Hi, I’m
Stephen Michael Hammock JR
Phenix City,AL
Summary
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
years of professional experience
Work History
Sagility
Customer Service Representative-Cigna
07.2023 - 06.2024
Job overview
- Resolve and de-escalate issues & respond to request for assistance
- Document interactions and follow-up
- Answer all incoming calls promptly and manage them both effectively and efficiently
- Research to provide the most effective solution to resolve customer issues
- Communicate in a professional, empathetic, and diplomatic manner with good voice quality, diction, and articulation
- Work to achieve daily team quality and customer satisfaction goals
AFLAC
Customer Service Representative
06.2021 - 02.2023
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Separated checks, and regular mail to meet the guidelines
- Checks were processed and sent over to the billing department
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Parkwood Nursing Home
Medical Technician
02.2019 - 11.2022
Job overview
- A medical assistant schedules the appropriate rides and completes the documentation necessary for insurance reimbursement
- When aging patients call, they listen for clues that signal trouble and arrange for the soonest possible visit
- If they suspect an emergency, they discuss it with the doctor immediately
- Medical assistants can do various diagnostic tests, such as electrocardiograms and urinalysis, in office settings, saving aging patients a time-consuming hospital visit
- Help by verifying, updating, and correcting demographic and medical information at each visit
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Called and faxed pharmacies to submit prescriptions and refills.
- Facilitated referrals to specialist providers when necessary, expediting access to advanced care options for patients in need.
St. Francis Hospital and Medical Center
Hospital Transporter
01.2018 - 11.2018
Job overview
- Transported patients to the dining room for breakfast, lunch, and dinner
- Assisted patients with personal hygiene, walking, and eating
- Recorded vital signs and respected patient privacy and confidentiality
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Managed financial aspects of the practice, including budgeting, billing, and insurance claims processing.
- Delegated tasks to staff members, monitored completion of all duties and provided support to enhance performance.
- Promoted high morale and staff retention through dynamic communication, prompt problem resolution, proactive supervisory practices and facilitation of positive work environment.
- Ensured patient safety during transport by adhering to proper lifting and handling techniques.
- Contributed to a reduction in patient wait times by promptly completing assigned transports efficiently and professionally.
Baxters Health Care
Claims Representative
05.2009 - 01.2014
Job overview
- Handle customer inquiries, complaints, billing questions, and payment extension/service requests
- Calm angry callers, repair trust, locate resources for problem resolution, and design best-option solutions
- Interface daily with internal partners in accounting, field services, new business, operations, and consumer affairs divisions
- Managed a high-volume workload within a deadline-driven environment
- Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume)
- Became the lead 'go-to' person for new reps and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees
- Helped the company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution, and politeness
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus, and dependability in performance evaluations
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity
Education
Continental AcademyMiramar, FL
High School Diploma
03-2007
Skills
- Medical Administrative Assistant
- Medical Terminology
- Medical Transcription
- Patient Processing
- Patient Registration
- Medical Records Management
- Check In
- Check Out
- Data Entry
- Release of Information
- HIPAA Compliance
- Medical Laws & Ethics
- Medical Billing Knowledge
- Third Party Billing
- Medicare
- Medicaid
- HMO
- PPO
- Basic Coding Skills for ICD-10 & CPT
- Insurance Verification
- Anatomy & Physiology
- Customer service
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
Timeline
Customer Service Representative-Cigna
Sagility
07.2023 - 06.2024
Customer Service Representative
AFLAC
06.2021 - 02.2023
Medical Technician
Parkwood Nursing Home
02.2019 - 11.2022
Hospital Transporter
St. Francis Hospital and Medical Center
01.2018 - 11.2018
Claims Representative
Baxters Health Care
05.2009 - 01.2014
Continental Academy
High School Diploma
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