Rhonda Griffin

McKinney, Texas *****

Email: ad253g@r.postjobfree.com

Cell: 469-***-****

Professional Summary

Experienced Customer Service Representative proficient in handling 70+ calls per day in a fast-paced inbound call center

Able to assess customer need, then interpret and explain complex prescription benefit plans

Proficient in a wide variety of software applications including AS400, People safe CRM, Microsoft Word, Excel, Access, PowerPoint, Outlook Express

Quick Learner

Extremely organized

Shows consistent growth in performance improvement

Professional Experience

Provider Service Representive / Credentialing

United Health Group

May 2016 – September 2020

Respond to complex customer calls

•Resolve customer service inquiries which could include:

Credentialing (background checks for Providers)

Apply knowledge / skills to a range of moderately complex activities

Demonstrate great depth of knowledge / skills in own function

Sometimes act as a technical resource to others in own function

Proactively identify solutions to non – standard requests

Solve moderately complex problems on own

Work with team to solve complex problems

Plan, prioritize, organize and complete work to meet established objectives

May coordinate work of other team members

Extensive work experience within own function

Work is frequently completed without established procedures

Works independently

May act as a resource for others

May coordinate others activities

REO Utility Transfer Specialist / Billing /Invoice Payment Specialist

Ecova

March 2012- September 2015

Providing customer service regarding utility transfers and process customer financial information

Responsible for monitoring and maintaining assigned utility accounts- customer calls, customer reconciliations and processing credit memos.

Set up adjustments for foreclose properties. Communicate & follow up effectively with utility vendors regarding customer accounts on a timely basis.

Generate all client invoices by respective due dates. Receives and process vendor invoices

Review all data inputs to verify accuracy before sending invoice to client and posting payments

Maintain 80 degree of accuracy on all keyed data entry fields

Ability to work with high volumes of data and develop standardized / repeatable practices and procedures Quality Assurance

Leadership over the team Quality Assurance (Lead)

Customer Service Representative

October 2006 to June 2011

CAREMARK – Richardson, Texas

Placed refill orders for members

Analyzed and explained details of prescription benefit plans to members

Instructed members on using their mail order prescription option

Provided copayment information and alternatives for cost savings

Answered billing questions

Selected to assist research team with notifying members of the results of complex research requests

Focused on providing quality, world class customer service

Medicare Screener

April 2000 to October 2006

United American Insurance Company – McKinney, Texas

Calculated claim payments and created offer documents

Analyzed documentation and determined action to be taken on submitted claims

Created special letters to send to insured and providers when necessary

Documented all submitted claims for local office in online claim system

Maintained a daily count of all claims processed

Updated reference material and researched any inquiries regarding claims

Education

McKinney High School 1992

McKinney, Texas

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