Customer Service Representative

Mary Jackson

*** ***** ******** ***. * ******.*******@*****.***

Charlotte, NC 28202 Hm: 704-***-****

SUMMARY

Result oriented sales professional with strategic and tactical experience. Able to multi-task and efficiently balance the needs of supervision and other parts of the organization. Exceptional team player with excellent verbal and written communication skills. Organized, detailed oriented, works effectively on teams as well as independently. Additional strengths include efficiency, creativity and success to the work place. And actively create a trusting atmosphere for myself, employers, other employees and potential consumers.

PROFESSIONAL EXPERIENCE

Novant Health Systems

Patient Service Coordinator III 2016-Current

Update patient demographic information, post charges, copays, and scheduling patient appointments. Use verbal communication skills. Interact with individuals on different levels of authority. Responsible for knowing multiple payors’ billing and coding requirements for the practice.

Lash Group/Amerisource Bergen through Beacon Hill 2015-2016

Benefit Verification Specialist

Responsible for validating patients’ billing information, selecting and completing the insurance coverage details for the patient in their quest to access medical care.

Their duties include calling up private insurance companies where patients have accounts, Medicare, and Medicaid, to verify and obtain information concerning insurance benefits accruing to them.

They determine if patients’ insurance is compatible with their company’s health-care programs or not, and if it does, they work with the patient in getting maximum benefits from the program.

Responsible for reviewing patients’ case and insurance coverage information to personalize the call contents to the patient

Perform verification of Medicare coverage and limits on all Medicare accounts of patients.

AmeriHealth 2015

Customer Care Agent

Assist in planning and implementing department goals and making recommendations to management to improve efficiency and effectiveness. Communicate appropriate options for resolution in a timely manner. Inform members about services available and assesses the needs of each patient. Provide functional guidance, training and assistance to lower level staff. Provide technical assistance and troubleshooting support for subscribers.

Schedule work to ensure accurate phone coverage, monitor priority of calls and shift escalated calls to assure resolution to problems.

Maintain accurate records of HIPPA documents for subscribers’ confidentiality.

Utilize CPT and ICD-10 coding to ensure appropriate customer service and beneficial advice.

Analyze Medical Billing

American Red Cross 2014- 2015

Service Agent I/Sales (Biomed)

Recruited prospective blood donors from a variety of sources by phoning individuals, groups, organizations, businesses, churches and schools. Contacted previous donors to increase the frequency of donations and increased the number of donors at fixed sites or mobile unit blood drives to meet goals. Positively impacted the quality of service to donors, and increased the availability of blood products.

Coordinated support of community and business donor groups to assure a positive image of the ARCBS.

Maintained accurate records of donors/groups contacted and appointments scheduled to avoid errors, poor customer relations and to ensure sufficient donor availability.

SUITE 1000 2010- 2014

Customer Service Representative

Answer the quires of the customers in case of customer support. Responsible for satisfying customers and maintaining a good image for the multiple companies represented.

Used an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.

Initiated and/or implemented corrective action as needed in order to ensure an excellent standard of service and a high level of customer satisfaction maintained.

Included but not limited to sales, scheduling, dispatch, transferring calls, patching, etc.

ADDITIONAL SKILLS

Great communication and customer service skills. Capable of meeting deadlines, able to work under pressure, and with minimal supervision. Typing skills include 9000wph and 10-key 800spm. Competence with using common office systems and software such as all Microsoft Office tools, Google Docs, Quickbooks, Cisco Systems, and Oracle. Organization, Data Entry Skills, Attention to Detail, Thoroughness, Decision Making, Independent, Analyzing Information, Marketing, Discrete and understanding of HIPPA documents and the legalities of confidentiality in the medical field.

EDUCATION

Central Piedmont Community College (American Sign Language (ASL)

Elizabeth City State University 2006-2010 (BA in English)

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