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
02.2018 - 03.2020
- 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
03.2015 - 01.2018
- 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
swipe to browse
Timeline
Member Service Representative
Maximus NY State Of Health
02.2018 - 03.2020
Patient Service Representative
Sinior Whole Health
03.2015 - 01.2018
Associate Of Applied Business - Medical Billing And Collections
ASA College
Similar Profiles
Malika ThorntonMalika Thornton
Customer Service Representative at Maximus Contact Center New York State of HealthCustomer Service Representative at Maximus Contact Center New York State of Health
Natalia RuizNatalia Ruiz
HEALTH INSURANCE ADVISOR at MAXIMUS, INC./ NEW YORK STATE OF HEALTH DEPT.HEALTH INSURANCE ADVISOR at MAXIMUS, INC./ NEW YORK STATE OF HEALTH DEPT.
Juan Carlos TelloJuan Carlos Tello
Bilingual Customer Service Representative at Maximus/ New York State Of HealthBilingual Customer Service Representative at Maximus/ New York State Of Health