Teresa M. Verre

Largo, Florida *****

727-***-****

ad1hjy@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Flexible, detail oriented customer service professional with over 25 years’ experience in all phases of customer account operations including issue identification, problem solving, government regulations, record keeping, and first call resolution. Known for exceeding the expectations of clients and management.

PROFESSIONAL EXPERIENCE

CONIFER HEALTH SOLUTIONS, St. Petersburg, FL April 2018- April 2023

Customer Care Representative

Answer inbound customer service calls as well as process outbound follow up calls in a professional, service oriented manner

Assist patients with management of their hospital accounts. Research possible missing payments and disputes to their accounts.

Set time payment arrangements on patients’ accounts, as well as take payments by credit care, debit, and HSA and FSA cards.

Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution

LINCARE, INC, Clearwater, FL Aug 2017-Present

CPAP Supply Center Call Center Customer Service Representative

Communicates with customers via inbound and outbound manual or automated calls regarding their CPAP supplies.

Assess customer needs for additional products and services.

Documents calls in computerized record keeping system.

Complies with Board of Pharmacy rules and regulations.

FRANK CRUM STAFFING, Clearwater, FL June 2017-Aug 2017

24-7 Intouch Customer Service Representative

Responsible for assisting customers choosing clothing items via online chat.

Assisted customers with various online payments.

Helpdesk support for returns on online clothing items.

Responsible for meeting specific performance objectives.

CONIFER PATIENT COMMUNICATIONS, St. Petersburg, FL June 2015-May 2017

Survey Interviewer Representative

Interviewed patients regarding their experiences as emergency room patients, outpatient services patients, outpatient surgeries patients and inpatient stays at the hospital.

Adherence to guidelines established by the Centers of Medicare and Medicaid Services requiring compliance with federal quality audits.

Comments recorded verbatim by interviewer and are reviewed for quality assurance.

NIELSEN RESEARCH COMPANY, Oldsmar, FL Aug 2014- June 2015

Research Interviewer/Customer Service Representative

Adhere to company policies with regards to delivering scripts verbatim.

Accurately code each phone contact.

Comply with strict guidelines for obtaining consistently unbiased data.

Consistent good customer services techniques.

UNITED HEALTHCARE, Oldsmar, FL July 2009- Aug 2014

Customer Service Representative

Receive inbound calls from members requesting information about their plan benefits, and claims issues.

Document all information received and provided to members and providers regarding their patients’ accounts.

Order materials for members upon request, and assist with provider searches.

Process requests involving enrollment issues.

Conference with United Healthcare pre-authorization department to assist members with pre-authorization process.

Assist and educate patients with attaining their medications through OptumRx.

Access several applications to assist members and providers with accurate information.

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EDUCATION/TRAINING

Associate of Arts, General Studies/Liberal Arts, Suffolk County Community College, Selden, NY

In-house GE courses in Banker’s Edge Regulatory Compliance, Customer Centricity, and First Call Resolution

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