Customer Service Representative

Dinah Jolly-Keys

Customer Service Representative

Raleigh, NC

***************@*****.*** - 919-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Data Entry Coordinator

Biogen Idec - Research Triangle Park, NC - September 2014 to March 2015

Received incoming documentation from patients, physician offices and other sources that authorize the

enrollment of individuals into the services of Patient Services.

• Reviewed the received information for completeness and accuracy.Enters data into Siebel from multi-page

documents while using technology simultaneously for availability to Case Managers and other PS employees.

• Maintained thorough knowledge of SOPs, frequently changing job aids and process changes.

• Reviewed forms received via fax and mail from physician offices indicating that a patient has been prescribed

the companies product.

• Entered accurate patient and physician information in a timely manner into the department's customer

relations management (CRM) database, known as Siebel.

• Contacted physician offices to retrieve complete and accurate TOUCH enrollment forms to initiate the case

management process.

• Consulted and communicated with Case Managers on accuracy of information. Researched inaccurate and

incomplete information by querying the database for pending information.

• Handled the flipping of the queue to ensure forms are reviewed for adverse events and any adverse events

are reported in a timely fashion.

• Responsible for handling incoming mail, return mail and Iron Mountain marketing returns along with basic

data integrity and business reply card information.

• Assisted and/or lead with special projects: Forecasting Team, Queue Master, Patient Merges, Data Team

Inbox, Orphan Report, Tysabri Reconciliations

Data Entry Document Specialist

NCTrack Medicaid - Raleigh, NC - July 2013 to January 2014

Prepared source date for computer entry by compiling and sorting information for Medicaid recipient prior

authorizations.

• Verified entered provider account data by reviewing, correcting, deleting, or reentering data; combining data

from both systems when account information is incomplete.

• Maintained contact with providers to provide updates, approvals; eliminated duplication of data.

• Maintained provider confidence and protected health information confidential.

• Contributed to team efforts by accomplishing related results as needs, reported needed changes.

Customer Service Representative

Teleflex Medical - Research Triangle Park, NC - December 2012 to June 2013

Received and made inbound/outbound calls from customers, sales representatives and end users regarding

inquiries,

• Responsible for order management, which can include: sales order processing, validation and completion of

necessary paperwork to issue Return Good Authorization (RGA), verifying credit status/pricing, and verifying

inventory levels.

• Professionally diffuse irate customers while identifying the root cause and providing adequate solutions.

• Interfaces with key departments in support of order management processes. Order status, application,

product pricing.

• Maintained service excellence by adhering to the Quality Assurance program guidelines.

Proactively identifies opportunities for synergies.

• Maintained a reciprocal support relationship with the sales organization.

• Provided feedback regarding potential process improvement ideas.

• Other responsibilities as needed and assigned.

Administrative Assistant

Rasool's Electric and Construction Co - Raleigh, NC - April 2010 to December 2012

Maintained an inventory by checking stock to determine inventory level; anticipated needed supplies.

Expedited supplies, verified receipt of supplies.

• Coordinated CCIP enrollments for subcontractor.

• Created and revise operational procedure after analyzing; record keeping, form control, office layout,

budgetary and personnel requirements.

• Coordinated with staffing companies for skilled trade day laborers.

November 2008 - April 2010 Employment Search

Supervisor

Affiliated Computer Services - Cary, NC - April 2005 to October 2008

Supervised the daily operations of call center activities covering incoming/outgoing calls for Aetna/SRC

insurance.

• Determined work schedules for agents to ensure adequate shift coverage.

• Actively participated in hiring, developing and reviewing and evaluating agents.

• Developed and monitored work guidance and performance measures to meet service goals per Aetna

qualifications.

• Observed and monitored calls for quality of service and responses per Aetna qualifications.

• Assisted and advised agents in resolving internal or external customer related issues, i.e. benefit, billing,

prescriptions and claims.

• Reported to senior management on team accomplishments, achievements and productivity.

• Maintained current knowledge of developments in clients' field of business.

• Made recommendations to management to improve efficiency and effectiveness.

• Responded to telephone inquiries and complaints using scripts and procedures laid out by Aetna.

• Qualified unprocessed medical claims. Assisted medical providers with health plan benefits.

• Assisted agents with enrollment and information; i.e. Aetna Group Health Plan.

• Referred non-routine inquiries and complaints to senior management

EDUCATION

Jordan High school - Durham, NC

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