Organized and highly motivated employee with customer service, multitasking and time management abilities. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised, or with a team and quickly master new skills. Provides essential support by managing communication between physicians, staff and patients.
Hi, I’m
TANEIKA JONES
Pittsburgh,PA
Summary
Overview
12
years of professional experience
1
Certificate
Work History
UPMC St. Margaret HospitalPittsburgh, PA
Call Center Operator
08.2016 - Current
Job overview
- Data entry responsibilities to include: updating physician contact information and on-call schedule, compile nightly census reports for housekeeping and clergy office.
- Escalate unresolved issues according to established guidelines.
- Answer, screen and process high volume of calls daily with call management system and web-based communications.
- Meets or exceeds call speed, accuracy and volume benchmarks on consistent basis.
- Train and supervise new employees to promote overall team productivity and consistent service.
- Maintain accurate records of all incoming calls, noting key details such as caller's name, location, and nature of the emergency.
- Maintain patient confidentiality in accordance with HIPAA regulations.
- Support hospital staff via paging on-call providers, faxing, email.
Highmark, Inc.Pittsburgh, PA
Customer Care Advocate
11.2014 - 08.2016
Job overview
- Resolved customer complaints in a timely manner while maintaining high levels of customer satisfaction.
- Answered customer inquiries via phone, fax, email, and online chat.
- Resolved customer inquiries related to medical insurance plans, including eligibility, billing, and claims processing.
- Maintained detailed records of customer interactions and transactions while adhering to data privacy laws.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about in/out of network services.
- Demonstrated the ability to establish priorities, perform assignments and meet productivity thresholds in the allotted time frames while maintaining accuracy and attention to detail.
Medix Staffing-CignaRobinson, PA
Customer Care Representative
08.2014 - 11.2014
Job overview
- Gathered customer feedback through surveys and used the data to improve customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
IBEX GlobalPittsburgh, PA
Customer Service Representative
12.2011 - 06.2013
Job overview
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries regarding their accounts.
- Performed data entry and administrative duties as assigned.
- Identified customers' needs, clarified information, researched every issue and provided solutions.
Education
Point Park UniversityPittsburgh, PA
Bachelor of Arts from Criminal Justice
05.2009
University Overview
Sawyer School of BusinessPittsburgh, PA
Associate of Arts from Hotel Management/Travel
11.1997
University Overview
Skills
- Customer Communications
- Quality Assurance
- Policy Adherence
- Data Gathering/Entry
- Call Center Customer Service
- Call Control Skills
- Inbound Phone Call Management
- Training Experience
- Emergency Response
Certification
- CPR Certification
Timeline
Call Center Operator
UPMC St. Margaret Hospital
08.2016 - Current
Customer Care Advocate
Highmark, Inc.
11.2014 - 08.2016
Customer Care Representative
Medix Staffing-Cigna
08.2014 - 11.2014
Customer Service Representative
IBEX Global
12.2011 - 06.2013
Point Park University
Bachelor of Arts from Criminal Justice
Sawyer School of Business
Associate of Arts from Hotel Management/Travel
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