Customer Service Assistant
Resume:
Cheryl Kaderli
Austin, TX 78735 *************@*****.***
EDUCATION
Texas State University, Bachelor of Social Work
May 2007
EXPERIENCE
MedSpring Urgent Care Austin, TX
Manager, Customer Service Department March 2013 - Present
Responsible for managing a 10 person department serving twelve
MedSpring centers in Austin, Houston, and Chicago
Oversee team efforts for patient registration, insurance
verification, insurance billing and claim inquiries, internal collections,
and dispute resolution. Average of 22,000 inbound transactions per month
Responsible for handling all patient escalation calls to effectively
resolve grievances
Lead all efforts for recruiting new candidates, including phone
screening and interviewing processes, as well as training new hires
Developed the Customer Service and Billing Department's onboarding
and training process
Collaborate with Accounting Department for collection of past due
accounts and refund transactions
Conduct Annual and Mid-Year Performance Reviews, providing Key
Strengths, Developmental Opportunities, and Goal Setting, as well as daily
counseling on performance
Senior Customer Service Rep & Company Scheduler October 2011-Feb 2013
Served as 1 of 2 Senior Customer Service Representative at start up of
MedSpring
Served as Company Scheduler, responsible for scheduling all of the
center operations staff at all center locations
Concentra Urgent Care
Austin, TX
Assistant Center Operations Director
April 2010 - October 2011
Started as front office specialist and then promoted to Assistant COD
Instrumental in leading employees to provide exceptional customer
service and patient care in the first extended hour clinic in the Austin
Market
Participated in hiring, training, and motivating staff to embody new
company brand and service culture, directly affecting the clinic's net
promoter score and patient experience rating score.
In charge of monitoring and organizing back office clinic inventory
during the implementation of the Inventory Optimization System (IOS) .
Served as a patient liaison between providers and patients and
directly involved in dispute resolutions
Payroll submission, daily cash management, and deposit.
Life Made Easy
Austin, TX
Certified Nurse's Assistant May
2009 - March 2010
Worked as a home health care assistant (CNA) for elderly and disabled
patients
Nordstrom
Austin, TX
Sales Associate
December 2007 - April 2009
Provided excellent customer service to promote sales and Nordstrom
credit card accounts
Heritage Park Nursing and Rehabilitation Center
Austin, TX
Social Worker June
2007 - December 2007
Served the elderly and disabled residents through social services and
patient advocacy
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