Customer Service Representative
Resume:
REBECCA HANSEN
Monmouth, OR *****
**************@*****.***
SUMMARY OF QUALIFICATIONS
** *****’ Health Care Experience
11+ Years’ Cust Service Experience
MS Office Suite Proficient
Quickbooks Proficient
9 Years’ Admin / Clerical Support
Typing Speed 50 wpm
Experience
Accounting Certificate
PROFESSIONAL EXPERIENCE
DALLAS RETIREMENT VILLAGE
Medication Clerk – On call position July 2009 – Present
Interpret and comply with agency policies of confidentiality and HIPAA guidelines.
Accurately administer medications and document per agency guidelines using medical terminology, communicating with physicians and family members regarding resident health and safety issues. File, fax, copy, and answer phones as needed.
Provide customer service for up to 90 residents daily with a wide variety of needs, assuring safety and well-being. Respond to emergencies appropriately. Audit medication and treatment records for accuracy.
Work as a team to provide direct support services to a diverse population of people in different stages of life, ranging from self-sufficient residents to advanced stages of Alzheimer's disease.
MAY TRUCKING COMPANY
Customer Service Representative February 2016 – Present
Work as a team to assure customer satisfaction regarding transportation of goods.
Schedule and arrange pickup and delivery appointments for transportation of goods via phone, email, and internet using a variety of computer programs including MS Office Suite, EDI, AS400, and Lean Logistics. Reschedule as needed due to delays in transit.
Enter data from tenders to AS400 system for scheduling, logistics, and driver information.
Continually multi-task to balance loads, reschedule, respond to emails, phone calls and internet activity with constant interruptions.
STATE OF OREGON
Human Services Specialist 2 - Temporary December 2014 – May 2015
Provided customer service by interviewing clients for Affordable Care Act via telephone, entering data, and capturing verbal signatures using digital phone system with a widely diverse client base.
Interpreted and explained laws, rules, regulations and processes to callers. Explained basic laws and guidelines by phone, sometimes facing upset or hostile customers.
Worked on specialized team to prepare for new Medicaid Application System. Reviewed pre-scanned or online health care applications in database for completeness and entered in application system to complete OHA determination. Constructed case notes and composed missing information letters if needed using MS Word.
Experienced with various state databases including DHR, TRACS, and MMIS.
Worked under strict confidentiality guidelines regarding personal information on a daily basis.
COVER OREGON (Via Ultimate Staffing Services)
Customer Service Representative - Temporary February 2014 – November 2014
Performed data entry, completed case changes and corrections according to job aid, and re-determined cases at customer request.
Member of a team who provided customer service by entering data for more than more than 400,000 applications to obtain health insurance for Oregonians, far exceeding expectations.
Served on several specialized teams to process key applications and resolve complex cases.
Reviewed applications for completeness, constructed case notes, and composed missing information letters using MS Word to obtain needed data to complete applications.
Worked under strict confidentiality guidelines regarding personal information daily.
PARTNERSHIPS IN COMMUNITY LIVING 9/1988 – 9/1998 & 5/2000 – 11/2009
Clerical Support Specialist / Receptionist
Created tracking systems in Excel and entered alpha and numeric data for confidential ad hoc reports for Human Resources and County agencies. Performed filing in both paper and electronic systems.
Typed correspondence, documents, performed proofreading, and performed mail merges in MS Office.
Greeted the public at reception desk. Answered multi-line phone system, used paging system, screened and routed calls, and directed visitor traffic. Tracked incoming and outgoing petty cash, tracked incoming client SSI checks, and answered general inquiries surrounding agency services.
Scheduled conference rooms, agency vehicles, and tracked schedules for a team of more than 40 agency managers using Groupwise software.
Fund Raising / Public Relations Assistant
Administrative support to Director of Fundraising and Public Relations with all fund raising and public relations events for this private, non-profit agency.
Established Blackbaud database fund raising software and entered all alpha-numeric data to track fund raising sponsors, donors, and event cash flow.
Tracked and reconciled all incoming fund raising checks, cash, and debit/credit transactions, forwarding to Accounting office. Provided receipt of donation letters for all donors.
Directed a team of volunteers to assist with fund raisers and PR events.
Designed and published all PR/FR posters and publications using MS Publisher software.
Direct Support Professional
Directly supported a wide variety of people with special needs from diverse populations and backgrounds. Included were people with severe mental, emotional, behavioral, physical, medical, and developmental disabilities. Subject to verbal and physical aggression on a daily basis.
Kept confidential records and entered computerized data for agency, state and county entities for all medical, financial, and behavioral issues using Therap system, following strict HIPAA guidelines.
Served as Interim Manager during lapse in supervisors, tracked and budgeted petty cash and client money.
Interviewed clients and used written and numeric data collected by staff to assess client needs and composed Individual Service Plans on a semi-annual basis.
EDUCATION
CHEMEKETA COMMUNITY COLLEGE June 2015 – March 2016
Accounting Certificate
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