Customer Service Manager

SHERETTE T. FILMORE

*** ******** **** ***** *********, FL 32955 321-***-****

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

“… Trustworthy and Highly Confidential”

Solution-driven, enthusiastic ADMINISTRATOR adeptly accounts for large sums of money and safeguards an organization’s financial assets.

A personable, technically savvy, and resourceful professional who is currently pursuing a Accounts Payable Specialist Profession.

• •

Medical Terminology Internal / External Customer

• Cash Management Controls

• Service

Medical Records

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• Health Insurance

Status, Reports, Records,

• Regulatory Compliance

•

Audits Bookkeeping and Spreadsheets

• •

ICD-9-CM, CPT, HCPCS Computerized and Manual

• Training and Mentoring

Level II Coding Accounting

AWARDS AND RECOGNITIONS

Legal Department TQM Award

Court of Acknowledgement “Excellence through Teamwork” Award

Certificates of Recognition including “Excellence in the implementation of Legal Department cost management software system

(Lawtrac)” and “Going above and beyond to resolve a billing issue and maintaining a professional relationship with all parties…”

COMPUTER APPLICATIONS

Amisys, AWD, CTIOS, CSA, Formulary Navigator, Market Prominence, NCR, Report Manager, RxClaim-Catamaran, HealthX,

THINKHEALTH, Care Manager, IntelliDesk, ED Manager/SCM, HBOC, CPM, Teletracking, Groupwise, MediSoft, MediTech3,

MediTech4, VALCO, Indexing; Microsoft Office, Word, Excel, Access, PowerPoint, Outlook; Lawtrac Billing System; PeopleSoft;

Computer Hardware; Industry-Specific Software; Internet Applications; Spreadsheets, Presentations, and Word-Processing Programs;

Computerized Accounting & Reporting Systems.

PROFESSIONAL EXPERIENCE

Heath-First Health Plans, Inc., Rockledge, FL

CUSTOMER CARE ASSOCIATE (September 2014 to March 30, 2015)

Properly identifying and elevating concerns that affect customers or the Health Plans’ ability to serve them.

Providing accurate and professional service to Customers, adhering to department policies.

Contributing towards meeting departmental performance goals (average speed or answer, service level, abandonment rate.)

Responding to customer inquiries to researching, understanding and documenting plan information related to: Covered benefits and

exclusions, including prescription drug coverage, eligibility, enrollment and disenrollment, participating providers, claims payments

and processes, authorization processes, premium billing, and plan guidelines.

Handling incoming sales inquiries from prospective customers by answering basic questions and referring to a licensed sales agent for

closure.

Provide assistance and customer service walk-in members in a timely and efficient manner.

Health-First Cape Canaveral Hospital, Cocoa Beach, FL

CALL CENTER REPRESENTATIVE (September 2013 to September 2014)

Page emergency codes within 60 seconds.

Accurately maintain the on-call ED physician schedule in IntelliDESK as well as the individual schedules.

Complete accurate and timely computer data entry and call interaction documentation, e.g., physician call

service.

To receive inbound calls and make telephonic connections for internal and external callers who reach one of the multiple telephone

lines routed through the Call Center and seek: information about patients, departments or patient care units; information about

healthcare services or general health advice that may be available at Health First or elsewhere in the community; an on-call medical

staff member or a Health First physician; a representative of Home Care, Health Plans, the Hospitalists’ service.

Provide courteous and efficient call center service consistent with Health First’s customer service standards.

Health-First Viera Hospital, Viera, FL

PATIENT/VISTOR REPRESENTATIVE III (March, 2011 to August 2013)

Make regular contact (once every thirty minutes) with people in reception area.

Respond positively to the needs of patients and their families. Involving the support of other resources as necessary, such as Social

Workers, Case Management, and Pastoral Care.

Communicate any concerns or questions patient or families may have to the appropriate staff for resolution. (Triage Nurse, Charge

Nurse, Ed Director or Director Patient Relations.

Maintain confidentiality, sharing sensitive information only with appropriate people.

Maintain a supply of wheelchairs, toys, and other supplies necessary for the comfort of arriving patients and families.

Greets patients, visitors, and associates courteously.

Provide accurate directions to all parts of the hospital as appropriate.

Harris Corporation, Melbourne, FL, Melbourne, FL

CASH CONTROLLER ASSISTANT (2008 to July, 2009)

Managed multiple financial instruments by maintaining Computerized and Manual account tracking systems for Cash Receipts and

Disbursements.

Prepared account analyses and supported internal and external audit requests.

Retrieved daily bank reports, applied bank deposit ID’s, and input information.

Updated signature forms and obtained Controller’s signature on proprietary checks.

Handled Cash Call journal entries and balanced Cash Call report to Headquarters daily.

Created Profit Parameter reports, managed Petty Cash fund, and trained new employees.

BILLING AND ACCOUNTS RECEIVABLE ADMINISTRATOR (2006 to 2008)

Handled multiple responsibilities including submitting automated and manual invoices to inter-company and customers for Harris IT

Services.

Maintained billing recap sheets and reconciled recap sheets to the billing sub-ledger.

Worked closely with Contract Administrators and Program Financial Analysts.

Communicated directly with Customers to status special projects when applicable.

SENIOR BILLING COORDINATOR, LEGAL DEPARTMENT (1989 to 2006)

Accountable for Legal Department and Law Library receivables, payables, external expenses, and the maintenance of reporting

requirements.

Assigned USER IDs and Access Levels and added matter and outside Counsel names.

Responsible for the System Administrative duties of Lawtrac Billing System.

Handled payments, tracking, reporting, and trending.

Law Librarian for routing and filing of periodicals.

Researched outside counsel fees and expenses.

NETWORK OPERATOR, INFORMATION SYSTEMS DEPARTMENT (1979 to 1989)

Helpdesk Customer Service Representative supporting multiple workstations in a Dual IBM 3084 Mainframe Data Center.

Handled First Level Problem Resolution for USERs.

Promoted from Senior Computer Operator responsible for small database system hardware and software maintenance and security.

Trained lower level operators.

ADDITIONAL RELEVANT EXPERIENCE

Army Recruiting Office Clerk, Florida

Secretary / Cashier, Security Guard, Computer Operator (Secret Security Clearance)

Andros Naval Base, Bahamas

COMMUNITY SERVICE

Rockledge High School – Music Room Assistant

Singer, Acappella Group – Gospel, Secular, and Motown

Cocoa Public Schools – Fundraiser, Band Chaperone, Soccer and Homeroom Mom

Parent and Youth Inner City Ministry – Singing, Crafts, Games, Homework Assistance

Wuesthoff Health Systems – Outpatient Registration, Medical Records

EDUCATION

Brevard Community College, Cocoa, FL

Gatline Education (ED2GO)

Certificate of Completion “Domestic Violence, HIPAA Education, HIV/AIDS/BloodbornePathogenes”

Medical Billing and Coding Continuing Education Certificate

Medical Office Specialist College Credit Certificate

Office Administration Associate of Science Degree

Shadowing of Health-First Registration Counselors and Specialists

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