Customer Service Representative

YOLONDA N ATKINSON

***** ********** *** 904-***-****

Jacksonville, Florida 32226 *********@***.***

KEY STRENGTHS

* Allscripts * QuickBooks

* IDX * Fidelity

* Microsoft Office Products * Medical Terminology

CERTIFICATIONS

BCLS

Certified Nursing Assistant

SELECTED ACCOMPLISHMENTS

Medical

• Facilitate problem resolution via telephone in a timely and courteous manner.

• Perform registration interviews with direct data entry to facilitate full registration for all new

patient appointments

• Provide patients verbally and through confirmation letter, notification of all appointments to

include location and provider

• Verify insurance and benefits eligibility

• Perform specialty triage intake and scheduling protocols for multiple providers

• Arrange for special services, i.e. interpreters for both the hearing impaired as well as those with

language barriers, wheel chairs and other special transportation needs.

Accounting

Maintained and reviewed accounting records for accuracy.

Performed soft collection activities as needed through verbal and written contact.

Recorded receipt and deposit payments made for corporate accounts.

Served as secondary auditor for all bank deposits

Processed chargeback’s from Financial Institutions and Banks

Issued appropriate cash and account credit to accounts.

Ensured disbursement procedures from prior departments where in compliance with company

guidelines.

Customer Service

• Handled over 100 calls daily in a fast-paced environment, providing detailed account

information regarding billing errors, payment issues, disputes, financial adjustments, and internet

questions which were handled in accordance to company policies and procedures.

• Exceeded all company standard goals including sales, handle time, quality and attendance.

• Facilitated all account needs for 353 corporate accounts

Administrative Support

• Appointed as Senior Specialist for the Research Department ensuring all facets of departmental

process were completed accurately and in a timely manner. .

• Specifically appointed and trained for a customer satisfaction guarantee team tasked with

handling company lawsuit related inquires.

Research

Analyze production activity to identify areas of improvement.

Audit mortgage loans for disbursement accuracy.

Conduct research needed to validate the accuracy of property parcel information, tax payment

delinquencies and overpayments.

Verbal and written contact with taxing authorities, data entry in lender and tax systems and

managing pending research items for continued follow up until completion.

Researched accounts for evidence of fraudulent activities.

Human Resources

Spearheaded Internship program for corporate extension office.

Interviewed selected candidates for induction to internship program.

Created exit exams to ensure time spent in internship program was successful.

Developed training modules approved for domestic and international training.

PROFESSIONAL EXPERIENCE

University of Florida Healthcare Inc.

Customer Service Representative Present

Lender Processing Services; Jacksonville, Florida 2006-2008

Senior Research Specialist

2002-2006

America Online; Jacksonville, Florida

Corporate Accounts Manager

Corporate Accounts Receivable Specialist

Fraud Research/Customer Service Representative

EDUCATION & PROFESSIONAL TRAINING

Bachelor of Science; Business Administration

Jones College, Jacksonville, Florida

August 2005

Associate Degree; Nursing

Florida State College of Jacksonville

Jacksonville. Florida

Currently Attending

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