John Doup

Upper Marlboro, MD *****

ad19ue@r.postjobfree.com

301-***-****

•Ambitious and determined Customer Service Representative.

Detail-oriented, efficient and organized professional with extensive experience in customer service.

•Possess strong analytical and problem solving skills, with the ability to make critical decisions to accomplish task.

•Excellent written and verbal communication skills.

•Highly trustworthy, discreet and ethical.

•Resourceful in the completion of projects, effective at multi-tasking and prioritizing workload.

•Strong account and customer management skills with extensive knowledge in statistical processes. Authorized to work in the US for any employer

Work Experience

Customer Service Representative

OP Rehab Services July 2018 to August 2021

Anne Arundel Medical Center

•Obtain and enter initial insurance information for a new patient. Confirm existing data if established patient.

•Verify given insurance data by phoning carrier or using online services. Confirm member information and benefits with insurance. Ensure coverage is active and obtain plan specifics regarding co-payment amounts, deductibles, referrals, and restricted services as radiology, injections, etc.

•Document all data including verbal HIPAA request into the Epic system.

•Contact patient and rely all relevant data such as need for a referral, co-payment amount, deductible, etc.

•Confirm the date, time and location of patients' appointment.

•Obtain a completed HIPAA consent form and document in Epic system.

•Assist in formulating policies and procedures to ensure completion of the pre-registration process in an accurate and timely manner.

•Keep current knowledge of major insurance carries rules policies, etc.

•Maintain patient confidentiality at all times.

•Assist and support other team members whenever possible. Perform other related duties as assigned.

Call Center Representative

Righttime Medical Care January 2018 to July 2018

•Act as a first contact representative of the practice to new patients.

•Data entry of demographic information.

Answer incoming calls from patients calling to schedule office visits/urgent care visits.

•Maintain strong knowledge of an assigned physician's schedule and communicating with staff, physicians, and patients regarding physician schedules.

•Answer incoming calls in regard to appointment cancellation and rescheduling.

•Answer incoming calls from patient's and family members concerning test results, prescription requests, patient care, and forward to appropriate staff throughout the company for review and to address those questions.

•Responsible for rescheduling assigned physician schedules when needed to consolidate schedules appropriately.

•Communicate frequently via email and phone and maintain documentation of contacts to provide evidence of duties performed, as needed.

•Communicate procedure preparation instructions to patient's as needed to assure that proper preparation is completed.

•Document encounters in database to ensure others in the company are informed of actions taken regarding patients.

•Abide by HIPAA laws and regulations.

•Other duties as assigned by Manager or Assistant Manager.

Customer Service

MTM-Medical Transportation Management - Washington, DC October 2016 to December 2017

•Liaison for healthcare providers, transportation vendors, medical facilities, and members.

•Perform verification of member insurance and maintain HIPPA guidelines.

•Coordinate member transportation to and from medical appointments.

•Manage inbound calls from members to verify eligibility and coordinate non-emergent transportation to medical appointments.

•Listen and obtain information from callers in a professional, systematic, and organized manner.

•Handle incoming calls via automated call distribution (ACD) system, in a timely manner regarding scheduling transportation, confirming, or cancelling customer's trips.

Tax Assistant

Smith Enterprises LLC - Temple Hills, MD 2012 to October 2016

•Schedule and organize tax works and assignments for tax professional's and practitioners.

•Organize and manage all tax statements and documents relating to clients.

•Maintain inventory; track receipts, send and receive materials.

•Maintain client confidentially relating to their tax matters.

•Effectively maintain and update database and all files.

•Answer and make calls to clients as well as greet guests.

Human Resources Recruiter, (Seasonal)

Macy's - Bowie, MD 2014 to January 2015

•Interviewed potential employees to provide necessary feedback to the hiring team.

•Communicated with both employees and customers in person and telephone daily to provide necessary assistance with purchases and/or merchandise returns.

•Prepared customer online orders through the warehouse fulfilment center and account for proper orders and timely deliveries.

•Handled daily fund transfer to over 80 registers to ensure proper accounting of cashier accounts.

Customer Service Representative The Capital Newspaper - Annapolis, MD February 2014 to August 2014

•Efficiently managed multiple call center telephone lines to engage with customers on a daily basis.

•Maintained customer data base to ensure proper delivery of newspaper and coordinated any changes in service.

•Assisted customers to understand and resolve any problems with service or payments.

•Ensured customer billing was accurate and any concerns were resolved in a timely manner and to the customer's satisfaction.

•Accepted correspondence and processed request in accordance with necessary guidelines to ensure proper routing with other internal departments.

•Prioritized work to manage time and route customer calls to a representative expeditiously to prevent extended wait times.

Independent Contractor

Newspaper Distributor, The Washington Post - Washington, DC March 1999 to September 2012

•Successfully managed distribution for time sensitive newspapers to more than 6000 homes for several Maryland counties and the District of Columbia 365 days a year.

•Solely responsible for hiring and the retention of carriers.

•Trained and supervised over 20 carriers on proper distribution methods.

•Managed over 20 delivery routes to ensured timely distribution of newspapers.

•Processed daily mail to include billing, receiving and posting to customer accounts.

•Maintained bank deposits and customer refund request.

•Provided timely and accurate tax information to both carriers and taxing authorities.

•Implemented automated processing of central billing transactions to ensure accurate account charges.

•Efficiently communicated with customers to resolve billing questions and route changes

Education

High school or equivalent

Friendly High School - Fort Washington, MD August 1985 to June 1988

High school or equivalent

Skills

Call Center (7 years), Customer Service (10+ years), CSR (5 years), Customer Support (4 years), Customer Care

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