Customer Service Microsoft Office

Patrice C. Smith

■ Cell: 312-***-**** ■ Email: ****************@*****.***

SUMMARY

Highly motivated and focused college student that is interested in learning new skills and adding immediate value to a company. Eager to leverage professional experiences to continue to deliver outstanding customer service with strong client relationships and better results. Determined to work through challenges and follow processes and procedures to create solutions that best serve the company’s objectives.

AREAS OF EXPERTISE

Team Player

Organization

Critical Thinking

Microsoft Office

Time Management

Community/Customer Service

Administrative Support

EDUCATION

University of Phoenix

Major: Business Administration

Degree expected 01/2019

CERTIFICATIONS

Certified Medical Assistant (CMA Certification)

Certified Nursing Assistant (CNA Certification)

PROFESSIONAL EXPERIENCE

TMG Health Corp. Bourbonnais, Illinois

HealthCare Coordinator 07/2017-Present

Follow extensive procedures to conduct detailed benefit research and verification of insurance eligibility. Researched(myprime) and Consulted with pharmacists on about Rx prescriptions for specialty medication daily for day supply, quantity and dosage.

Educate member on their benefits based upon individual plan design and other clinical or non-clinical resources available. Provide member with names and phone numbers of nearest providers.

Multi-task by maneuvering through various computer programs and screens using independent problem-solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution

Initiate contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.

Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.

Document according to procedure. Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention and making return contact as warranted

Shapiro Development Center Kankakee, Illinois

Mental Health Technician 12/2016-07/2017

Documented and observed resident behaviors while helping determine effective client care methods

Worked alongside licensed staff to implement and revise individual patient treatment plans and goals. Engage in counseling and support to a diverse group of clients with DSM-5 diagnoses. Initiate 1:1 weekly Life Space Interviews

Planned and implemented resident social activities on and off facility grounds. Monitored and ensured safety of clients at high risk for harmful behavior to self or others. Maintain patient observation and set boundaries on inappropriate behavior.

Provided administrative support and assisted in admissions and orientation of patients to units. Trained & supported junior staff members for optimal outcomes with students.

American Dental Association Chicago, Illinois

Test Administrative Associate 05/2016 – 12/2016

Facilitated and processed applications and scores/results, reports, and requests for the Department of Testing Services testing programs (high stakes admission and licensure testing).

Provided responses and counsel to examinees/candidates in registering for, retrieving, or updating DENTPIN/PIN information.

Delivered responses and counsel to candidates via phone calls, emails, live chat, and faxes. Interprets examination rules, regulations, and policies, and collects corresponding information to counsel examinees/candidates regarding examination applications, regulations, fees, and policies.

Communicated information to individuals in a confidential and professional manner.

Year Up Chicago Chicago, Illinois

Executive Assistant 01/2015 – 02/2016

Provided administrative and business support to the Executive Director and Founder of Year Up Chicago one of Chicago’s top Non- profit organizations focusing on closing the opportunity divide

Managed Executive Director’s calendars and emails in Microsoft Outlook. Planned and scheduled meetings, travel accommodations, and teleconferences.

Strengthened communication between community organizations, corporate partners, and volunteers

Represented the executive by attending meetings in the executive's absence; speaking for the executive.

Welcomed guests and customers by greeting them, in person or on the telephone; answering or directing inquiries.

Maintained customer confidence and protects operations by keeping information confidential.

Completed projects by assigning work to clerical staff; following up on results.

Exelon Corp. Chicago, Illinois

Enterprise Wide Solutions Intern 03/2014 – 01/2015

Facilitated and created weekly team agendas that consisted of 50+ applications for 15+ colleagues

Created and edited a Vendor Renewal Excel document that consisted of 100 applications and created requisitions for payment of invoices to the Business office

Managed and appropriately documented 20+ work activities relating to projects, sub-projects and other small projects

Collected and summarized timekeeping information

Obtained overtime approvals

Processed garnishment request

Processed direct deposits, pay card payments, and employment verification

Assisted in creation of documentation and 50+ workflows to track SOX Compliance weekly

Provided informational support to the team as assigned to help increase team leads’ abilities to finish projects smoothly, effectively, and efficiently

Interacted with various internal and external stakeholders to help build more team camaraderie

Victory Centre South Chicago Chicago, Illinois

Life Enrichment Aide 01/2013–12/2014

Performed 100+ administrative duties including preparing correspondence, answering phones, contract documentation, client account record, and ordering supplies on a weekly basis. Accessed and utilized medical information system according to related duties to enter charges for patient related items or procedures.

Assisted 40+ elderly with routine hygiene care, nutritional eating, and other daily recreational activities. Organized and assisted with the set up and execution of 6 scheduled events monthly

Provided assistance to patient care team by performing and explaining designated patient care procedures. Communicated patient status and report changes in patient conditions to licensed professionals

Gareda LLC. Chicago, Illinois

Home Care Aide 03/2011 - 01/2013

Provided daily care to 4 elderly clients weekly, to help with household cleaning, keeping track of medication schedule, daily exercise regiment, and escorted clients to scheduled appointments and other daily errands

Documented and reported issues and concerns to ensure proper notification to supervisor and family members

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