condition
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Researched billing errors and discrepancies to initiate corrective action
- Review explanation of benefits (EOBs) and UB04’s via McKesson
- Screen patients for financial assistance eligibility, set up payment plans and process credit card payments, offer account resolutions and settlements to ensure collection of payment
- Contacted customers to discuss past-due accounts and negotiated payment plans
- HIPAA Certified and Collection Strategies Certification obtained.
Education
Certification - Medical Billing & Coding Medical Terminology
Houston Community College
Houston, TX01.2013
Business Technology - Business Administration
San Antonio College
San Antonio, TX01.2003
Skills
- Windows
- Microsoft Office/Teams
- Microsoft Outlook
- Internet and social media
- Product Knowledge
- Complaint Resolution
- Appointment Scheduling
- Research
- Customer Relations
Additional Skills Certifications
- ICD-9
- CPT
- Medical Coding & Billing
- Medical Terminology
- Insurance Verification
Qualifications Summary
Outstanding customer satisfaction, understanding the highest levels of customer service. Polite, friendly phone demeanor; highly self-adaptable, self-motivated, and self-disciplined; able to learn and work independently as well as in a team environment. Highly resourceful, strong research and investigative skills and the ability to multi-task effectively. Detail oriented with a focus on quality and accuracy, a strong sense of urgency and commitment to excellence. Able to thrive in a performance-based and work from home environment, top sales performer.
Timeline
Customer Service Representative
Aspire Lifestyles
03.2014 - Current
Medical Collections Representative
PFS Group
02.2013 - 02.2014
Certification - Medical Billing & Coding Medical Terminology
Houston Community College
Business Technology - Business Administration
San Antonio College
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