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Customer Service Information

Mesa, Arizona, United States
April 13, 2018

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Summary of Qualifications

I have many years of experience working with an array of personalities. As you will see from my resume, I have many years of administrative, customer service, and human services experience. Problem solving, goal setting and working to perform to not only my fullest potential but also surpass company objectives are strengths of mine. With this experience, I also bring: commitment, dependability and the honest desire to work. My skills, knowledge and abilities are as immense as diverse. Professional Experience

2015- Current State Serv Medical – Tempe, AZ

Customer Service Intake Representative

Receives and responds to inbound calls from clients for order and delivery of equipment, pick-up, maintenance or changes in service. Following standard operating procedures creates patient records and captures complete information in the company system to ensure authorized and complete equipment is logged and captured. In a respectful and courteous manner, acts as a resource for inbound calls from patients or care givers to troubleshoot basic and routine issues with equipment. Promptly escalates complex issues as appropriate to facilitate resolution of the issue. Reviews the system for open and pending orders and prioritizes deliveries based on Company service expectations and standards. Makes outbound calls to the patients (e.g., residence, adult care home, assisted living, long term care facility, etc.) to verify order and delivery information. Establishes any delivery time constraints and schedules delivery or pick up accordingly.

Reviews daily orders, assesses driver ability and availability of stock to deliver within established timeframes and assigns orders to driver schedules. Provides complete information to drivers (e.g., place, time and equipment ordered) to facilitate a smooth a timely delivery and set up.

On a continuous basis, reviews the system schedule to track potential time constraints. Where feasible, coordinates alternate schedules with patients and drivers to deliver equipment in the most time-sensitive manner. Proactively maintains communication with the patient or care-giver to alert them of delayed deliveries, maintaining a professional and courteous demeanor at all times.

Acts as a liaison between patients/care-givers, business clients, drivers and operations to coordinate deliveries/pickups and ensure all parties have accurate information. May troubleshoot and resolve common delivery issues to preserve the most optimal customer experience.

In a timely and accurate manner, captures and records appropriate contact and order information in the company system adhering to standard operating procedures. Brenda Heatherly

5808 E. Brown Rd. Mesa, AZ. 85205


2007 – 2015 Banner Health/Hospice, Phoenix, AZ

Hospice Scheduling/Staffing/Administrative/Patient Care Coordinator Schedule clinical staff, utilize interactive schedules effectively and enter all changes as they occur. Update model calendars and working schedules for Hospice staff...Provide heavy phone coverage with efficiency and courtesy, performing professional interactions with both internal and external customers. Set up Start of Care for patients as received on a daily basis, track and file and copy appropriate documents to assigned. Teams. Perform all functions according to established policies and procedures. Collect internal employee information for annual reviews. TAS Kronos editor, for payroll and mileage. Order and track DME through our supplier, records management for pharmacy website. Order all office supplies including business cards and stationery and request access for security for all employees. Utilize Info View for Hospice reporting and interdisciplinary Group Reports. Monitor work output for productivity report of staff, and train others in Hospice duties. Patient Care Coordinator, admissions intake, running Medicare in the Medicare system, and enter all patient information into the Horizon and Cerner system. Complete daily logs, accessing all programs related to patient information retrieval, scheduling admission nurses for evaluations and admissions in home and hospitals. Recruitment and Enrollment, enter and run report of all patients eligible for the new ICare program, enter all new enrollments in Next Gen program, doctor appointments, utilizing EMR. Utilized new program Orion and worked closely with Phillips Corporation re: ICare tablets and all equipment needed for ICare members in their home.

2005 – 2007 Bear Stearns Residential Mortgage – Scottsdale, AZ Loan Set Up Specialist/Broker Relations Coordinator Set up loan files, verifying accuracy of documents received. Ordered required credit reports, appraisals and other documentation to complete loan files. Responsible for completing data entry in the internal loan origination system and submit files to underwriting. Promoted to Broker Relations Coordinator, which was responsible for the approval and ongoing re certification and monitoring of Bear Stearns Brokers and Correspondents. Required analysis of financial statements, local, state and national licenses, internal quality control procedures, fraud searches, credit worthiness and market reputation. Worked with a highly customer service oriented group, and sales and operations to maintain compliance and develop increased client relations.

2003 – 2005

2001 – 2003

Wells Fargo Home Mortgage – Tempe, AZ

Operations Specialist II

Processing pre closing tasks required to manufacture a loan in compliance with company standards and best practices from point of application to submission to underwriting. Processed loan files verifying accuracy of documents received. Ordered required reports and documentation to complete loan files. Audited files while in the Compliance Dept. before going to closing the mortgage, approving the file was complete. This resulted in measurable franchise standards in areas of customer satisfaction, speed and efficiency of file delivery and closing of the mortgage.

Parallax Program, Inc – Wichita, KS.

Receptionist/Information Specialist

Drug and Alcohol Program/ Inpatient and Outpatient Facility -Heavy call volume General clerical duties. Composed memos/general correspondence. As Information Specialist, duties consisted of collecting processing Continue Stay Reviews. Requested services for the level of treatment that was deemed necessary by a counselor on a multitier assessment process. Electronic transmission of state vouchers to appropriate state agencies.

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