Stephanie Mursier
McCormick,SC
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Taking pride in professionally and proficiently conducting in a way that sets the bar to show kindness while doing the job as a representative of the company. Providing impeccable service to clients, remembering empathy and compassion.
Customer Service Representative bringing top-notch oral and written communication skills, active listening, and analytical problem-solving skills. Collaborative leader with a dedication to partnering with coworkers to promote an engaged, empowering work culture while multitasking.
Experience in managing 60-100 inbound calls and outbound calls and handling emergency issues with patience and tact.
Focused Patient Service Representative with 8 years of experience supporting patients in healthcare settings. Extensive knowledge of medical record organization and patient advocacy. Successful at helping patients through care and treatment process. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adapt to working effectively unsupervised and quickly mastering new skills.
Insurance industry professional in customer service, experienced in policy changes, updates and sales of multiple lines of insurance including home rental and property, also advising of rewards offered through insurance services. Providing cost-effective solutions that meet the needs of clients by recommending suitable insurance products to provide financial security.
Authorized to work in the US for any employer.
Overview
26
26
years of professional experience
Work History
Paraprofessional Teacher
Kelly Services
01.2018 - Current
- Observed students during activities and assignments to document their strengths and weaknesses
- Partnered with teachers to plan and implement lessons following the school's curriculum, goals, and objectives.
- Utilized technology-based tools such as computers and software programs to enhance learning experiences for all students.
- Offered students personalized educational, behavioral and emotional support.
Customer Service Representative
Sitel Group
Augusta, GA
11.2021 - 12.2022
- Take payments, give quotes, set up auto-pay, leave notes on file on customer complaints, fax, fill word documents, and also resolve matters or elevate to supervisor
- Reviewed policy applications for accuracy before submitting them to underwriters for approval.
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Researched insurance plans to find good options for clients' needs.
- Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
- Assisted customers in completing necessary forms and documents related to new or updated policies.
Customer Service Call Center Agent
Direct Interactions
Medway, OH
11.2020 - 10.2021
- Unemployment and Family Services, requiring filing benefits and updating clients' files, and noting personal data, including banking info direct deposit setup, Assess client information and prepare unemployment claims forms.
- Checking and recognizing Breaks in claims, Fraud, and Overpayments
- Helped large volumes of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response to Investigating eligibility requirements for unemployment benefits.
- ARC Grey Skies Dispatch, with American Red Cross Team for Hurricane Ida and Wildfires in California.
- Taking applications providing resources for assistance in surrounding states, also checking for cons, and fraud.
- Deescalate before Escalating working to prevent problems and try to keep clients calm even being very frustrated and displaced.
- Provided assistance to disaster victims with temporary housing needs and registration of missing persons.
- Collaborated with social workers to support patients.
- Worked closely with disabled or impoverished individuals to locate helpful financial resources and community programs.
- Make referrals to utilize community resources for resident's needs.
Healthcare Customer Service Representative
SYKES
Greenwood, SC
04.2014 - 01.2017
- Comfortable with the use of 3 monitors and 7 to 10 programs while providing services to customers Utilizing technology and specialized software to maximize productivity.
- Software knowledgeable with MS Office, Data Entry, and Acuity Scheduling to schedule appointments
- Maintained confidential patient, employee, and company information in compliance with company policies and regulatory requirements, meet customer call guidelines for service levels, and handle time and productivity taking 60-100 calls daily with awareness of HIPAA Laws.
- Assist patients with filling out check-in and payment paperwork and verifying patient demographic information in order to ensure accuracy of data entry, also Verifying insurance information prior to appointment booking. Working collaboratively with other departments such as billing, coding, clinical specialists, when necessary.
- Scheduling and confirming patient appointments and procedures' events with patients and healthcare professionals. Coordinating with patients and healthcare professionals to meet patient needs. Obtaining proper authorization and identification to release confidential medical records, Referring patients to appropriate professionals and services.
