Hi, I’m
TASIA RICHARDSON
Howell,NJ
Summary
Experienced project and service coordinator bringing 8+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
13
years of professional experience
1
Certification
Work History
TOLL BROTHERS
SENIOR CUSTOMER CARE COORDINATOR
2021.08 - Current (3 years & 1 month)
Job overview
- Triage high volume of inbound customer requests for warranty repairs received via company portal, phone calls, or emails.
- Working with subcontractors managing billing and invoicing, and tracking completions of contracted work in EnterpriseOne (E1) CRM system.
- Collaborate with Director of Customer Care in HR-related tasks, including onboarding, employee record maintenance, training and mentoring, and benefits administration.
- Lead and/or participate in event planning and logistics for meetings, virtual conferences (via Teams or Zoom platforms)
- Document best practices, user guides, Scope of Work, and tips for using SAP system effectively within Customer Care Department.
- Validate pricing and confirm accuracy and completeness of contracting packages, process EPOs via DocuSign for signature of trade partners and Operations in BuildPro/JDE for completed work.
- Ensure all vendor insurance information is updated and accurate.
- Adhere to department performance standards and Key Performance Indicators (KPI).
- Conduct training and mentored team members to promote productivity and commitment to friendly service.
- Monitor metrics and developed actionable insights to improve efficiency and performance.
- Communicate with customers to assess and address individual needs, providing timely and quality support via Zendesk systems.
- Develop and implement customer care policies, procedures and regulations necessary to satisfy customer base.
- Take ownership of customers issues to follow problems through to resolution.
- Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
- Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for organization.
- Audited team performance and compliance with Qlik Reporting and KPI standards.
MEDI-CENTRIX
EDI ENROLLMENT COORDINATOR
2020.12 - 2021.08 (8 months)
Job overview
- Identify, correct, and maintain all bank transitions, conversion from Lockbox to ACH - EFT enrollment, paper EOB to ERA enrollment, pay-to-address updates and corrections, and OPT out from VCC for providers and/or groups, practices, ancillary services and billing tax ID numbers and maintenance of required information
- Managing and submitting payer and product EDI/EFT/ERA enrollments simultaneously and identifying and resolving issues or delays within revenue cycle management enrollment process
- Liaison between client, clearinghouse, payer, financial institutions, and MCX
- Communication with financial institutions to confirm routing and account number for each individual group
- Security officer on payer portals, responsible for configuring providers, users, and permissions by and enforcing HIPAA compliance.
MEDI-CENTRIX
PRE-CERTIFICATION SPECIALIST - Englewood Project
2020.03 - 2020.12 (9 months)
Job overview
- Worked effectively with insurance companies to obtain appropriate prior authorization for services, referrals, and medications ordered by attending physicians using CPT and ICD-10 codes
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering unified approach toward shared goals.
- Used job-related software to draft and finalize written correspondence and documentation.
- Ability to navigate registration, referral entries, auth/cert entries and patient chart workflows in EPIC EMR.
- Classify insurance approvals, based on physician orders, in order to expedite claim processing.
- Communicate details regarding denials and peer-to-peer requests for prior authorizations and provider offices.
- Document progress/status of prior authorizations and referrals on Google auth/cert forms.
- Demonstrate knowledge of varied managed care insurance and regulatory guidelines.
- Use, protect, and disclose patient's PHI only in accordance with HIPAA standards.
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering collaborative work environment.
- Mentored new hires within department, sharing best practices for navigating complex insurance requirements and fostering supportive team environment.
SUSSKIND AND ALMALLAH EYE ASSOCIATES
MEDICAL RECEPTIONIST
2019.09 - 2020.03 (6 months)
Job overview
- Front desk operations, including greeting customers, handling phone calls, scheduling appointments, collecting co-pays, prior authorizations for medications and procedures, insurance verifications, referrals, and surgery coordination
- Coordinated patient scheduling, check-in, check-out and payments for billing in EHR system.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating welcoming atmosphere for patients and their families.
- Enhanced patient satisfaction by efficiently managing front desk operations and addressing inquiries in a timely manner.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
- Supported office staff and operational requirements with administrative tasks.
