Customer Service Quality Assurance

MELROSA T. Tupua

***** **** ** *. ******, WA.

(M)abhbs8@r.postjobfree.com

206-***-****

objective

To obtain a position for customer service where I can maximize my

management skills, quality assurance, program development, and training

experience.

SUMMARY OF QUALIFICATIONS

* Ability to manage staff of 16+

* Knowledge and understanding of HIPPA guidelines and regulations

* Recognize ICD-9 and CPT medical coding

* Experience with medical insurance i.e.: Medicare, Medical, HMO,

PPO, EPO

* Ambitious to research and resolve customer complaints

* Efficient with Microsoft Word, Excel, Office, Power Point

* Aptitude to work well under pressure and multi-task job duties

* Excellent skills in verbal and written communication

education

Cleveland High School - Graduate

09/1994 - 06/1995 Seattle, WA.

Business Computer Training Institute (BCTI)

11/1996 - 6/1997 Tukwila, WA

Work of experience

Health Point Renton, WA

Call Center Scheduler

7/2010 - Current

. Ensure efficient telephonic patient scheduling

. Manage initial and follow up patient appointments with proper provider

time and appropriate care for patients

. Perform data entry including: appointment confirmation, pre-

registration, and updating patient information

. Screening and directing incoming calls to appropriate staff and

scheduling interpreters

. Maintain effective communication with back staff and providers in all

of the health centers as needed

Affiliated Computer Service Kent, WA.

Customer Service Representative - Lead

02/2006 - 11/2008

. Answer high volume incoming phone calls

. Researching and resolving patient's accounts

. Maintaining accurate patient information and insurance data

. Complete patient's billing to necessary insurance companies

. Train and educate new hires

. Maintaining my daily required production

. Generating revenue for Affiliated Computer Service

Wine Country Gift Baskets Fullerton, CA.

Call Center - Supervisor

08/2005 - 01/2006

. Order processing

. Data entry

. Supervised a team of 16+

. Create staff work schedules including breaks and time request off

. Organize and lead staff meetings

. Communicating with supervisors of necessary statistics

REFERENCES

* James Gonzales - Professional (Manager)

Menzies Aviation, SeaTac, WA. 206-***-****

* Amphone Rasasombath - Personal (friend)

Physical Therapist - Aid, West Seattle, WA. 206-***-****

* Marlene Semo - Personal (friend)

Program Director, West Seattle, WA. 206-***-****

Contact this candidate