Customer Service Medical Billing

Lisa Arpaia

**** * ******* *** *******, CA ****0 (C) 518-***-**** ****.******@***.***

Objective:

To utilize my skills and knowledge to enhance my career. I am interested in a new and exciting position.

Education:

ASSOCIATES DEGREE 1999 HUDSON VALLEY COMMUNITY COLLEGE

Liberal Arts

Early Childhood Education

REGENTS DIPLOMA 1997 WATERFORD-HALFMOON HIGH SCHOOL

Skills & Abilities:

COMMUNICATION

I have excellent communication skills both verbally and written, along with effective listening skills.

LEADERSHIP

I am one of the “go-to supervisors” as I am very knowledgeable in many different areas within my work division. I also have excellent problem-solving skills.

Experience:

TAX COMPLIANCE REPRESENTATIVE II NEW YORK STATE DEPARTMENT OF TAXATION AND FINANCE FEBRUARY 2016 - PRESENT

Supervise a team of three representatives and provide assistance as a back-up for other supervisors within a large high-volume call center (Civil Enforcement Division)

Use of several different Computer Programs including Microsoft Office/Word/Excel/OneNote/Outlook, and several internal software programs

Develop and train staff by answering questions to provide quality customer service for tax-payers’ to resolve their tax liabilities

Provide assistance for very complex tax matters to ensure they are properly resolved, which may include speaking with a caller upon request

Conduct interviews for potential new representatives

Review phone calls to ensure quality assurance and meet with representatives to discuss positive feedback and means of improvement

Monitor reports and approve attendance records on a daily/bi-weekly/monthly basis

Organize and facilitate meetings with multiple teams of representatives

Prepare quarterly probation reports and annual evaluations

TAX COMPLIANCE REPRESENTATIVE I NEW YORK STATE DEPARTMENT OF TAXATION AND FINANCE AUGUST 2009 – FEBRUARY 2016

Phone representative; handled average of 25 calls daily

Provided detailed explanation of assessments (bills) to verified callers pertaining to Personal Income Tax and/or Business Tax

Spoke with delicate and irate callers to resolve their tax liabilities

Reviewed written and faxed correspondence to properly resolve complex matters

Negotiated Installment Payment Agreements

Submitted referrals to appropriate unit for resolution for a valid protest

Reviewed tax returns and located unapplied/misapplied payments

Casework to issue various collection techniques for non-compliant taxpayers

Worked in various units which included Offer-In-Compromise, Correspondence, and Compliance Assistance Team

Consolidated duplicate records, processed manual refunds, and reviewed documents for requests of Lien Releases

CALCULATIONS CLERK I NEW YORK STATE DEPARTMENT OF CORRECTIONAL AND COMMUNITY SERVICES JANUARY 2006 – AUGUST 2009

Processed medical claim forms (medical billing)

Stamped and filed paid claims

Prepared several claims for vouchering

Entered provider addresses’ and updated records

Sorted mail

Answered phones

Processed and provided Explanation of Benefits

References:

Upon request

Contact this candidate