Customer Service Health Care

Diane L. Perkins

**** ******* *** ● Indianapolis, Indiana 46205● 317-***-**** ● ***********@*****.***

Energetic with over 15 years of customer service knowledge. Recognized for exemplary work ethics while providing paramount customer service to internal and external customers. Specialized expertise in the areas of call center support, medical relations, administrative, accounting and unemployment adjudication.

SUMMARY OF QUALIFICATIONS

Exceptional communicator and listener effectively conveying information both verbally and written.

Skilled professional culturally sensitive to building solid relationships with a diverse workforce.

Solid interpersonal skills with the talent to interact with all levels of any organization.

Excellent organizational skills with the ability to manage multiple projects by planning and prioritizing.

Innovative problem-solver with the tenacity to produce workable solutions and resolve complaints.

Flexible team player that thrives on the ability to be successful exceeding goal expectations.

Highly creative, self-motivated, and a proactive team player.

Ethical professional with leadership skills that focus on integrity, trust, confidentiality, and business conduct.

Extremely adaptable professional with a positive, resilient, openness towards new ideas and change.

EDUCATION

Morgan State University

PROFESSIONAL EXPERIENCE

Kriss Kross Trucking Indianapolis, IN

Executive Coordinator 3/14/2013-3/25/2015

Responsible for providing support to the President of the company; serving as the primary point of contact and liaison to the senior management team.

Coordinate and schedule meetings and appointments.

Communicate directly and on behalf of the President with members of the staff.

Prepare presentation materials, communications and reports.

Make appropriate travel arrangements.

Manage all incoming correspondence and communications including preparing responses.

Answer incoming calls and direct them to the appropriate parties.

Maintain confidential and non-routine information.

State of Indiana Indianapolis, IN

Department of Workforce Development Unemployment Claims Adjudicator 5/21/2007-3/14/2013

Responsible for adjudicating unemployment benefits by investigating and documenting facts, laws, regulations and policies.

Apply unemployment law and regulations to determine the eligibility of a claim.

Attend appeal hearings before an administrative law judge.

Review and process legal documents to support guidelines for unemployment fact finding.

Provide unemployment claimants with explanations regarding the disposition of their rights and the procedures to appeal if denied unemployment benefits.

Prepare and mail correspondence to claimants.

Provide information about cases to the appeals unit.

Prepare weekly reports and certify records for auditing purposes.

Health Provider Relation Specialist 8/22/2005-5/18/2007

Responsible for educating and assisting medical providers ensuring the provider enrollment is accurate.

Assist providers assigned to the Children’s Special Health Care Services Program with coordinating health plan disputes to a successful resolution.

Coordinate and attend meetings with hospitals, specialty groups and health care providers.

Maintain a data base for providers to ensure financial accounts are set up properly.

Ensure the State auditor’s office has current W9 documentation on file for every active provider to guarantee timely payment.

Investigate, resolve and communicate provider claim issues and changes.

Educate providers regarding policies and procedures related to referrals and claims submission.

Accounting Clerk 12/13/2004-08/12/2005

Reviewed and examined all incoming and outgoing health department contracts to the Children Special Health Care Unit.

Ensured contracts had proper signatures.

Determined if contracts followed the procedure for the grants that were issued.

Coordinated the contracts that were sent to the accounting department.

Indiana Bell/Ameritech/SBC Indianapolis, IN

Senior Customer Service Specialist/Executive Coordinator 11/03/1975-11/30/2001

Answered and assisted telephone utility customers with questions regarding their telephone bill accounts. Created work order inquires when field technicians were required.

Processed 30 calls per hour consistently exceeding the department goal of 15 calls per hour.

Member of Executive Appeals Committee, handling escalated calls in a calm, tactful manner by listening, researching options, and communicating solutions to gain customer confidence.

Created the “help desk” which assisted customer service representatives with questions and escalated calls when supervisors were unavailable.

Selected by management to maintain payments, billings, and service orders for 150 VIP (Very Important Person) customers.

Established and implemented “one call resolution” guidelines that reduced customer call backs by 90%.

Ensured the customer service department met and exceeded KPI’s (Key Performance Indicator).

Performed audit activity on customer accounts.

Investigated and analyzed billing errors; while making appropriate adjustments to accounts.

PROFESSIONAL REFERENCES

Carolyn Monette

12908 Grendville Street

Carmel, IN 46032

Brenda Johnson

4355 Dabny Dr

Indianapolis, IN 46254

Betsy Rouse

7366 Countrybrook Dr

Indianapolis, IN 46260

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