Customer Service Manager

Katherine D Thompson

**** ***** ****** **** *** C Augusta, GA 30909

706-***-**** abkdr8@r.postjobfree.com

Objective

I aspire to a long term career in a challenging environment where I can put

my various office skills as well as my outstanding customer service skills

to work, while facing new challenges daily, and ultimately becoming

essential to my company's successes. I am that person at the front desk

who will put a smile on the customer's face every day.

Summary of Qualifications

Five years retail store management, four years medical office experience.

Skilled at customer service as well as front office skills, and computer

savvy. HR and AP/AR experience. Supervised and led a team of five or more

employees at one time. Capable of keeping an entire waiting room full of

customers satisfied and prioritized.

Skills

70 WPM, 10-Key, Word Processing, Microsoft, Peachtree, Ubuntu. Payroll,

Accounts Receivable, Accounts Payable, General Ledger.

ICD-9 Coding, HIPAA, Fax, Copy, Filing, Customer Service-10 years. HR, New

Hire Training.

Phlebotomy, Lab Work, Vital Signs, Health History & Physical.

06/2010 -Present Front Desk Receptionist Serco-NA Fort

Gordon, GA

Answer appointment line, direct calls, set appointments. Prepare customer

for their appointment by explaining exactly which documents they will need

to bring to their appointment.

Greet customers, screen each appointment as well as all walk-ins. Decide

upon appointment priority and verify documentation presented by customer.

In and Out Process soldiers, verify paperwork and Orders.

Keep track of customer flow and wait times, as well as notifying supervisor

of long wait times and size of waiting room crowd.

Fax, Copy, File, research government regulations.

Make sure that all appointments and priority walk-ins are taken in the

proper order.

1/2007-3/2010 Collections Specialist II American Red Cross Mountain

Home, AR

Perform all duties and responsibilities in compliance with standard

operating procedures, Safety Quality Identity Potency Purity (SQUIPP),

regulations outlined in the Code of Federal Regulations (CFR), OSHA, and

other applicable Federal, state and local regulations.

Supervise staff including training, evaluation, and discipline to ensure a

well-qualified team and enhance operational success.

Supervise staff to ensure appropriate donor care and the collection of safe

blood units. Perform clerical administrative functions to provide

documentation and ensure donor/recipient safety and to monitor staff

competency.

Ensure extraordinary customer service to promote positive, professional

image of the American Red Cross Blood Services at all times.

Perform all technical phases of collection procedures to ensure

product/donor safety and compliance.

1/2006-6/2006 Medical Office Assistant Flippin Family Practice Flippin,

AR

Greet patients, answer multi-line phone, schedule patient appointments,

provide customer service to waiting patients, schedule patient referrals to

other physicians.

Collect payments, send monthly billing statements, communicate between the

patients and physician as well as insurance providers and pharmacies as

needed.

Fax, Copy and File charts as needed. Schedule patients for return

appointments.

6/2006-10/2006 Medical Office Assistant Tucker Family Medicine Bull

Shoals, AR

Greet patients, answer multi-line phone, schedule patient appointments,

provide customer service to waiting patients, schedule patient referrals to

other physicians.

Collect payments from patients, adhere to HIPAA guidelines, communicate

between patient and physicians as well as insurance providers and

pharmacies as needed.

Take patient vital signs and health history and physical prior to patient

seeing the physician.

Direct the physician to exam rooms, maintaining the flow of patients for

the physician, anticipating her needs and allowing her to focus on the

patient.

Assist the physician in exam rooms during patient exams, procedures and

minor surgeries.

Draw blood for blood work, collecting accurate samples for testing.

Billing and ICD-9 coding to ensure that each procedure and office visit are

correctly managed and to see that the patient is not properly charged.

4/2000 - 10/2004 Store Manager Yellville Quick Stop Yellville, AR

Hire, train and manage all retail store employees.

Handle large amounts of cash, daily banking, Accounts Receivable, Accounts

Payable, Weekly Payroll, Inventory, Purchasing.

Restructured deli menu to increase lunch sales over 50%, including

developing of new menu items as well as daily lunch specials.

Maintain convenience store, laundromat and car wash functionality on a

daily basis, including small repairs and necessary maintenance.

Maintain a superior level of customer service for a mostly repeat customer

based business in a very close knit community.

Education

Flippin High School, Flippin, AR

Diploma, Art Club President, FBLA, Rotary Interact

Katherine Thompson abkdr8@r.postjobfree.com 706-***-****

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