Customer Service Representative

sonia robinson

**** *. ******* **** *********, WI 53223 414-***-**** ******************@*****.***

summary Seeking an opportunity in the human resources field allowing me to use current talents and education related to the profession. A hardworking and dependable professional with exceptional customer service and organizational skills who thrives on challenges, believes in teamwork, and works well in all business environments.

computer skills Windows 10, Microsoft Word, Excel, AS/400, PowerPoint, ApplicationXtender, Direct Office, JE Edwards, Check stub system, Epic, IDX, SDE, RIM, FIMS, Insurance portals, spreadsheets, PCC, RFMS

education CARDINAL STRITCH UNIVERSITY, Milwaukee, WI

Business Management

Bachelor’s Degree Pending 2017

Associates Degree 2015

experience Northwestern Mutual Milwaukee WI February 16, 2016 - present

Service Representative

Issued claim kits to insured

Manage and process annual authorizations and licenses from long-term care facilities

Distribute and process Continue Monthly Residents forms (CMR), for long term care facilities

Provide customer service handling daily inquiries

Responsible for processing lost and cancelled checks

Golden Living Senior Center Milwaukee, WI Sept 2015-Feb 2016

Admissions Coordinator

Prepared admission files for new residents

Prepared consent forms for residents/guardians/Power of Attorney

Entered resident’s demographics into Point Care System

Quality Control check of new resident rooms for admission

Assignment of resident’s rooms

Verification of benefits for new and existing residents

Coordinated Welcome program for family and residents

Villa At River Parkway Milwaukee, WI May 2015-Sept 2015

Business Office Manager/Human Resources Specialist

Made changes to payer sources

Renewed residents’ certificates of insurance

Facilitated team meetings

Updated and maintained employment files

Conducted background checks for new hires

Maintained PTO records

Updated resident financial reports

BROOKDALE SENIOR LIVING Milwaukee, WI July-2014-May 2015

Title 19 Procurement Specialist

Completed Title 19 billing for multi-state accounts

Processed remittances received for accounts

Obtained needed resident information

Requested and processed payment authorizations

BROOKDALE SENIOR LIVING (continued)

Accounts Receivable External Analyst Jan 2014-July 2014

Responds to customer inquiries in a call center environment

Analyze Customer accounts for discrepancies

Post receivables to appropriate accounts

Daily ledger balance of accounts

LAKESHORE MEDICAL CLINICS, Milwaukee, WI Jan 2013-Oct 2013

Central Scheduler

Responsible for answering incoming phone calls, appropriately transfer calls

Transfer calls to appropriate clinic

Schedule patient appointments

Obtain and document voicemails and route to appropriate areas

MANPOWER CORPORATE OFFICE, Milwaukee, WI Jan 2012- Dec 2012

Contract Customer Service Representative

Responsible for customer service inquiries

Corrected customer account balances

Updated customer demographics

Maintained payroll and PTO balances

Trained new associates

GOLDEN LIVING MIDWEST BILLING OFFICE, Milwaukee, WI

Intake Administrator Mar 2008-Dec 2011

Responsible for the evaluation, processing, dissemination, and maintenance of all resident admission information

Maintained ongoing communication with the facility Admissions Coordinator and Business Office Coordinator to ensure continual flow of financial information between facility and Central Billing Office

AMERICAN BEHAVIORAL CLINICS, Milwaukee, WI

Administrator Intake Specialist Sep 2006-Mar 2008

Responsible for entering patient demographics and insurance information

Distributed incoming calls within the clinic. Checked in patients, scheduled appointments

Confirmed prior authorization with insurance carriers

Coordinated workshops and conferences with pharmaceutical representatives and physicians

VALUE-OPTIONS BEHAVIORAL HEALTH, Peoria, AZ Sep 2004-Jul 2006

Scheduling Representative

Responsible for daily management and triaging of incoming calls

Scheduled all patient appointments

CHILDREN’S HOSPITAL CHILD PROTECTION CENTER, Milwaukee, WI

Social Worker Scheduling Representative Jan 2002-May 2004

Responsible for organizing and charts for Staff Psychologist

Scheduled patient appointments for the Social Work staff

Checked in all patients and confirmed demographic information

Available upon appropriate notification to current employer

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