Tracy Roberts
Vancouver,WA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in utilities industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate and energetic
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Waste Connections Inc.
04.2023 - Current
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Sought ways to improve processes and services provided.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Answered constant flow of customer calls with minimal wait times.
- Increased efficiency and team productivity by promoting operational best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met or expected expected call volume each day with high customer satisfaction
Referral Coodinator
Evergreen Pediatric Clinic
10.2021 - 04.2023
- Collaborated with medical staff to ensure appropriate referrals based on individual patient needs and insurance coverage.
- Served as a liaison between primary care physicians, specialists, and patients to ensure timely access to needed services.
- Developed and implemented effective strategies to increase referral sources.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Developed comprehensive knowledge of insurance requirements, advocating for patients when necessary to secure approval for needed services.
- Supported clinical team in managing complex cases through effective coordination of multiple referrals and appointments.
Appeals Specialist/Referrals/Prior Authorizations
The Women's Clinic of Vancouver, PS
04.2016 - 10.2021
- Answered telephones and directed calls to appropriate staff
- Operated office equipment, such as voice mail messaging systems and used word processing, spreadsheet and other software applications to prepare reports, invoices, financial statements, letters, case histories and medical records
- Transmitted correspondence and medical records by mail, e-mail and fax
- Maintained medical records, technical library and correspondence files
- Performed various clerical and administrative functions, such as ordering and maintaining inventory of supplies
- Compiled and recorded medical charts, reports and correspondence, using typewriter and personal computer
- Responded quickly to meet customer needs and resolve problems
- Involved persons to obtain missing information
- Corresponded with insured and agent to obtain information and to inform them of account status and changes
- Organized and worked with detailed office and warehouse records, using computers to enter, access, search and retrieve data
- Transcribed data to worksheets and entered data into computer for use in preparing documents and adjusting accounts
- Calculated amount of claim
- Notified insurance agent and accounting department of policy cancellation.
Medical Management/ Referral Coordinator
Columbia United Providers
04.2003 - 01.2016
- Processed and recorded new insurance policies and claims
- Transmitted claims for payment and further investigation
- Attached information to claim file
- Prepared insurance claim forms and related documents and reviewed them for completeness
- Entered insurance- and claims-related information into database systems
- Evaluated staff, volunteer and community training programs
- Participated in determination of organizational policies regarding such issues as participant eligibility, program requirements and program benefits
- Used company software to analyze customer coverage needs, write quotes and issue policies
- Completed insurance or other claim forms
- Consulted classification manuals to locate information about disease processes
- Assigned patient to diagnosis-related groups (DRGs), used appropriate computer software
- Reviewed records for completeness, accuracy and compliance with regulations
- Entered data, such as demographic characteristics, history and extent of disease, diagnostic procedures and treatment into computer
- Protected security of medical records to ensure that confidentiality was maintained
- Identified, compiled, abstract and code patient data, using standard classification systems
- Maintained and operated variety of health record indexes and storage and retrieval systems to collect, classify, store and analyzed information.
- Spearheaded and implemented new projects to expand scope of engagement.
Education
Certificate In Medical Insurance Billing/Office Admin/Terminology -
Apollo College
11.1998
Skills
- Conflict Resolution
- Product Promotion
- Account Updates
- Computer Proficiency
- Calm Under Pressure
- Microsoft Outlook
- Transaction Processing
- Policies and Procedures Adherence
- Teamwork and Collaboration
- Spreadsheets
- Following scripts
- Understanding Customer Needs
- Critical Thinking
- Coordination
- Delivery Scheduling
- Customer Service
- Microsoft PowerPoint
- Data Collection
- Multi-line phone talent
- Billing Adjustments and Refunds
- Microsoft Office
- Documentation
- Call Metrics
- LiveChat Messaging
- Customer Data Confidentiality
- Problem-solving abilities
- Complaint Handling
- Problem Resolution
- Appointment Scheduling
- Credit adjustments
- Conflict Resolution
- Product Promotion
- Account Updates
- Computer Proficiency
- Calm Under Pressure
- Microsoft Outlook
- Transaction Processing
- Policies and Procedures Adherence
- Teamwork and Collaboration
- Spreadsheets
- Following scripts
- Understanding Customer Needs
- Critical Thinking
- Coordination
- Delivery Scheduling
- Customer Service
- Microsoft PowerPoint
- Data Collection
- Multi-line phone talent
- Billing Adjustments and Refunds
- Microsoft Office
References
References available upon request
Timeline
Customer Service Representative
Waste Connections Inc.
04.2023 - Current
Referral Coodinator
Evergreen Pediatric Clinic
10.2021 - 04.2023
Appeals Specialist/Referrals/Prior Authorizations
The Women's Clinic of Vancouver, PS
04.2016 - 10.2021
Medical Management/ Referral Coordinator
Columbia United Providers
04.2003 - 01.2016
Certificate In Medical Insurance Billing/Office Admin/Terminology -
Apollo College
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