Tammi Baldwin
Avon,NY
Summary
Proven achiever in customer service and account management, notably at the University of Rochester Medical Center offices. Excelled in complaint resolution and data entry, enhancing customer satisfaction and operational efficiency. Recognized for superior de-escalation techniques and staff training, significantly improving team performance and service delivery.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Shanks Enterprises / Casella Waste Systems
07.2022 - Current
- Responded to and executed customer requests for products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting, service, and delivery concerns.
- Maintained positive performance during times of heavy call volume, demonstrated the ability to successfully multi-task.
- Received multiple recognitions by customers and supervisors for superior customer service and issue resolution skills, including but not limited to customer issue deescalation.
Claim Edits and No Activity Specialist
United Business Office, URMC
10.2019 - 12.2020
- Researched and resolved No Activity Claims for Excellus BCBS and MVP, securing accurate payment.
- Verified claim reception by insurance agencies and ensured prompt invoice fulfillment through utilizing EPIC database, researching claim delays, and addressing appropriate errors to expedite processing.
- Investigated, evaluated, and adjusted multi-line claims in accordance with standards and laws.
- Maintain accurate and up-to-date claim notes, including provider notes and Claim Specialist edits.
Lead Collection Specialist
Reconciliation Unit, Primary Care URMC
10.2011 - 10.2019
- Oversaw the budgeting and inventory of office supplies.
- Trained and held staff accountable to batch information log maintenance with respect to timeliness and accuracy.
- Coordinated communication and information flow between 41 offices.
- Resolved batch errors through claim edits, yielding increased profitability.
- Supervised staff responsible for processing co-payment batches and insurance agency communications.
Education
High School Diploma -
Avon Senior High School
Avon, NYSkills
- Call Management
- Data Entry
- Complaint resolution
- Consultative Sales
- Customer Service
- Payment Processing
- Staff education and training
- De-Escalation Techniques
- Account Management
Timeline
Customer Service Representative
Shanks Enterprises / Casella Waste Systems
07.2022 - Current
Claim Edits and No Activity Specialist
United Business Office, URMC
10.2019 - 12.2020
Lead Collection Specialist
Reconciliation Unit, Primary Care URMC
10.2011 - 10.2019
High School Diploma -
Avon Senior High School
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