Customer Service Quality Assurance
Resume:
Regina D Johnston
Union City, GA 30291
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PROFILE: Dependable results oriented professional, with experience in customer service management and
quality assurance. Key strengths are, identifying problems, and working effectively in a team environment, as
well as alone, to meet and exceed specifications to ensure the highest levels of customer satisfaction and
retention.
EDUCATION
Everest Institute Jonesboro, GA Medical
Insurance Billing and Coding 2010
SKILLS
• CPT, ICD-9, DRGs, HCPCS Coding Claims Processing/EOB
• Medical Terminology Microsoft Office Suite
• Filing Patient Record Knowledge of Managed Care Plans
• Knowledge of Insurance Programs Bank Balance/Reconciliation
• Medicaid/Medicare UB-92,UB-04, CMS 1500 Patient Billing
• CollaborateMD MediSoft
EXPERIENCE
DaVita Dialysis East Point, GA
Externship 2010
• Front desk management, payroll, and inventory reconciliation.
• Processed daily patient treatment sheets and laboratory requisitions.
• Patient registrations and records management.
• Distribution of patient pharmaceuticals.
Westminster Ceramics Stone Mountain, GA
Order Processer Supervisor/ Customer Service Representative 2002-/2008
Maintained productivity standards for direct charges.
Analyzed escalations to identify trends, needs and possible causes.
Interviewed and conducted new hire training.
• Quality Control Management.
• CSR support and feedback.
• Accustom to handling high volume customer service calls.
• Requisition verification from invoices, and preparation of Rma’s for returned goods.
S&H Green Points/Sykes Norcross, GA
Team Lead 2000-2002
Lead CCR team in delivery of world class customer service.
Monitored client contacts and CCR’s performance resulting in timely completion of work.
Performed quality assurance assessments.
Communicated procedural, policy, and training issues to management.
Provided CCR assistance and feedback.
CERTIFICATIONS AND HONORS
• HIPAA Certification Everest Institute 2010
• OSHA Certification Everest Institute 2010
• Presidents List Academic Honors Everest Institute
2010
• Perfect Attendance Everest Institute 2010
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