Customer Service Manager

Gunner Bostrom

**** ***** ***** ***** ****

Miami Lakes Florida 33014

Cell: 786-***-**** acrool@r.postjobfree.com

Core

Accomplishments

• Consistently

acknowledged for

outstanding

customer service &

high QA scores

(95% Average)

• Worked closely

with clients to

identify their

needs, quickly

gaining trust, and

approaching

complex situations

to resolve any

problems or

concerns.

• Achieved goal of

85% retention,

each quarter

Skills:

• Employee

Relations

• Development

• Policies &

Procedures

• Staffing &

Recruiting

• New Hire

Orientation

• Dispute Resolution

• Employee

Retention

• Performance

• Management

• HIPPA & CMS

Knowledge

• Medicaid/Medicare

Training

Professional Overview

I am a results oriented sales professional with over 8 years of professional work experience. I have exposure and knowledge of business development, client relationships, management and customer service. I am experienced in generating revenue for my employer and consider myself to be skilled in communications and leadership

Professional Experience

Social Service Coordinators – Miami Lakes, FL

April 2010- April 2015 Case Management Outreach– Team Lead

• Responsible for overseeing day-to-day operations within the case management department as well as developing performance criteria for staff, serving as an expert resource on laws, policies and operational procedures.

• Ensure that the operations of the case management department are consistent with current HIPAA and CMS guidelines

• Provide ongoing support and expertise through comprehensive assessment, planning, implementation and overall evaluation of individual member needs.

• Enhance the quality of the members management and satisfaction, to promote continuity of care and cost effectiveness

• Coordinate the integration of social service/case management functions into the members planning process with other departments, external service organizations, agencies and healthcare facilities

• Responsible for consistently meeting departmental goals by conducting telephonic outreach activities to assist low income Medicare beneficiaries

• Review the work of members to determine the accuracy and completeness of case documentation while ensuring that rules and regulations have been correctly applied

• Responsible for the knowledge of the policies, regulations and procedures governing public assistance programs

Medicare Outreach Coordinator/Case Manager- Outreach

• Conducted telephonic outreach activities for members who have been prescreened as potentially eligible for the Medicare Savings Programs.

• Completed MSP applications for members and insure that application packages are prepared for mailing to member on daily basis.

• Followed up with members to encourage them to return completed application, required verifications, and notices of actions from the state.

• Met quality standards by ensuring proper phone etiquette and adherence to scripts, make accurate and descriptive MMS documentation and properly complete cases.

• Met daily, weekly, and monthly production goals

• Participated as required in Social Service Coordinators staff and Education:

Bachelors of

Science in

Recording Arts-

Full Sail University

Orlando, Fl. (2007)

Languages:

English & Spanish

(Oral and Written)

operational development programs. Acted as a team player and communicates openly and honestly.

• Maintained current knowledge of state and federal regulatory requirements.

• Adhered to strict compliance of all aspects of Social Service Coordinator’s staff outreach operations.

• Demonstrated behaviors, actions, and attitudes that reflect Social Service Coordinators staff vision, mission and values.

Intake Specialist- Outreach

• Met production/departmental goals by conducting telephonic outreach activities to review and assess M+C plan member’s eligibility for additional Medicare Savings Programs

• Review and analyzed inbound M+C plan member correspondence and/or inquiries for the purpose of transferring the most qualified cases to the Medicare Outreach Coordinator’s for Social Service Coordinators

• Maintained and followed-up on inbound and processed correspondence and/or inquiries from Social Service Coordinators Outreach

• Maintained current knowledge of state and federal regulatory requirements to adhere strict compliance of all aspects of Social Service Coordinators Outreach Operations

• Required to participate in Social Service Coordinators staff and operational development programs

Miami Marketing Works – Doral, Fl.

October 2006-March 2010 Senior Account Manager

• Lead and developed a group of 5-8 account managers through on the field training and various team motivating activities

• Conducted business to business transactions primarily targeting companies and other wholesale buyers

• Appointed on campaigns with fortune 400&500 companies such as ATT, Staples, Google, and United States Postal Service

• Conducted over 100 on the field interviews yielding in the recruitment of candidates to my team

• Handled work load related to building client base and keeping up with their changing status, needs, and appointments

• Improved the company’s image and built new relationships with new clients in surrounding areas

• Expanded business by organizing and executing business trips within my team

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