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Customer Service Representative

South Windsor, Connecticut, United States
December 23, 2015

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Donna B. Grady


Customer Support

Qualifications Profile

Goal-driven, dynamic, and competent professional, with comprehensive experience in administrative support and customer service within

various industries. Adept in office operations management, records administration, and staff coordination. Capable of working

effectively within fast-paced environments as well as establishing rapport with clients, staff, and other professionals from diverse

backgrounds. Equipped with superior decision-making, problem-solving, communication, multitasking, and interpersonal skills.

Professional Experience

Select Physical Therapy - Tolland, CT

Patient Service Specialist 2011–Present

Administrative Functions Records Management

Provide expert management to the front desk operations

Take charge of scheduling appointments, updating Excel files, validating insurance benefits, administering coverage authorizations,

preparing retail supply purchases, and gathering patient copayments

Systematically encode demographic and insurance information into databases as well as compile patient charts and intake information

through phone or in person

Holds responsibility in preparing activity reports, purchasing supplies, and providing assistance to the clinical staff relating to

patient care

Manage the submission of daily, weekly, and monthly metrics to management

Facilitate training sessions and assist the patient service specialists, as necessary

Played an instrumental role with office growth from $667,000 to $1.36 million

Customer Service and Relationship Management

Fulfill a wide range of duties, such as accommodating phone calls, greeting visitors, and executing general clerical responsibilities

Coordinate with insurance providers, claims adjusters, and case managers to acquire treatment authorizations

Gather referral and arrange care documents with various physician offices

Proactively participate in sporting and community events to promote the company in the marketplace

RE/MAX East of the River - Manchester, CT

Licensed Real Estate Assistant 1997–2011

Administrative Functions

Rendered administrative and sales assistance to top 3% nationally ranked realtor

Handled the administration of calendar and bookkeeping, along with processing of seller and buyer contracts, market analyses, activity

reports, and advertisements

Demonstrated competency in coordinating sale transactions, home tours, marketing materials, and open houses

Managed and organized client database, websites, and several real estate programs

Customer Service and Relationship Management

Made major contributions with the attainment of the induction into RE/MAX Hall of Fame in 2004 and RE/MAX 100% Club status by working

closely with the realtor

Played an integral role in completing sales transactions by helping realtor, clients, mortgage representatives, and attorney contacts

Earlier Career

United Healthcare Corporation The MetraHealth Companies - Hartford, CT

Senior Client Administrator

The MetraHealth Companies The Travelers Companies - Hartford, CT

Manager Account Administrator

The Travelers Companies - Hartford, CT

Senior Account Administrator

Underwriter Account Administrator

Assistant Underwriter

Senior Statistical Processor

Accounts Processor

Education and Credentials

Biology Central Connecticut State University - New Britain, CT

Liberal Arts Trinity College - Hartford, CT

Real Estate Salesperson Certification


PRIDE (People Really Interested in Delivering Excellence) Program Associate of the Month Award Smith Barney Account

PRIDE Program Gold Award for implementation of Smith Barney’s Health Plan

Outstanding Achievement Award GTE Hawaii and OSRAM Sylvania

PAT (People Are Tops) Award for Service Eastman Kodak Company and GTE Accounts

Outstanding Achievement Award GTE Account

Outstanding Achievement Award for Service GTE and Shawmut National Bank Accounts

PAT Award for Service GTE Account

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