Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Russ Mayer

Columbus,Ohio

Summary

Capable customer service representive dedicated to providing superior support for consumers in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Dependable retail sales professional with experience in dynamic, high-performance environments. Skilled in processing transactions, handling cash, using registers and arranging merchandise. Maintains high-level customer satisfaction by smoothly resolving customer requests, needs and problems.

Overview

33
33
years of professional experience

Work History

Patient Service Representative

Quantum Health
03.2022 - 03.2024
  • Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
  • Verified insurance eligibility and coverage for patients.
  • Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Took inbound and made outbound calls from/to members, physician offices, DME and ambulance companies, facilities and lawyer offices.

CSR

Aetna, Inc
10.2013 - 11.2021
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.

QIC Assistant

Q2Admininstrators
01.2007 - 10.2013
  • Processed daily mail and prepared it for documentation retrieval. Filed documents for review. Once processed, stored documents and following HIPAA guidelines.
  • Sent documents if needed to be adjudicated.
  • Managed staff of 6-8, staff was made up of permanent and temporary staff.
  • Constantly training staff on processes, equipment
  • Completed evaluations of staff members.

Human Resources Coordinator

Superior In-Home Health
05.1998 - 10.2003
  • Maintained human resources information system and kept employee files up to date and accurate.
  • Conducted new employee onboarding and provided ongoing orientation training.
  • Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
  • Completed background and reference checks to facilitate hiring and onboarding of employees.
  • Handled employee inquiries and complaints regarding policy and benefits issues.

Retail Dept Manager

Meijer
05.1991 - 10.1997
  • Maintained a visually appealing department layout that effectively showcased products and enticed customers to make purchases.
  • Worked in Jewelry/Small Appliances, Gifts and Lamps, Toy, Photo/Video Depts.
  • Increased customer satisfaction by providing exceptional service and addressing customer concerns promptly.
  • Led meetings with store management to discuss goals, challenges faced within the department as well as successful tactics to be implemented across the organization.
  • Ensured compliance with company policies, procedures, and safety standards throughout all aspects of department operation.

Education

No Degree - Education

Ohio State University
Mansfield

No Degree - Psychology

St. Leo's College
06.1988

High School Diploma -

Northmor High School
Galion, OH
05.1981

Skills

  • Customer Service
  • HIPAA Compliance
  • Insurance Verification
  • Medical terminology knowledge
  • Training leader
  • Appointment Scheduling

Additional Information

Community Involvement


Regular platelet donor with American Red Cross


4-H volunteer: Serve as local advisor with Morrow County club and Jr. Fair Board, adult staff for 4-H camp


Sunday School Teacher Mount Gilead Glory Baptist Church

Timeline

Patient Service Representative

Quantum Health
03.2022 - 03.2024

CSR

Aetna, Inc
10.2013 - 11.2021

QIC Assistant

Q2Admininstrators
01.2007 - 10.2013

Human Resources Coordinator

Superior In-Home Health
05.1998 - 10.2003

Retail Dept Manager

Meijer
05.1991 - 10.1997

No Degree - Education

Ohio State University

No Degree - Psychology

St. Leo's College

High School Diploma -

Northmor High School

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Russ Mayer