Customer Service Management

Liana V. Addison

**** ***** *****

Indian Trail, NC 28079

Cell-704-***-****

Email: ************@*****.***

SUMMARY OF QUALIFICATIONS:

. Substantial experience and outstanding skills in customer service with

over 26 years in healthcare, which includes over 13 years of

supervisory experience and 5 years of management experience.

. Accustomed to working in fast-paced environments with the ability to

think quickly and successfully handle difficult clients.

. Proficient in Microsoft applications.

. Excellent interpersonal skills, ability to work well with others, in

both supervisory and support staff roles.

. Bilingual in Spanish

EXPERIENCE:

Carolinas HealthCare System, Charlotte, NC

2000 - Present, Patient Registration Supervisor,

. Provide leadership in Patient Registration areas and general practice

operations, including data entry and scheduling.

. Maintain accurate departmental personnel records on staff, including

counseling sessions, education records and all other required elements.

. Schedule meetings and conferences, including preparation of agendas and

presentations

. Assist director in coordinating and implementing area operations

. Collects, review and analyze data for all ACD calls, reports for practice

and system management team.

. Develop training tools, conduct trainings and evaluate competencies as

needed.

. Customer service and management of customer complaints.

. Collect, review and analyze data thru STAR, IDX, and Symposium call

system

. Manage patient eligibility in the sliding scale program

Providence Family Practice, Charlotte, NC

1998-1999, Office Coordinator

. Front desk duties to include: registration, referrals, co-pay collection

and insurance verification.

. Coding and collections

. Development of internal corrective action plans.

. Charge duties in absence of practice manager or medical provider

. Translator for Hispanic speaking patients

HONORS/AWARDS:

Service Excellence Team, 2005-2006, Carolina Medical Ambulatory Care, Keip

Award, 2011

CERTIFICATIONS:

Medical Coding, Medical Reimbursement Specialist, Business Writing,

Transition Management, Advance Excel XP, Five Levels of Leadership, Grant

Writing

EDUCATION:

Colorado Technical University, Bachelor of Science in Business Management,

2011

M.S., Capella University (Currently enrolled)

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