Ms Alicia Ann Thorbourne
**** ****** ****** - ** - *****, New York 10467
RECEPTION AND CUSTOMER SERVICE PROFESSIONAL
Bronx Care (formerly known as): Bronx Lebanon Hospital Center
01/21/2003 – 08/16/2013
Telephone operator 06/28/2010
•Received, paged, processed and logged all Emergency Codes for the hospital.
•Pleasant and cooperative telephone skills that allowed me to establish immediate trust and confidence that efficiently and effectively solved customer's issues.
•Answered and directed telephone calls while representing the company in a professional, courteous, helpful pleasant, energetic and well spoken manner.
Finance / Associate 12/04/2006
•Sensitive to customer’s needs, apprehensions and illness related behaviors.
•Made appointments and verified insurance for all visits.
•Obtained authorizations from a wide variety of insurance companies for all procedures.
•Screened each patient for visit appropriateness by verifying last and first name, date of birth and in some cases; social security numbers. Updated patient demographics.
•Facilitated patient’s appointments within managed care guidelines and coordinated all care referrals.
•Excellent organizational, maintenance and cleaning skills to make an enjoyable and gratifying evironment.
•Worked closely with managed care and other departments to ensure hospital reimbursement.
•More than 8 years successful experience in customer service and support with recognized strengths in demographic maintenance, trouble shooting and problem solving. As taught by my then Pracitice Administrator, Angella Hall-Ruiz.
•Possess solid computer skills; Excellent working knowledge using: Microsoft Office Suite (Access, Excel, Word), Last Word, Image Cast, Eclipsys, Corel, WordPerfect, Communicator, Epaces, and many Insurance Websites.
•Ability to train, motivate and supervise customer service employees.
•Built and broke down schedules and vacations as per staff.
•Made appointments, verified insurance and collected co-pays also responsible for distributing and reconciling metro cards and cash daily.
•Typed and processed all forms for the facility which were also used in other group practices.
•Constantly sought ways to improve our service to patients by preparing and replenishing all back office work and setting up pre-made charts to make registration easier for staff.
•Created, organized and set up an information center for manuals and leaflets. Result: better access to needed information and less time searching for it.
•A true team player; assisted with JACCHO maintenance and emergency preparedness.
•Proactive planning with Administrator led to notable increase in morale in the department.
•Participated and assisted with customer satisfaction surveys drastically reducing potential risks and problems which also led to increased access to care.
•Pulling and filing charts.