SUSAN SCALIA
Binghamton,NY
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Lincare Home Oxygen And Respiratory Systems
Vestal, NY
06.2016 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times up to 50 or more a day.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided back up for other coworkers
- Investigated and resolved accounting, service and delivery concerns.
- Maintained clean and orderly checkout areas by wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Checking patients in and out
- Scheduling patient appointments
- Calling insurance companies to verify benefits, eligibility, and obtain an authorization if one is needed.
- Ordering and keeping stocked all CPAP, BIPAP, ASVs and accessories
Medical
ROBERTS EYE CARE ASSOCIATES
02.2015 - 06.2016
- Billing
- Medical Billing
- Credit Bureau returned checks
- speaking with insurance companies about claims and eligibility
- checking patients in and out
- Verified patient insurance coverage and collected required co-payments.
- Answering phones, taking messages
- making referral appointments
- Participated in team meetings to improve workflows and contribute to improving patient care.
- Scheduled appointments for patients via phone and in person
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
Certified Home Health Aide
UNITED METHODIST HOMES, ST. LOUISE MANOR
07.1998 - 02.2015
- Assisted patients with multiple chronic diagnoses, including COPD and asthma
- Provided treatment within scope of practice as defined by state law
- Frequently commended for maintaining the safety, respect and dignity of residents
- Ensured HIPAA compliance for patient privacy and confidential information
- Tested patients' blood glucose levels
- Provided quality nursing care in accordance with resident care policies and procedures
- Provided caring companionship to elderly and developmentally disabled patients
- Provided primary resident care and assistance with daily living activities
- Worked as part of team to execute proper care of body mechanics and safety of patient.
Education
Associate in Occupational Studies - Medical Coding & Reimbursement Specialist
Elmira Business Institute
Vestal, NY02.2015
Skills
- High-Volume Environments
- Customer satisfaction
- Customer service
- Calm and Professional Under Pressure
- Multi-tasking
- Inbound Customer Calls
- Customer Experience
- Customer Loyalty
- Customer Care
- Customer Needs Assessments
- Transaction Recordkeeping
- Policy and Procedure Adherence
- Credit and collections
- Correcting Discrepancies
- Livechat Messaging
- Billing Adjustments and Refunds
- Performance Goals
- Information Updates
- PR/First Aid certified
- Medical coding capability
- Chart preparation
- Problem resolution ability
- Enthusiastic caregiver Patient/family focused
- Medical billing
- Body mechanics competency
- CPR/First Aid certified
- Patient positioning understanding
- Accounts payable/receivable
Timeline
Customer Service Representative
Lincare Home Oxygen And Respiratory Systems
06.2016 - Current
Medical
ROBERTS EYE CARE ASSOCIATES
02.2015 - 06.2016
Certified Home Health Aide
UNITED METHODIST HOMES, ST. LOUISE MANOR
07.1998 - 02.2015
Associate in Occupational Studies - Medical Coding & Reimbursement Specialist
Elmira Business Institute