Customer Service Health Care

Nellie J Payne

**** ****** ****, ***********, ** 32303

Home 850-***-****, ****@*****.***

Summary

Customer service professional with 46 years’ experience interacting with the public. Highly qualified in service-based, hospitality positions requiring an emphasis on customer satisfaction in a fast-paced environment. Strong team player and leader. A proven and verifiable record for utilizing strong technical and interpersonal skills to enhance organizational efficiency and profitability. Committed to quality performance with an ability to learn new procedures quickly.

Experience

H&R Block, Tallahassee, Florida 32301 12/2016 to 04/2017

Client Services Receptionist

Greet Clients in a personalized, friendly and inviting manner

Verify if they have an appointments or if they are a walk in.

Prepare required Tax Forms and notify Preparer of their present

Schedule appointments and complete follow-up reminder of that appointments

Maintained organization and cleanliness of the office

Verify acceptance of Tax Return and maintain Filing System

Processed payments.

Xerox/Lancesoft, Tallahassee, Florida 32303 01/2016 to 5/2016

Transaction Processor

Government Temp position processing bills for Black Lung and Energy patients.

Review all Claims that have been submitted for payments.

Research bills to insure that the correct Billing Codes were enter,

Processed all payments for Providers with correct Medical Codes or reject and notify that incorrect billing codes were entered.

H&R Block, Tallahassee, Florida 32301 11/2015 to 02/2016

Client Services Receptionist

Greet Clients, verify if they had an appointments or if they are a walk in.

Prepare required Tax Forms and notify Preparer of their present

Schedule appointments and complete follow-up reminder of that appointment.

Maintained organization and cleanliness of the office

AHS, Tallahassee, Florida 32303 2014 to 2015

Call Center Supervisor

Goal-oriented dedicated to high levels of customer satisfaction and meeting aggressive business goals, with specialized knowledge in customer service.

Monitor and provided ongoing training and reviews of Florida Medicaid Health Care Policies. Monitor Choice Counselors to insure quality service was given.

Completed daily, monthly and quarterly reviews of Choice Counselors work performance. Handled Customers complaints

Used the ADP Payroll system, tracked Agents daily and weekly payroll.

FSU Health and Physical Ed, Tallahassee, Florida 32306 2008 to 2013

Research Data Collector

Planned and conducted Health Testing on Elementary Schools children, from Kindergarten to 5th grade children. The testing was conducted among Leon County Schools. This research was a study to evaluate their physical abilities to perform a wide variety of activities. Testing data included tracking their BMI, Flexibility and Weight Management and Obesity rate.

The data from the research was used to analyze and predict outcomes of statistical need of children from Kindergarten to to5th grade. The research was conducted for five year period proving need for continued physical activities among school children.

Reason for leaving, Five (5) year Grant ended.

ACS, Tallahassee, Florida 32301 2003 to 2008

Customer Service Supervisor Medicaid Option

Hired and managed, Customer Service Representatives.

Handled and researched Medicaid health complaints.

Monitor and provided ongoing training and reviews of Florida Medicaid Health Care Policies. Completed quarterly and annual reviews of CSR work performance.

Handled Customers complaints.

Interactive with the Agency For Health Care Administration providing research and complaint solutions.

ACS/CONCERA, Tallahassee, Florida 2000 to 2003

Medicaid Option Call Center Counselor

Handled inbound calls for Medicaid Recipient

Identified their eligibility for health care coverage

Explained the different Health Care Providers available under Medicaid

Completed enrollments for Health Care Provider Plans

Daily monitoring performed to insure quality service was being provided

Reason for leaving: ACS lost the Medicaid Options Contract.

Sprint Telephone Company, Tallahassee, Florida 1993 to 1999

Manager Operators Services

Constantly examine administrative effectiveness and efficiency.

Clearly established administrative rules, regulations and policies.

Developed procedure to improve departmental performance.

Provided ways to improve administrative support services

Establish effective system for record retention.

Analyzing and adjusting work procedures for maximum efficiency

Reason for leaving: Operator Services were relocated to Winter Park Florida. I took Retirement.

Central Telephone Co, Tallahassee, Florida 1983 to 1987

Staff Coordinator

Monitor the required scheduling of staff to provided quality to customer service.

Interacted with the Public Service Commission.

Mediated solutions for delinquent accounts

Monitor services provided by Repair service/Repairman, Plant Operation and Business Office.

Acted as a Mediator for Company and the Public Service Commission.

Dr. Wilbur Campbell, Dental Office, Tallahassee, Florida 1962 to 1964

Dental Assistant/Receptionist

Scheduled requested Dental appointments.

Check Patients in and prepare them for their dental procedure.

Collect and bill for services provided.

Placed calls to clients, to remind them of their appointment.

Reason for leaving: Full time student at FAMU.

Professional Coursework

Lincoln High Vocational

Dental Assistant

Certificate/Award

Certificate of Excellence In Professional Leadership

SOFTWARE / SYSTEM SKILLS

Microsoft Office, Microsoft Publisher, CMS (Avaya), ADP (Payroll System)and Kronos

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