Service Representative Customer
Resume:
Bethzara Laulu
Custom Service Representative with 15 + years of experience including leadership
management in a High-Call volume center.
Henderson, NV 89074
***********@*****.***
Hard working, motivated & efficient.
Authorized to work in the US for any employer
Work Experience
Patient Service Representative
Intermountain Healthcare - Las Vegas, NV
November 2022 to Present
Answering phones to verify HIPAA, insurance, schedule, re schedule and cancel appointments with with PCP, schedule appointments for labs, blood pressure checks, and more. Send refill requests and view lab orders. Submit referral requests and task messages to primary care doctors for patients. Health Program Representative
Elevance Health - Las Vegas, NV
September 2022 to Present
Answer inbound calls and make outbound calls to members eligible for wellness programs to enroll them. Virtual Receptionist
Alliance Virtual Offices - Henderson, NV
May 2022 to August 2022
I answer phones all day long for several different clients and assist them first before connecting to the company.
Lead Pharmacy Assistant
Kaiser Permanente - Downey, CA
October 2006 to May 2021
I was an acting supervisor for the night shift team of 18 agents and assisted with helping day shift teams when I arrived at work at 3:30pm. I monitored phone dashboards to ensure department goals were being met. I typed & review prescriptions that are being ordered to be shipped out to members. Worked on data entry, third party, billing, contacting prescribers for new or discontinued prescriptions members are requesting to fill. We make outbound calls if payment declines, or need approval for high co pays of $150 or higher. Created standard operating procedures with 4 other team leads. Trained assistants on different tasks, reports and benefits. Trained in Medi-Cal, Medicare & different third party payouts. Medical terminology and HIPPA familiarity.
Education
High school or equivalent
Bellflower High School - Bellflower, CA
September 2004 to June 2005
Skills
• Microsoft office (10+ years)
• Customer Service Skills (10+ years)
• Billing (10+ years)
• Data Entry (10+ years)
• Excel (10+ years)
• Filing (10+ years)
• Lotus Notes (7 years)
• Medical Terminology (10+ years)
• Team Building (10+ years)
• Word (10+ years)
• Windows Xp (10+ years)
• Customer service
• HIPAA
• Pharmacy Technician Experience
• Medical Billing
• Computer skills
• Insurance verification
• ICD-10
• Medical office experience
• Medical records
• Experience with Children
• Teaching
• ICD-9
• Leadership (10+ years)
• Customer support (10+ years)
• Leadership (6 years)
• Patient Care
• Phone etiquette
• English
• Communication skills
Assessments
Customer focus & orientation — Proficient
September 2021
Responding to customer situations with sensitivity Full results: Proficient
Customer service — Proficient
September 2021
Identifying and resolving common customer issues
Full results: Proficient
Typing — Highly Proficient
September 2021
Transcribing text
Full results: Highly Proficient
Call center customer service — Proficient
September 2021
Demonstrating customer service skills in a call center setting Full results: Proficient
Work motivation — Proficient
September 2021
Level of motivation and discipline applied toward work Full results: Proficient
Spreadsheets with Microsoft Excel — Familiar
September 2021
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Familiar
Medical terminology — Proficient
September 2021
Understanding and using medical terminology
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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