Team Member Customer Service
Resume:
Jennifer Coursey
Lyons, GA *****
*********@*****.***
Dependable team member trained in register operations, customer service, and Help Desk. Contributes to smooth front-end operations and goes beyond requirements to handle customer needs. Reliable, team-oriented, and efficiently completes assignments. Work Experience
Customer Support Associate II
ResMed - Lyons, GA
February 2023 to Present
Customer Support Team Member. Work within Sales Force . I troubleshoot calls, chats and emails in regards to issues with in the Software. I work with a Team and individually. I am Proficient with Zoom, Microsoft Teams, Outlook, Salesforce and Workday
Support Service Coordinator
Affinis Hospice/CHSGa Home Health - Vidalia, GA
November 2018 to February 2023
Set up equipment – iPhone/iPad/laptops/desktops
Support with Matrixcare issues within the company- SuperUser Ordered equipment- iPhone/iPad/laptops/printers/desktops Set up security software
Keep all equipment compliant with software and equipment updates Send to Helpdesk if needs a higher tier of technical support Discussed curriculum changes with department staff and principals to facilitate action plans. Facilitated staff meetings to convey policy changes and hear employee input. Developed instructional methods and content for associate Annual learning Created new accounts, reset passwords and configured access to servers and file management software for users.
Assisted customers with various types of technical issues via email, live chat and telephone. Maintained records, logs and lifecycle documentation of work requests. Increased overall company performance through improved IT uptime and cost reductions. Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.
Documented and updated case notes for each customer and work order. Opened service tickets for clients, documenting user information and description of problem. Maintained compliance with established and updated policies and procedures with minimal supervision. Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
Served as first point of contact for incoming technical service calls and emails. Initiated shipments to send equipment to clients and tracked return shipments. Administrative Assistant
Affinis Hospice/CHSGa Home Health - Remote
June 2017 to November 2018
Assisted HR with new hires
Developed administrative processes to achieve organizational objectives and improve office efficiency. Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
Prepared and prioritized calendars and correspondence. Responded effectively to sensitive inquiries or complaints. Utilized editing programs to proofread content for typo-free emails, memos and documentation. Coordinated appointments, meetings and conferences. Answered phone calls and emails to provide information, resulting in effective business correspondence. Obtained scanned records and uploaded to database. Delivered exceptional customer service through direct communication with clients and team members. Oversaw office inventory and timely reordering of supplies. Processed financial documents, contracts, expense reports and invoices. Responded to inquiries via email, telephone and social media platforms. Scheduled and coordinated meetings, appointments and travel arrangements for managers or supervisors.
Conducted accounts receivable duties by invoicing, researching chargebacks and analyzing discrepancies and reconciliations.
Registrar FRONT OFFICE COORDINATOR and
BILLER, Meadows Regional
December 2012 to June 2017
Thoroughly investigated past due invoices and minimized number of unpaid accounts Recorded and filed patient data and medical records Carefully reviewed medical records for accuracy and completion as required by insurance companies Directed patient flow during practice hours, minimizing patient wait time Examined diagnosis codes for accuracy, completeness, specificity and appropriateness according to services rendered
Scheduled patient appointments
Completed registration quickly and cordially for all new patients Monitored shared email in-boxes and ensured inquiries were addressed Consistently ensured proper coding, sequencing of diagnoses and procedures Quickly responded to staff and client inquiries regarding CPT codes Added modifiers as appropriate, coded narrative diagnoses and verified diagnoses Confirmed patient information, collected co-pays and verified insurance Posted charges, payments and adjustments
Accurately entered procedure codes, diagnosis codes and patient information into billing software. Registrar
Optim Healthcare - Reidsville, GA
August 2011 to December 2012
Registered patients for surgery
Recorded and filed patient data and medical records Arranged and assisted with hospital admissions
Scheduled surgeries and procedures in conjunction with Surgical Coordinator
Confirmed patient information, collected co-pays and verified insurance Consistently informed patients of their financial responsibilities prior to services being rendered Remained up-to-date with all insurance requirements, including the details of patient financial responsibilities, fee-for- service and managed care plans Efficiently performed insurance verification and pre-certification Education
Diploma in Medical Assistant
Southeastern Technical College - Vidalia, GA
January 2000 to December 2000
Skills
• Staff and educator guidance
Data-driven instruction
Technology integrations
Team collaboration
Computer skills
Teambuilding
Planning & organizing
AR/AP
Accounting support
Data entry documentation
Mail management
Advanced MS Office Suite knowledge
Timeline Planning and Management
Insurance eligibility verification
Check processing
Microsoft
Strong problem solver
Data entry
Resourceful
Social media management
Health insurance processing
Office supplies ordering
Administrative skills
Cash transactions
Front office management
Technologically savvy
• Live Chat
• Help Desk
• Insurance Verification
• Typing
• Organizational skills
• Microsoft Word
• English
• Microsoft Outlook
• Time management
• HIPAA
• Office experience
• Databases
• Communication skills
• Medical records
• Medical terminology
• Documentation review
• Adobe Acrobat
• Customer service
• Google Docs
Contact this candidate