- Printed prescription requests and queries in compliance with practice protocol.
- Supported practice growth by promoting available services through marketing materials displayed in reception area or provided during phone conversations with prospective clients.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
K. HOVNANIAN HOMES
HOMEOWNER SERVICES COORDINATOR / SUPER USER
2013.07 - 2019.09 (6 years & 2 months)
Job overview
- Handle requests for service from homeowners via inbound call center, emails, customer portals, and other written communications
- Enforcing warranty coverage within coverage matrix and statute of Repose by State
- Schedule evaluations and repairs
- Order material and create purchase orders
- Set up new end-users and training for new hires on system software and CRM
- Manage user roles and permissions, ensuring proper access controls within system
- Maintain SAP system and modules
- Help develop process improvement and cooperate with other super users, process owners, and Business Process Office
- Identify improvement opportunities and change management within team
- Create and maintain internal documentation as support material for on-the-job training
- Research technical requirements, documentation, and source code to find issues
- Work on implementing quick solution fixes for coworkers and clients.
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering collaborative work environment.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Coached employees through day-to-day work and complex problems.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
LONG AND FOSTER REAL ESTATE
TEAM LEAD / SUPERVISOR: RENTAL SERVICE CENTER
2011.01 - 2013.06 (2 years & 5 months)
Job overview
- Coordinate and monitor efforts of team members for accurate processing of listing agreements and rental applications to include employment verification via The Work Number, rental history, and credit worthiness to qualify potential residents
- Generate reports to listing agents regarding applicants for use by landlord in deciding to accept or decline applications
- Responsible for all phases of monitoring new and current resident files accurately and efficiently
- Correspond with listing agents on specified territory listings, schedule maintenance on properties, and processing of security deposits and rental payments.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Influenced positive change within organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
Education
Howell High School , Farmingdale
High School Diploma
01.1988
Skills
- Training and mentoring
- Billing coordination
- Research and due diligence
- Customer Account, Scheduling, and Team Management
- Delegation and Supervision
- Escalation management
- Teamwork and Collaboration
- Problem Resolution
- Product and service knowledge
- Administrative and Office Support
- MS Office, Outlook, Excel, and Word
- Policies and Procedures Adherence
- Process Improvement
- Strong Organization
Accomplishments
- Supervised team of 8 staff members.
- 2024 1st Quarter - Mover and Shakers Award.
- 2017 Gold Star Award
- Served as Department Champion, collaborated with team of 10 in incorporating change to Enterprise One and Zendesk system.
- Organized a successful Annually supported charity event with Susan G. Komen Cancer Walk at Six Flags.
Certification
- NJ Real Estate License, 2018, present
- NJ Notary Public Exp. 2026
Systems
Proficient in Zendesk, Corrigo, Buildpro, E1, JD Edwards, Workday, Pivotal, Concur, AirTable, Salesforce, Sharepoint, Jira, ServiceNow, EMR and EHR EPIC system, DocuSign, Feith, Google Docs. Social Media Platforms: Facebook, Instagram, Nextdoor, and Thumbtack. Lockbox and Payer Clearinghouse.
Timeline
SENIOR CUSTOMER CARE COORDINATOR
TOLL BROTHERS
2021.08 - Current (3 years & 1 month)
EDI ENROLLMENT COORDINATOR
MEDI-CENTRIX
2020.12 - 2021.08 (8 months)
PRE-CERTIFICATION SPECIALIST - Englewood Project
MEDI-CENTRIX
2020.03 - 2020.12 (9 months)
MEDICAL RECEPTIONIST
SUSSKIND AND ALMALLAH EYE ASSOCIATES
2019.09 - 2020.03 (6 months)
HOMEOWNER SERVICES COORDINATOR / SUPER USER
K. HOVNANIAN HOMES
2013.07 - 2019.09 (6 years & 2 months)
TEAM LEAD / SUPERVISOR: RENTAL SERVICE CENTER
LONG AND FOSTER REAL ESTATE
2011.01 - 2013.06 (2 years & 5 months)
Howell High School
High School Diploma
- NJ Real Estate License, 2018, present
- NJ Notary Public Exp. 2026
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