- Provide helpful assistance by anticipating and responding to needs of patients and family members. Review patient medical history documents prior to appointment scheduling. Eager to Develop highly empathetic client relationships and earned respect for exceeding service standard goals.
- Provide clear instructions to patients regarding their upcoming visits. Performed follow up calls to confirm scheduled appointments.
- Generate daily reports on the number of booked, canceled, rescheduled appointments maintaining daily calendars, with clients and planned daily office events.
- Managed a high volume of emails related to appointment scheduling requests.
- Aim to Resolve customer complaints in a professional manner.
- Available to Assist physicians and nursing staff by providing administrative support services when necessary.
- Served as a liaison between patients and healthcare providers for communication purposes.
Home Health Aide
SC DHEC
Abbeville, SC
03.2011 - 06.2015
- Communicated with physicians, nurses, and other caregivers to exchange information about patient conditions, treatment plans, and activities
- Responded immediately to calls from patients for assistance or treatment and alerted medical staff to emergencies
- Monitored patient condition by recording vitals including blood pressure, respiration rates, and body temperature
- Observed the condition of patients by examining, including checking existing conditions, such as open wounds or detecting blood in the urine
- Worked with patients to assure participation in exercises and therapeutic activities
- Monitored patient medications and encouraged them to take medications and nutritional supplements as prescribed
- Monitored intake of food and medication and alerted staff to deterioration in patient conditions
- Documented clinical information in patient medical records daily
Truck Driver
US XPress Enterprise
Chattanooga, TN
07.1997 - 08.2010
- Maintained 100%, timely delivery record, with all deliveries arriving within schedule guidelines
- Completed basic vehicle maintenance such as adding oil and fuel, lubricating parts, and performing minor repairs
- Planned smooth vehicle routes to minimize delivery delays
- Prevent cargo shifting by securing loads with ropes, covers, and chains
- Communicated with facility crew to smoothly maneuver the vehicle into an optimal position for loading or unloading
- Provided in-depth documentation on equipment condition and issues
- Maintained daily, legible DOT log book and submitted corresponding documents.
- Communicated with dispatchers regarding pickup and delivery times.
- Performed daily pre-trip inspections on vehicles to ensure safe operation on the roadways.
- Responded promptly to emergency situations including inclement weather conditions or traffic delays while remaining calm under pressure.
Education
Bachelor's degree - Psychology And Pre-Counseling
06.2026
ASSOCIATE OF APPLIED SCIENCE - Social Work
07.2009
HIGH SCHOOL DIPLOMA - Health Occupation
06.1987
- Completed professional development in HOSA
Skills
- Multi-line phone talent, Multi Monitors, Operate multiple applications, databases, and computer programs
- Answering 60-100 customer telephone calls promptly to avoid on-hold wait times
- CS, CRM, CMS, POS
- Technical Support
- Appointment Scheduling & Confirmation
- Routing Lab Results
- Payment Collection & Reimbursement
- Chart Pulling
- Crisis Intervention
- Documentation, Recordkeeping strengths
- IEP Compliance for Special Needs
- Medical Billing & Filing
- Eligibility Determination
- Patient Intake
- Medical Health & Auto Insurance Verification
- Typing 32-43 WPM
- HIPAA Compliance
- Professional telephone demeanor
- Service standard compliance
- Attention to Detail
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative - Sitel Group
11.2021 - 12.2022
Customer Service Call Center Agent - Direct Interactions
11.2020 - 10.2021
Paraprofessional Teacher - Kelly Services
01.2018 - Current
Healthcare Customer Service Representative - SYKES
04.2014 - 01.2017
Home Health Aide - SC DHEC
03.2011 - 06.2015
Truck Driver - US XPress Enterprise
07.1997 - 08.2010
Capella University - Bachelor's degree, Psychology And Pre-Counseling
Piedmont Technical College - ASSOCIATE OF APPLIED SCIENCE, Social Work
McCormick High School - HIGH SCHOOL DIPLOMA, Health Occupation
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