ROZANA SKOBELEVA
Member Service Representative
New York,NY
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 and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Member Service Representative
Maximus NY State Of Health
2018.02 - 2020.03
- Trained staff on operating procedures and company services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Responded proactively and positively to rapid change.
- Maintained updated knowledge of internal processes and industry best practices to optimize service.
- Monitored and verified suspicious activity on customer accounts.
- Manage over 85 calls per day
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained and managed customer files and databases.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained new personnel regarding company operations, policies and services.
- Delivered prompt service to prioritize customer needs.
- Developed and updated databases to handle customer data.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
Patient Service Representative
Sinior Whole Health
2015.03 - 2018.01
- Resolved billing inquiries and disputes in timely fashion.
- Handled customer service inquiries in person, via telephone and through email.
- Responded to inquiries by directing calls to appropriate personnel.
- Answered incoming calls, scheduled appointments and filed medical records.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Taught patients and families to use at-home medical equipment.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Used [Software] to schedule appointments
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures
- Managed patient registration process, confirming data accuracy and completeness
- Balanced deposits and credit card payments each day
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Used Software to schedule appointments.
- Followed document protocols to safeguard confidentiality of patient records.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Verified insurance eligibility and coverage for patients.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Entered patient demographic and insurance data into electronic medical record system.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
Education
Associate Of Applied Business - Medical Billing And Collections
ASA College
Brooklyn, NYSkills
- Revenue Quotas
- Customer Support
- Account Updating
- Online Systems
- Reminder Calls
- Vital Statistics Documentation
- Billing Issue Resolution and Support
- Documentation
- Insurance Form Processing
- Database Management
- Phone Inquiries
- Understanding Customer Needs
- Membership Registrations
- Calm and Professional Under Pressure
- Complaint Documentation
- Database Maintenance
- Member Retention
- Member Relations
- Issue and Complaint Resolution
- Process Transactions
- Client Interactions
- Service Recommendations
- Customer Data Confidentiality
- Clerical Support
Languages
English
Full Professional
Russian
Native or Bilingual
Ukrainian
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Member Service Representative
Maximus NY State Of Health
2018.02 - 2020.03
Patient Service Representative
Sinior Whole Health
2015.03 - 2018.01
Associate Of Applied Business - Medical Billing And Collections
ASA College
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