Customer Service Medical

Audrey Reese

P.O. Box ***

Newark, NJ *****

Home 973-***-****

Cellular 973-***-****

******.*******@*****.***

SUMMARY

Customer service and Call Center professional offering 15 years of diversified experience.

Excellent communication and problem-solving skills. Dedicated to achieving customer

satisfaction as well as meeting or surpassing company expectations. Able to focus on projects,

develope strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and

associates based on knowledge, professionalism, and integrity.

Over 15 years experience in customer service, processing claims, data entry, collections, tpa,

follow up, denials, cash handling, procurement and negotiation of contracts. Professional

manager with a strong work ethic and attention to detail. Strong leadership, problem solving and

communication skills.

Customer service professional with 12 years experience interacting with the public. Highly

qualified in service-based, investigation positions requiring an emphasis on customer satisfaction

in a fast-paced environment. Strong team player and leader. A proven and verifiable record for

utilizing strong technical and interpersonal skills to enhance organizational efficiency and

profitability. Committed to quality performance with an ability to learn new procedures quickly.

Customer Service Representative 7/2009 - Present

A1-Tech/Aurora Bank, Jersey City, New Jersey

Responsible for assisting customers in a call center environment with their cd, money market,

savings and checking accounts, answer multi line phones, calculate interest and apy rates,

explain policy of products and assist customers with other questions and concerns. Transfer

customers to appropiate areas with mortgages, foreclosures, etc.

Customer Service 12/2008 - 6/2009

Office Team, Newark, New Jersey

Responsible for assisting customers with their accounts, in a call center environment collect

payments, applied payments and complete adjustments to the customers accounts, advised

customers of expiration dates and researched erroneous accounts, also collect on past due

accounts.

Call Center Representative - 6/2007 to 3/2008

Kelly Services/GlaxoSmithKline, Parsippany, New Jersey

Responsible for viewing the customers accounts, in a call center environment making

adjustments, printing invoices, investigate complaints, applying credits, attending conference

calls, collecting on accounts 60-90 days past due, generated credit memos, checked ada numbers,

reviewed and released web orders, explained contract language, completed tax exempt forms,

released supply holds, resolved disputes.

Clinical Service Representative - 6/2004 to 4/2007

UMDNJ/Newark New Jersey

Responsible for requesting patients charts, collect payments, in a call center environment process

claims, registered patients, scheduled or for surgeries, scheduled patients for pat's, medical

records, verify and explain benefits, negotiated fee's, investigation, enter patients payments

online, screen new patients for charity care, collect documents to support applications and select

the appropiate fee schedules, scheduled pickups&drop-offs of patients, signoff on drop-offs,

enter information online in demographics, request xrays and medical records, enter students

financial payments online, distribute refund checks, prepare and distribute payroll checks,

complete and private and medicaid billing, entered various deposits into an online system, collect

on accounts 30, 60 & 90 days old, completed change orders, Prepared the bank at the end of the

day, debits, credits, answered multi line phone system, scheduled geriatric appts, closed charts,

complete follow ups, apply adjustments to accounts, etc. Responsible for assisting students with

their payments, write off's, issued refund checks, informed students of start dates of classes,

filing appropiate information, correcting information, etc.

Medical Registrar - 10/2003 to 5/2004

United Staffing/Newark Beth Israel, Newark, New Jersey

Responsible for scheduling and cancelling patients appointments, verify and explain benefits,

scheduled pickups & signed off on drop-offs of patients, collect on past due accounts, medical

records, verified insurance, registered patients for office visits, screened financials, scheduled

patients for pre admission testing and or surgery, entered codes and closed out charts. Followed

up on messages, retrieved insurance information, collect copays, process claims, updated patients

information and the enrollment of health&welfare,explained benefits, also worled with geriatric

patients, negotiated fee's, making appts & closing charts, apply adjustments, etc

Implementation Manager - 11/1998 to 9/2003

Alert Staffing / AT&T, Piscataway, New Jersey

Responsible for the migrating of customers to AT&T's infrastructure, in a call center

environment, viewed the sales order forms for accuracy to complete the lifecycle, ordered

equipment online to implement the cutover process, viewed and collect on accounts 60 & 90

days past due, make adjustments to accounts, etc.

Provider Relations Representative - 7/1994 to 10/1998

The American Preferred Provider Plan, Newark, New JerseyRecruited providers for the managed

care product, retrieved providers credentials when needed, process claims, medical records,

investigation; verified members coverage to prevent fraudulent activity, verify and explain

benefits, liaison between the claims department and providers, enrollment of

health&welfare,cleaned erroneous claims, billing, negotiate fees with out of network providers,

performed site visits, responsible for the credentialing of physicians and hospitals, collect on

accounts 30, 60 & 90 days past due, etc.

Operations Supervisor - 6/1970 to 6/1994

Blue Cross Blue Shield of NJ, Newark, New Jersey

Managed a staff of 15 subordinates, responsible for training the staff on all automated

procedures. Worked closely with outside vendors and tested products for quality. Completed

purchase orders for equipment and stock. Validated employees vacation, personal days and

conducted yearly appraisals and completed timesheets. Worked in National Accounts with

NASCO, Held several positions by achieving promotions.

EDUCATION

Diploma, Medical Office Technology - 9/2001 - 9/2003

Drakes College of Business, Elizabeth, New Jersey

GPA: 3.25. Completed the Medical Office Technology course, in which I had to complete several

aspects

of the program. Typing 40 wpm, medical billing, ekg, phlebotomy and computers

Certificate, Management Development - 5/1990 - 4/1992

Blue Cross Blue Shield of NJ, Newark, New Jersey

This course consisted of several management tools, time wasting, creative writing, stress

management,

how to deal with difficult people and a host of other classes. I received the Core Certificate at the

end

of the course.

SKILLS

* billing, call center, payments, collections, nasco, national accounts, negotiation of fee's,

schedule or for pt and surgeon, pat's, accounts payable, emr, pcn, call center, emdeon, trainer,

investigation, dme, charity care, pat's, general ledger, capitation, processing claims, hcfa 1500,

eob’s, cob’s, credit memos, clerical duties, write off's, customer service, denials, vendors, cash

/adjustments, managed care, credentialing, collector, data entry, medical registrar, purchase

orders, health & welfare, insurance verification, charity care, authorizations, cashier, claims

examiner, scheduling appointments, rumba, medical office technology, orientations, fax, filing,

site visits, medical records, order processing, web orders, back & front office operations,

medicaid billing, private billing, medicare a,b,d,typing 40 wpm, pta's, guest services, lan, wan,

sap, oracle, ordering supplies, win 95,97,xp, outlook, netscape, txen, lotusnotes,written

correspondence,provider,maintenance,enrollment,capitation fee's, sametime, salesforce, dcs,

banner, dashboard, scanning, as400, sap, racf, novell, appeals, bed board, amac, tpa,

grievances,ace, rumba, fee schedules, word, excel, ppo, pos, ivr, referrals, oracle, access, envoy,

fraud prevention, credit checks, cisco,oracle, etc

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