Customer Service Manager
Resume:
Tonya M. Bailey
Louisville, KY 40220
abkdbv@r.postjobfree.com
Profile
Solid background in financial analysis and marketing, with strong emphasis
in account management. Consistently exceeded goals and customer service
expectations. Experienced in handling international/regional territorial
accounts that resulted in a consortium of operations. Skilled in
developing and implementing standardized policies and procedures.
Experienced Skill Set
Microsoft Office Applications, Microsoft Works, Microsoft Outlook, Lotus
Notes, Excel, CIS and AMOS(web based software), NG, Siebel, Intelec,
Genesys, Badger, CAS, Metavance, ADP, CobraEas, IssueView, Customer
Service, Problem Solving, Implementation, Quick Learner, Trainability,
Organization Skills, Medical Terminology
Education
B.S. Merchandising/Marketing
Graduated Magna Cum Laude
University of Kentucky Lexington, KY
May 2000
Career History
United Healthcare Louisville, KY
Aug 2009 - Present
Customer Care Professional
Respond to all phone inquiries relating to COBRA, explanation of benefits,
benefit coordination, and claims inquiries
Reach out by phone or correspondence to customers or the Center for
Medicare and Medicaid Services to gather information and provide updates
Generate billing statements; process adjustments and changes of information
as well as verify customer information
RxCrossroads Louisville,
KY Mar 2007-June 2009
Reimbursement Specialist/Funding Research Group/Trainer
Provided customer service to patients, providers, pharmaceutical company
representatives and healthcare companies for specialty drugs and tests with
reimbursement and billing issues for Avonex/Tysabri.
Enrolled patients in drug reimbursement and patient assistance programs and
serves as patient advocate in securing reimbursement for drug therapies.
Coordinated, researched, and analyzed drug shipments and patient training
between patients, physicians offices and specialty pharmacies.
Worked with healthcare insurance companies, physician, lab billing offices,
and home infusion companies.
Knowledge of HCPCS, CPT, and ICD-9 coding..
Provided patient liaison with medical record translation and enrollment
into drug therapy trials
HCA Louisville,
KY Jun 2006-Mar 2007
Collections Specialist/Service Unit Lead
Developed and implemented policies and procedures over financial
transactions, resulting in standardized reports
Coordinated relationships with other finance departments at HCA, which
helped standardize procedures across all operating groups
Sprint/Nextel Inc. Louisville,
KY Dec 2002- Dec 2005
Senior Business Solutions Specialist
Exceed sales goals each year, including 150% of goal for 2005
Manage five-member account team to serve large business customers
Consistently earn highest rating in customer service quality surveys
Responded to complex customers requests, resulting in increased sales and
customer satisfaction
Lowes Louisville,
KY May 2001- Nov
2002
Assistant Store Manager
Assisted Operations Manager with execution of daily production plans that
meet or exceed customer service level expectations while achieving maximum
operation efficiency
Assisted and implemented short and long-range staffing plans based on
productivity objectives and forecasted volume requirements
Trained, developed and retained a dynamic shift management team
In conjunction with HR, implemented and measured effectiveness of new
employee training programs
Ensured all safety policies and procedures are implemented and observed,
and that equipment and work areas are neat, clean and well organized
References available upon request
Contact this candidate