Wanda Marie Rivers-Jones
Copperas Cove
Summary
Professional with strong foundation in customer service, prepared for roles that demand high standards and results-oriented approaches. Proven ability to enhance customer satisfaction and resolve issues efficiently. Known for collaborative teamwork and adaptability to changing needs. Skills include effective communication and problem-solving, valued for reliability and positive attitude.
Overview
15
15
years of professional experience
Work History
Customer Contact Representative
Veteran Affairs HRC
08.2016 - Current
- Company Overview: This is a federal job
- Serves as point of contact at Health Resource Center (HRC). This position provides assistance nationwide. Provides eligibility and benefits counseling; website and mobile application navigation; and customer support to Veterans and all other users of the My HealtheVet website, Vets.gov website eBenefits website, Web and Mobile Solutions applications, and other various VA Websites; and assists Veterans in the registration and use of these programs.
- Receive and coordinate calls from Veterans family members and/or legal representatives, the public, and VA employees regarding VA and related non-VA benefits available to Veterans, dependents of Veterans, and beneficiaries.
- Receives and coordinate webchat, emails, or VA Inquiry Routing and Information Systems (IRIS) inquiries from Veterans, Caregivers, VA staff, and other users related to the My HealtheVet website, Vets.gov website, eBenefits website, and the Web and Mobile Solutions.
- Analyzes calls and electronic documents for accuracy, authorization and documents I transactions to ensure proper review.
- Provides oversight of all escalated customer issues and ensures resolved at the lowest level possible.
- Analyzes and prepares technical cases for escalation
- Selected above peers as Subject Matter Expert, responsible for training new employees on the process.
- Provide technical expertise over various applications and VA websites and provides timely and useful customer service Nationwide.
- Reacts to scheduled callbacks from Senior or Supervisory staff in a timely fashion appropriate to the criticality of the request.
- Extensive knowledge of healthcare benefits and eligibility.
- Knowledge of methods and procedures for counseling and advising customers and general public on policies and guidelines related to benefits.
- Ability to in provide accurate, timely, and consistent quality customer service.
- Ability to communicate in person and in writing in an effective and concise manner. Serve as mentor and aid in training of entry-level representatives;
- Experience performing duties in fast-paced environment
- Troubleshoots issues
- Provide responses to customers by phone, email, and instant messaging.
- Knowledge of VA Programs, VA Policies, and federal regulations
- Utilize a call distribution system such as AVAYA to make, answer, transfer, and coordinate calls.
- Comprehensive knowledge of procedures, practices, regulations and policies of the contact center business lines and a broad working knowledge of Public Law and Codes.
- Supervisor: Crystal Flax (254-755-0669)
- Okay to contact this Supervisor: Yes
Medical Claims Clerk
Veteran Affairs (ATP2)
09.2015 - 08.2016
- Accurate and complete coding was the primary responsibility.
- Extensive knowledge and understanding of coding principles, guidelines, and regulatory compliance to ensure that the facility receives the optimum allowable reimbursement while ensuring adherence to Medicare fraud and abuse guidelines.
- Reviewed medical records to ensure that the physician's documentation supports the diagnoses and procedures coded and that all conditions for which care was given have been documented in the proper sequence of importance.
- Ensured that operations and procedures are related to the clinical diagnoses and have been described appropriately.
- Voucher processing to include determining service connection, payment authorization and completing payment requests.
- Act as a consultant and advisor for the accurate solution of, and reply to, payment inquiries when problems exist
- Prepare audit of benefit awards; processes fiscal transactions - including one-time, special payments and out-of-system payment to bring accounts to current status
- Maintain a system of accounting records for all financial management system transactions within the RO
- Utilize the VBA front-end transaction processing application, determines the appropriate entries to be made
- Review and analyze information related to debts under the jurisdiction of the RO to protect the interest of the Government and not cause undue hardship for the debtor
- Supervisor: LeAnn (301-645-4945)
- Okay to contact this Supervisor: Yes
ICU Unit Secretary
Providence Health Center Hospital
09.2010 - 09.2015
- This position offered an opportunity for various duties in the department and hospital. I would answer calls in the ICU department and input patient information into the computer. I would also work as an Tech and help nurses with patient feedings, turning, bathing and transporting. Walk patients through each step, ensuring they understand the procedure with the ability to ask questions before, during and after examination.
- Provided Care of Central lines, PICC lines, dressing changes, care of patients with tracheotomies, frequent suctioning, tube feedings, care of patients with multiple tubes (g-tubes), wound vacuum assisted suction, colostomy care, 1:1 care, high risk of falling, contact isolation, droplet isolation, and neutropenic isolation
- Monitor electronic wait list.
- Prepare for clinic visits, monitor and schedule patient appointments, Track/register and update information in CPRS, VISTA and other data bases, Process all emergency and non-emergency transfers, Verify and update demographics and insurance information, Receives and Answer telephone calls, Interpersonal Relations/Customer Service with all you come in contact with.
- Coordinated patient admissions and discharges, ensuring efficient workflow in high-pressure environment.
- Managed communication between medical staff and families, facilitating timely updates and support.
- Organized medical records and documentation, enhancing accessibility for healthcare providers.
- Supported nursing staff with administrative tasks, promoting streamlined operations within ICU unit.
Lead Contact Representative
General Dynamics
06.2013 - 08.2014
- Facilitated meetings with supervisors to discuss performance issues and provide feedback on progress
- Managing employee performance, including conducting performance evaluations and providing feedback to employees
- Managed work schedules and overtime hours for the team, making sure that all shifts are covered
- Conducted training sessions to help employees improve their skills and learn new processes
- Reviewed incoming calls or chats to determine how best to respond to customer inquiries
- Scheduled meetings to discuss issues or concerns with customers or other departments within the company
- Monitoring call center activity to identify opportunities for improvement or resolve problems in real time
- Identified opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations
- Developed and implemented new training programs as needed to support department goals
- Supervisor: Katrina Miles (2545239445)
- Okay to contact this Supervisor: Yes
Cashier
Walmart
04.2013 - 01.2014
- Serve as Cashier which includes accountability (receipt, disbursement, examination, deposit, or other processing.
- Itemizes and totals purchases by recording prices, departments, taxable and nontaxable items; and operating a cash register.
- Maintains checkout operations by following policies and procedures and reporting needed changes.
- Balances cash drawer by counting cash at beginning and end of work shift.
- Maintain an accurate record of financial transactions.
- Recording of debits and credits.
- Contributes to team effort by accomplishing related results as needed.
- Resolves customer issues and answers questions.
- Supervisor: Martha Quick (254-751-0464)
- Okay to contact this Supervisor: Yes
Skills
- Call center experience
- Data entry
- Client relations
- Complaint handling
- Customer service
- Medical terminology
- Incoming call reception
- Strong organization
- HIPAA compliance
- Medical records maintenance
- Nursing station operations
Availability
- Job Type: Permanent, Telework
- Work Schedule: Full-time
Desired Locations
Waco, United States; Dallas, United States; San Antonio, United States; Temple, United States
Training
- Courses taken through Talent Management System:
- Accounting Principles, 11th Edition
Timeline
Customer Contact Representative
Veteran Affairs HRC
08.2016 - Current
Medical Claims Clerk
Veteran Affairs (ATP2)
09.2015 - 08.2016
Lead Contact Representative
General Dynamics
06.2013 - 08.2014
Cashier
Walmart
04.2013 - 01.2014
ICU Unit Secretary
Providence Health Center Hospital
09.2010 - 09.2015
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