Customer Service Quality Assurance

Oreatha King

Integrity and Results Driven

Email:******@*****.***

Cell 248-***-****

Career Objectives:

To utilize my multi task and customer service skills to enhance the corporations' goals and objectives.

To consistently deliver quality work ethics demonstrated through discipline and the desire to succeed. To consistently provide my leadership abilities of professionalism, discretion, confidentially, flexibility,

follow-up and meeting deadlines. To achieve the bottom line in customer service and satisfaction.

Relevant Skills:

Ownership and accountability for actions/performance

Excellent analytical and problem solving skills

Excellent oral and written communication skills

Excellent listening skills

Work independently and within a team environment

Strong interpersonal skills, professional demeanor

High level of retention ability to learn and implement new ideas and concepts with limited supervision

Effective people skills in diverse environment

Demonstrated ability to accomplish time-frame requirements

Pleasant/ friendly yet professional telephone personality

Highly organized/neat, extreme attention to details, excellent work ethic

Negotiation skills

Lotus notes, internet,computer skills

Management of work flow queue

Knowledge of CPT and ICD Codes

Familiarity with medical terminology

Account Receivables Experience

Manipulate web-based applications and other office applications

Education:

Bachelors Degree in Social Work University of Detroit

Masters Degree in Public Administration University of Michigan

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Oreatha King

Work Experience:

Accretive Health (Medical Financial Solutions) From 9/10/2007 to 10/28/2011

Job Title: Patient Financial Counselor/Collections

Under general supervision and following established policies and procedures as dictated by HIPAA and FDCPA function as a third-party collector for a consortium of hospital account receivables

Responsible for making and receiving a high volume of outbound and inbound calls to collect outstanding debt while adhering to established metrics

Navigate various computer systems and spreadsheets

Maintain files, records and note journals providing documentation of collection activities for delinquent accounts

Handle sensitive information with complete confidentiality

Act as a problem solver and focus on being effective, organized, flexible and self-directed while demonstrating a sense of urgency

Collection of outstanding debt on pass due account by setting up payment arrangements and settle for less negotiations on large delinquent balances, to achieve zero debt balance and close accounts

Refer accounts to skip trace to locate debtors

Enter daily deposits into systems and corresponding spreadsheets

Multi task and prioritize responsibilities

Audit and monitor status of collection activity

Knowledge of polices and provisions and answering questions and concerns from debtors

Exhibit upbeat but firm and take charge professional personality

Exhibit maturity and work effectively as a team player and independently

Achieve and Exceed collection quotas

Attend meeting and adapt to changes as dedicated by management

Uptown Eatery From 8/01/2006 to 9/06/2007

Job Title: Front Line Hostess/Receptionist

Personify excellent representation of the company

Greet and seat customers with warm and friendly personality

Answer multi line phone promptly and professionally

Schedule customers reservations and take messages

Answer inquiries from internal and external customers

Maintain banquet and dinner theater schedule logs

Maintain server rotation schedule logs

Provide excellent communication skills written and oral

Provide the public with friendly, pleasant and knowledgeable customer service

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Oreatha King

Comfortcare Senior Services from 9/01/2005 to 7/30/2006

Job Title: Companion/Caregiver

Demonstrate a love for the senior community

Provide a compassionate and upbeat attitude

Strong commitment to reliability and ethical behavior

Caring companionship and conversation

Errands, meal preparation, light housekeeping, laundry

Personal care bathing, dressing and grooming

Walking and transferring assistance

Assisting seniors to retain a degree of independence at home or assisted living facility

Metropolitan Life Insurance Company From 06/25/1979 to 12/31/2004

Job Title: Disability Claims Specialist /Group Disability Claims for General Motors

Maintain ongoing communication with GM, Delphi, Saturn and Union Representatives, the Law Department and Medical Community

Facilitate the denied disability claim appeal review process by observing all aspects of the ERISA Law.

Serve as liaison between the review unit and the claims operation unit

Provide clinical and claim expertise on appealed claims

Determine monetary liability and duration of payment liability

Compute and direct recovery of overpayments communicating with the financial unit

Maintain a quality assurance to support the Total Performance Management initiative and the consistent delivery of quality claims service

Prepared litigated cases for Law Department review

Prepare appropriate written communication to client and claims operations, summarizing the appeal review determination in a clear, concise and detailed manner

Familiarity with ICD-9 and CPT codes

Thoroughly document, seek and incorporate client feedback for continuous improvement into

lotus notes tracking system

Data Entry/Computer skills

References :

Submitted upon request

Contact this candidate