Vicki Verke
Bismarck,ND
Summary
Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets.
Overview
9
9
years of professional experience
Work History
Eligibility Worker
ND Health and Human Services
Washburn, ND
04.2024 - Current
- Managed approximately 30 incoming calls from clients with questions about eligibility for public assistance programs and services.
- Maintained accurate records of client interactions and program activities.
- Provided information to clients regarding their rights, responsibilities, and other relevant matters related to programs they were applying for.
- Researched discrepancies in submitted documentation as needed.
- Interviewed applicants and explained scope of different available benefits.
- Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
- Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Enhanced client satisfaction by providing efficient and accurate eligibility assessments for various social service programs.
- Established rapport with clients through empathetic listening, clear communication, and professional demeanor during calls.
- Enhanced client self-sufficiency through provisions of referrals to applicable community resources and support services.
CSR
Noridian
Jamesown, North Dakota
10.2021 - 04.2024
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Answered inbound calls to greet and assist customers with various needs and questions
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- De-escalated customer complaints using specialized communication techniques
- Documented detailed notes in CRM system to track customer interactions
- Navigated multiple systems to identify source of issue
- Built strong knowledge of product line to assist customers in selecting products
- Handled escalated callers to reach positive outcomes
- Addressed customer concerns and complaints and resolved issues promptly
- Returned customer calls and responded to inquiries and complaints
- Resolved product and service issues promptly.
- Managed approximately 80 calls per day, maintaining professional demeanor during peak hours and effectively multitasking in fast-paced environment.
Patient Access Representative
Sanford Medical center
Jamestown, North Dakota
06.2018 - 10.2021
- Managed pre-admitting and admitting of patients at busy facility
- Greeted and admitted patients and caregivers upon arrival
- Verified completeness and accuracy of patients' information for documentation in EMR system
- Collected and secured cash payments for patients' co-payments and additional financial obligations
- Connected with insurance companies to verify details and process billing
- Registered patients, routed documentation and escorted individuals to procedure locations
- Screened calls from patients and loved ones to help callers reach correct extensions
- Scheduled follow-up visits for patients' follow-on visits
- Handled advanced directives, powers of attorney and advanced beneficiary notices
- Helped patients obtain necessary services to meet healthcare needs
- Served as patient advocate, liaising with providers and insurance companies to meet patient needs
- Connected patients with support resources to seek financial assistance
- Educated patients on medical rights and care options during and after care
- Trained volunteers and staff on rapport-building strategies and patient rights
- Safeguarded patient privacy with consistent adherence to HIPAA protocols
- Worked with insurance companies to obtain approvals or contest denials.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
Business Office Associate
Lifetime vision
Jamestown, North Dakota
07.2017 - 06.2018
- Managed cash, including receiving and counting money, distributing funds and preparing deposits
- Answered questions and explained paperwork processes to promote high-level customer service
- Liaised with vendors to order and maintain inventory of office supplies
- Answered approximately 20 incoming calls and responded to caller questions and directed calls to appropriate departments and personnel
- Monitored document management and file organization processes to safeguard data integrity
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
Administrative Assistant
Anne Carlson
Jamestown, North Dakota
04.2015 - 04.2017
- Answered incoming calls and directed messages to correct party
- Processed correspondence, documents, and reports to support clerical staff
- Handled sensitive and business confidential information following proper procedures
- Organized computer files, sensitive documents, and home office supplies
- Photocopied, faxed and scanned office correspondence
- Tracked, received and reconciled material orders
- Completed paperwork and sent to designated department or staff member for processing
- Filtered incoming phone calls and emails, escalating only highest priority inquiries to executive leadership
- Developed, implemented and administered departmental office systems and procedures
- Prepared miscellaneous letters, memorandums and emails
- Organized material for meetings, presentations and training sessions
- Greeted visitors upon arrival and directed guests to appropriate departments
- Set up and maintained filing systems and basic databases
- Handled general office tasks, independently completing variety of basic and routine clerical and secretarial work
- Updated office calendar with new meetings, events and appointments to avoid overbooking
- Documented payments and expenses to keep financial records current
- Maintained efficient office environment by routing incoming and outgoing mail
- Proofread business documents to check spelling, grammar and compliance with office policies.
Education
High School Diploma -
Washburn High School
05.1999
Skills
- Conflict resolution
- Data entry
- Customer service
- Customer consulting
- Teamwork
- Prioritization
- Confidentiality
- Policy Knowledge
- Application processing
- Effective written and verbal communication
- Telephone Etiquette
- Policy Interpretation
- Documentation And Reporting
- Public assistance programs
Timeline
Eligibility Worker
ND Health and Human Services
04.2024 - Current
CSR
Noridian
10.2021 - 04.2024
Patient Access Representative
Sanford Medical center
06.2018 - 10.2021
Business Office Associate
Lifetime vision
07.2017 - 06.2018
Administrative Assistant
Anne Carlson
04.2015 - 04.2017
High School Diploma -
Washburn High School
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