Customer Service Representative
Resume:
Rolanda Braxton-Lovick
Parkville, MD 21234
443-***-**** Cell 410-***-**** Home ********@***.*** Email
I am a highly qualified Customer Service Representative offering experience in a managed care
organization, ensuring quality and productivity. I possess excellent written and verbal
communication skills. I also have recognizable strengths in:
Outstanding customer service skills
Work well in a group or independently
Proficient n Microsoft Office applications, WPM 45
Ability to analyze problems and evaluate situations for better efficiency
Claims processing
Data Entry
10-Key adding machine
Multi-line telephone
HIPAA
EXPERIENCE
Greater Baltimore Medical Center
Baltimore, MD
June 2005-Present
Patient Account Specialist
Perform collections on account balances involving attorneys, auto insurance companies
and patients
Verify insurance coverage and benefits
Add insurance to patients accounts
Set up contracts for payment arrangements to aid patients with balances due on accounts
Respond to inquiries on unpaid balances
Collect monies via credit card and/or checks by phone
Appear at court to represent the hospital when accounts are in litigation
Patient Service Representative
Receive and screen visitors and callers in the medical faculty and resident ambulatory
practice
Charge entry
Obtain pre-certifications for office procedures and minor surgeries
Schedule patient appointments using the meditech scheduling system
Register patients and participate in the process of patient claims
Provide secretarial and clerical support for resident physicians
Type a variety of materials which necessitates a sound knowledge of medical terminology
Coordinate impatient admissions
Collect balances on patient accounts
Sierra Military Health Service, Inc
Baltimore, MD
August 2001-November 2004
Beneficiary Service Representative
Received inbound calls and scheduled appointments to Military Treatment Facilities
(hospital/clinics)
Respond to inquiries regarding the various components of TRICARE benefits and
programs
Provided insurance information to providers on TRICARE Insurance Plans such as
(Tricare Standard, Tricare Plus and Tricare Prime Remote) and procedures (Pre-
Certifications, covered and non covered benefits)
Researched unresolved issues for claim submissions, authorization and referrals and had
the issues addressed and forwarded to the correct departments and/ or individuals via
Verified and updated beneficiary demographic information and when necessary
performed mini registrations for new enrollees to Region 1
Verified and collected other health insurance information via PGBA program (claims
database)
Baltimore City Public Schools
Baltimore, MD
January 2001-June 2001
Clerical/Tutor
Assisted students with various subjects
Provided the teacher with clerical support that included devising a filing system for
assignments completed by students
Graded papers and documented grades in grade book
Typed various correspondences
MCI World Com
Baltimore, MD
May 2000-January 2001
Customer Service Representative
Resolved customer concerns
Sold World Com products and services
Routed calls to the appropriate departments
Managed a high volume of calls
Processed orders for new telephone service
Kept abreast of changes in features and benefits of products and services
Baltimore Goodwill of the Chesapeake Temporary Agency
Baltimore, MD
May 1998-April 1999
Administrative Assistant II
Typed Correspondence
Answered multi-lined telephone system
Routed calls to the appropriate departments
Prepared daily calendars for employer
Provided back-up support for employer
Maintained filing system for documents
Prepared payroll for supervisor
Maryland School for the Blind
Baltimore, MD
October 1994-August1997
Evening Instructional Assistant
Assisted with fine and gross motor skills to aide in hand and eye coordination
Assisted with social skills to enable students to project appropriate behavior
Assisted students with home assignments
Taught home economics skills to prepare students for independence
Administered medicine to students
Provided 100% customer satisfaction
EDUCATION
Medical Coding and Billing, Medix School West, Woodlawn, MD,
Medical Assistant, Tesst Technical College, Towson, MD
Medical Terminology and ICD-9/CPT Coding – Sierra Military Health Services, Inc Baltimore,
MD
Computer Applications – Baltimore Goodwill of the Chesapeake, Baltimore, MD
Business Education – Northern High School, Baltimore, MD
References available upon request
Contact this candidate