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Customer Service Management

Randallstown, MD
December 29, 2018

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Gale Janey

**** ********* ***** *********, ** ***63 410-***-****

Professional Summary

Medical Representative with more than 25 years of professional experience seeking a new opportunity. Extensive experience leading daily operations, providing excellent customer service, as well as supervising and training teams. Well-developed skills creating reports and other correspondence, working closely with leadership to develop and achieve goals, maintaining confidential files and documents, and developing relationships with employees and patients. Dedicated leader with excellent time management and communication skills and a record of success exceeding customer satisfaction goals in high-stress, fast-paced environments.

Areas of Expertise

Business Administration

Reporting & Record-Keeping

Customer Service

Workplace Leadership

Developing Relationships

Written & Verbal Communications


Multitasking & Prioritization

Claim Management

Professional Experience

Dialysis Access Specialist, Halethorpe, MD July 2004 - Present

Access Coordinator

Input demographic and medical history in NexGen system.

Coordinate multiple physician schedules with daily care.

Assist nurses in charting

Distribute daily reports to designated facilities.

Analyze and authorize claims and determine plan benefits.

Process claims payments and adjustments for insurances.

Work closely with patients to process claims. Collect necessary documentation and payment information; communicate timeframes and status of claims.

Collaborate with management and colleague to handle complex cases and resolve escalated issues.

Manage incoming calls, emails, and other correspondence.

Provide excellent patient contact over the phone and in person. Answer questions and address concerns.

Key Accomplishments

Consistently achieve monthly audit for insurance verification and referrals

Successfully completed quarterly HIPPA, Company Regulation, and Protection Policy Training.

Dr. Barry Cohen Dentistry, Pikesville, MD October 1992 - July 2004

Administrative Secretary

Managed incoming calls, emails, and other correspondence.

Performed clerical duties, including record-keeping and reporting.

Addressed patient complaints, resolved disputes, and answered questions.

Processed mailing and fax correspondence.

Trained new employees on office systems.

Contributed in meeting team monthly goals and patient care.

Key Accomplishments

Consistently met monthly patient goals.

Developed relationships with patients and encouraged continued services


Eastern Senior High School, Baltimore, MD

High School Diploma, 1982

Relevant Coursework

Business Organization & Management Financial Accounting Risk Management & Insurance

Management Principles Human Resources Management Supervision

Computer Skills

Microsoft Word, Outlook, Excel, NexGen

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