Customer Care Service
Resume:
Mindla Kirchesh
Fitchburg, WI
ad04jy@r.postjobfree.com
Highly engaging, experienced performing Customer Care professional, 10+ year’s ability to handle a fast pace, high calls volume, heavy workload environment coordinating a wide variety of job duties as a creative support professional with a record of increased responsibility. Proven professional ability to maintain strong verbal listening and written skills with confidential matters and correspondence. Comfortable, experienced through extensive interaction with all levels of the organization and public. Able to problem solve, negotiate, quickly, and efficiently with minimal escalation. Experience, understanding and translation of HIPAA laws, regulations, and policies. Willing to relocate: Anywhere
Work Experience
Sr. Customer Care Specialist
Exact Sciences Laboratoies - Madison, WI
November 2019 to August 2023
Provide world class service to health care providers, patients and the general public. Responsible for outbound calls to patients and providers to provide clarification on our product, orders or to provide product instruction.
Essential Duties and Responsibilities
• Maintain current client information.
• Place outbound calls for test process support.
• Answer and respond to incoming calls and other inbound contacts.
• Identify and escalate the priority issues.
• Document all information in accordance with the standard operating procedures (SOP).
• Recommend changes to ensure high-quality customer service.
• Stay current with relevant guidelines and policies for medical devices; including, but not limited to, the health insurance portability and accountability act (HIPAA) and medical device reports.
• Ensure compliance with all company procedures and guidelines; including, but not limited to, the code of business conduct and ethics.
• Meet standards for production and accuracy within three months of shift date.
• Perform all the job duties in accordance with the customer care center policies and procedures.
• Conducts themselves in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and other clients.
• Excellent verbal and written communication skills.
• Ability to work in a team environment.
• Ability to adapt to changes in workload and circumstances effectively.
• Ability to respond to new information quickly.
• Ability to stay focused on a task and work independently.
• Apply excellent problem-solving abilities.
• Apply strong organizational skills.
• Apply excellent interpersonal skills.
• Ability to maintain a positive attitude.
• Ability to interact and build strong professional relationships with customers and peers at all levels of the organization.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
Member Services Representative
Group Health Cooperative - Madison, WI
June 2015 to September 2019
Primary resource responding to members and providers benefits, claims, referrals and clinic service inquiries. Answer incoming phone calls, make outbound phone calls, assist with clinic information, insurance benefit and plan coverage/limitations, MyChart assistance and password reset, provide information from certificates, benefit summaries for Basic Plans, Medicare, State, Federal, PPO, POS and Deductible plans, prescription and formulary questions, . Work directly with corresponding departments, COB, CM, clinic, etc. Responsible for reporting the details of complaints and compliments to internal staff as appropriate. Assist others with their work when available, attend and participate in department meetings, etc
Reception Team Staff - Call Center
Group Health Cooperative of South Central Wisconsin March 2013 to June 2015
Duties include: Receive phone calls from members, co-workers, and/or personnel of other GHC-SCW depts. Answer team & practitioner staff telephones and relay messages appropriately and in a timely manner. Schedule routine & follow up appts. Review referral information for accurate completion, and forward as appropriate. Evaluate medical appt needs of members by utilizing the scheduling protocol to schedule appt (same day or future). Take messages and route to appropriate clinic staff members. Inform Nursing staff of patients arriving late for scheduled appts utilizing designated protocols. Update member address and telephone number information on computer system on a consistent basis. Inform members of the relevant co-payments and fees that will be due at the time of service. Assist members with special needs as necessary with scheduling appts, etc. Education
High School Diploma
Madison East High School - Madison, WI
August 1983 to June 1987
Skills
• Typing
• Excel
• Microsoft excel
• Microsoft outlook
• Outlook
• Microsoft word
• Word
• Windows xp
• Call Center
• Customer Care
• Customer Service
• Workers' Compensation
Additional Information
COMPUTER SKILLS
Typing Skills: 60+ WPM
Programs Used: Windows XP/95/98/ME, ELIPS, Clarify, E-Gain, AmFam SYSM, MyTime payroll, ADP, Ford Dealership Software, CompuServe, Dollar Financial Group Proprietary Financial Mgmt Software, Microsoft Outlook, Microsoft Word, Microsoft Works, Microsoft PowerPoint, Microsoft Access, Microsoft Excel, Citrix, One-Site, MPW, FHA, Spectrum, Wi-CarH
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