Customer Service Training
Resume:
Alena Lowrie
Alena G. Lowrie
Houston, TX 77042 ***********@*******.*** Cell: 281-***-****
SUMMARY OF QUALIFICATION
Over tem years of training experience within the medical field. Broad health insurance, healthcare, managed care, medical claims,
revenue cycle and EPIC specialization knowledge. Strong leadership, interpersonal, and analytical skills. Ability to work in and
support a multi-product environment. Creative and tenacious in overcoming obstacles, meeting deadlines and conflict resolution.
Enthusiastic and committed to providing excellent training and staff development.
PROFESSIONAL EXPERIENCE
PAS, LLC. (Patient Accounts Services), Houston, TX 11/2011 – Present
Technical Trainer III
• Present multilevel classroom instruction.
• Train all levels of personnel within the organization including but not limited to Customer Service, Insurance, Data and
Leadership.
• Communicate in a timely fashion all training updates.
• Assist with concepts and planning of training programs.
• Work as a team member with other leaders of organization to host full staff training in-services.
• Ability to handle multiple projects in a fast paced environment.
• Develop and maintain comprehensive knowledge of all technical systems.
• Conduct needs analysis to determine content and approach for all courses developed.
• Assess the competency of new hires and provide feedback to management team.
• Assist staff mentors to refine training skills and the use of training tools to enhance training presentation and
documentation.
• Designed and created training manuals, tip sheets and user guides.
• Administer assessments and exams.
• Conducted web-based training sessions.
• Provide individual staff assessments, effectively identifying risks and concerns.
• Conducted Quality Assurance Call Assessments.
• Mentoring of new hires, including conducting call monitoring and assessments.
• Created and updated company Policy & Procedures.
• Perform various duties as assigned by supervisor and/or director.
• Traveled as needed to offsite locations to provide training.
• Conducted full HB and PB EPIC Training to all call center associates.
CMO, Yonkers, NY (Division of Montefiore Medical Center, Bronx, New York) 7/2001 – 7/2011
Customer Service (Senior Liaison) 2007 - 2011
• Support Contact Center Manager – active managerial role in the day-to-day operational functions in achieving daily call
center service levels and performance guidelines.
• Delivered on the job training and classroom instruction in technical subject matter, system applications, corporate
initiatives and professional development. Designed training materials and job aides. Reduced transition from training
environment to production by 50%. Computer literate.
• Assigned multiple projects and department initiatives – Grievance & Appeals Facilitator, Solely responsible for resolving
Hospital inquiry escalations, facilitated resolution of issues between staff liaisons and the client. Managed and ensured
timely responses from the client.
• Managed Email Billing Solutions application. Responded to complex billing cases via email within a two day business
timeframe in a professional and efficient manner.
• Assisted in the redesign and development of department workflows and policy & procedures – conducted training to team
on new processes.
• Handled inbound and outbound calls in a blended environment with excellent proficiency.
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Alena Lowrie
• Effectively use all supporting applications for call tracking and history.
• Assess customer complaints, handle billing inquiries and provide adequate resolution.
• Proficient in overcoming customer dissatisfaction, providing exceptional follow-up and customer service retention.
• Persuasive communicator with well-developed presentation and negotiation skills. Able to develop productive relationships
with colleagues, customers, direct reports and staff at all levels.
• Union Delegate – provided mediation between staff and management. Ensuring and promoting a healthy, positive, and
productive atmosphere.
• Customer Service Week/ Moral Booster Committee Member – took an active role in increasing and promoting morale and
teamwork.
Contact Center Supervisor 2006-2007
• Oversee daily operations and responsibilities of Customer Service Department – attendance tracking and monitoring.
• Training, monitoring, educating and accessing competency of staff.
• Provided consistent floor supervision of staff.
• Assist staff in achieving personal mastery of their job responsibilities, ensuring they met all performance standards.
• Provided timely and consistent feedback to staff.
• Ensured staff met and or exceeded the department monitoring program goals – by conducting remote monitoring, side by
side monitoring, and calibration sessions.
• Provided daily, monthly, quarterly and annual analysis to management.
• Analyze data and report to management agent performance, areas for improvement and trends.
• Assisted management team with staffing decisions.
• Demonstrated strong leadership, analytical, and management skills that always remained in line with the goals and
mission of the department and Montefiore Hospital.
Level III Customer Service Liaison 2003 - 2006
• Ability to research, document and resolve in-depth customer complaints and grievances.
• Exhibit expert ability to understand, explain, update and initiate resolution for all types of billing inquires. Take appropriate
actions when making difficult decisions.
• Provide leadership in supervisor’s absence. Assist Level I and II Customer Service Liaisons.
• Exceeded productivity levels as it relates to lines of business and operational objectives.
Level II Customer Service Liaison 2001 –
2003
• Answer and handle member calls with proficiency in all areas of benefit resources.
• Consistently provide accurate information to customers.
• Exhibit proficiency in application of CRM (cross selling) techniques when appropriate.
• Effectively model and make decisions consistent within the department’s framework.
• Ability to assist level I Liaisons and provide assistance as needed.
Magellan Behavior Health, LLC. New York, NY 2000 – 2001
• Customer Service Representative.
HIP Heritage Insurance Co. Mineola, NY 1999 – 2000
• Customer Service Representative.
System Knowledge:
Healthstream, EPIC (HB & PB), SMS, McKesson, Meditech, Allscripts, LSS, Powerworks, Centricity, Orbital, HCR, CU, IDX,
Quadax, HPF, RevSpring, Xpeditor,
multiple web-based programs – Microsoft; EXCEL, Word, PowerPoint, Visio, Project. Snag-It
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Alena Lowrie
EDUCATION
In-Progress: BA of Science in Psychology, Concentration in Christian Life Coaching; Liberty University
Expected Completion Date May, 2016
Bronx Community College, Bronx, NY Human Services, Customer Service Administration Certification
EPIC Training Certified (UCH)
REFERENCES WILL BE FURNISHED UPON REQUEST
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