Customer Service Medical

Danyell K Scurry

904-***-****

**** ******** ******

Jacksonville FL, 32254

Summary of Qualifications

. 13 Years of Customer Service/ Document Management experience

. Analytical Thinker

. Excellent interpersonal, communication, and analytical skills

. Strong PC Skills

Spherion Staffing (ING) October 2009-

Present

Health & Welfare CSR Rep

. Enroll participants into their Medical, dental and vision plans amongst

other company offered benefits

. Mail confirmation letters to all participants to verify their enrollment

elections.

. Consistently reviewing policy and procedure as well as Benefits guide to

provide knowledgeable answers to all participants

. Explain how all healthcare benefits functions including deductibles co-

pays and co-insurances

. Open request and follow up to allow for a return call to participants

with resolution to any issues unresolved during initial contact.

EMSI- Records Management June 2008 to June 2009

Document Manager/ Case Worker

. Retrieved, reviewed and stored medical records

. Made initial contact with medical facilities and doctors office to

request records

. Processed payment by method of FedEx checks or corporate credit cards

. Reviewed medical records to ensure copies were legible and verify doctor

signature

. Provided original records to processors for Scanning and imaging of

records

. Filed original medical records by date received or date case closed

Bank of America June 2005 to June 2008

Customer Service Representative/ Dealer Financial Services

. Assisted customers with multiple aspects of their indirect loans

. Educated potential and existing customers of bank products and services

. Incorporated 360 Degree coaching into daily routine with peers and

managers

. Continuously reviewed policies and procedures to ensure accuracy

. Handled complex customer calls by utilizing advanced problem solving

skills

. Chosen member of the A.I.M Team (Associates in Motion)

. Solicit associate feedback, collected and implemented associates

suggestions

. Assisted leadership team in promoting local and national initiations

. Posse's excellent writing, verbal, interpersonal and organizational

skills

. Routed, Maintained and tracked outstanding service request and provided

thorough

follow up

. Experience in Boss, LINX, C-3, Lean Screen, Vector System, Outlook and

Windows

. Responsible for servicing Indirect Loan Accounts for automobiles, marine

vessels and recreational vehicles

Convergys Corporation August 2001 to March 2005

Office Depot Employee Care/ Leave of Absence Processor

. Helped to develop best practices for recording and saving intermittent

hours

. Printed, faxed and mailed leave of absence documents to Office Depot

current employees out on medical, short term and pregnancy leaves

of absence

. Conducted out going calls and accepted incoming calls from employees

with questions regarding their leave of absence

. Recorded and updated employees status from active duty to leave of

absence

. Created files for individual employees containing all of their leave

documents which included medical certifications from doctors, FMLA showing

approval and duration of leave time

. Verified medical certification forms to ensure that signatures matched

doctor's signature from previous certification to another

. Contacted doctors to verify dates and diagnosis that were recorded on

medical certification letters

. Maintained accuracy Ratings between 94% to 100% on quality of calls as

well as error ratings on all data entry

. Experienced in Right fax, Peoplsoft applications copier and fax machine.

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