Customer Service Representative

Mark Hasty Customer Service Rep /

** **** ****

** ***** ********** ** **** Center Settings

North Olmsted, Ohio 44070

Cell: 513-***-****

Polished, professional customer service rep offering:

****.*****@*****.***

Eleven years of experience providing customer support in busy call center

environments for health care industry.

An unwavering commitment to customer service, with the ability to build

productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve

problems creatively, and use tact and diplomacy to find common ground and

achieve win-win outcomes.

Experience

Team Lead

Triplefin Company, Blue Ash, OH

Handle incoming phone calls and faxes regarding patient assistance applications,

benefit verifications, savings cards, and prior authorizations which includes speaking

with patients, pharmacies, doctor offices, and insurance companies. These are the

same duties as previous but also now include printing approximately 50 vouchers per

day for mailing out to the patients plus responsibility for reviewing applications, benefit

verifications, and prior authorizations for completeness and accuracy. I also was one

of trainers for new employees on all lines of business which included 8 different drug

companies.

Key Accomplishments:

Reviewed patient assistance applications for all new hires for the first 90 days

Sent vouchers to patients in a timely manner so that they did not run out of their

medications.

Patient Assistance Counselor

Triplefin Company, Blue Ash, OH

Handle incoming phone calls and faxes regarding patient assistance applications,

benefit verifications, savings cards, and prior authorizations which includes speaking

with patients, pharmacies, doctor offices, and insurance companies.

Key Accomplishments:

Managed a high-volume workload within a deadline-driven environment. Resolved

an average of 300 inquiries in any given week and consistently met performance

benchmarks in all areas (speed, accuracy, volume).

Helped company attain the highest customer service ratings (as determined by

external auditors) -- earned 100% marks in all categories including communication

skills, listening skills, problem resolution and politeness.

Completed voluntary customer service training to learn ways to enhance customer

satisfaction and improve productivity

Customer Service Representative

Express Scripts Company, Mason, OH

Handle customer inquiries, complaints, billing questions and payment

extension/service requests. Calm angry callers, repair trust, locate resources for

problem resolution and design best-option solutions. Interface daily with internal

partners in accounting, operations and consumer affairs divisions.

Key Accomplishments:

Managed a high-volume workload within a deadline-driven environment. Resolved

an average of 250 inquiries in any given week and consistently met performance

benchmarks in all areas (speed, accuracy, volume).

Helped company attain the highest customer service ratings (as determined by

external auditors) -- earned 100% marks in all categories including communication

skills, listening skills, problem resolution and politeness.

Completed voluntary customer service training to learn ways to enhance customer

satisfaction and improve productivity.

Customer Service Agent

Wellpoint Insurance Company, Mason, OH

Same job as the above we were acquired out by Express Scripts.

Key Accomplishments:

Placed member level mail order prescription orders requiring knowledge of both

brand and generic names of medications along with accurately inputting shipping

addresses including credit card information

Expedited problem orders and verified status of orders

Resolved problems with local pharmacies regarding claims of members

Completed prior authorization requests from physicians offices

Education

Temple Baptist College, Cincinnati, OH

B.S. - Elementary Education

B.A. - Christian Education

B.A. - Bible

Skills

Skill Name Skill Level Last Used/Experience

Customer Service Expert Currently used/8 years

Call Center Expert Currently used/8 years

Service Operations

Complaint Handling / Expert Currently used/8 years

Dispute Resolution

Order Entry Expert Currently used/8 years

Expert Currently used/8 years

Data Entry / Records

Management

Multiline Phone Use Expert Currently used/8 years

MS Word, Excel Intermediate Currently used/6 years

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