Whitley Jermain

ad3q7v@r.postjobfree.com 816-***-****

Kansas City, MO 64131

SUMMARY

Effective Customer Care Specialist with 10+ years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.

SKILLS

Power Chart, Excel, Microsoft Word 2008-2010, EMR, EHRS, Outlook, BLS

Account Management

Coach

Community Relations

Customer relations

Customer Service

Insurance

Mortgage

Inventory

Leadership

Excel

Outlook

Microsoft Word

Team Captain

Problem Solver

Producer

Researching

Adaptor

Team Player

Time Management

Trainer

Detail-oriented

Problem solving

Time management

Team leadership

Resolving customer issues

Multi-tasking

Troubleshooting

EXPERIENCE

College Park Family Care Overland Park, KS June 2022- now

Schedule appointments

Handle packages & mail that come thru the office

Co-Chair of Employee Advisory Group (EAG)

Manage three providers schedules

Transitioned to MOS in the allergy department Oct 2023

Schedule appointments

Bill for allergy injections

Nations Lending Services Merriam, KS Sept. 2020- May 2022

Prefund accounts for funding

Train new hires

Help my team lead produce ways to better the learning process of our jobs.

Work my team and the team of any co-worker that is out for the day

Transitioned to Trusted Title within NLS in 2021

Funded mortgages to OpenDoor from client

Aerotek for Adventist Health Overland Park, KS March 2020-Sept. 2020

Contact patients to see if they would like to Pre-Register for their upcoming appointment.

Work accounts by verifying insurance and finding icd10 codes

Multitask by contacting patients to working accounts to answering return calls from patients.

Alliance Data Lenexa, KS December 2018 - February 2020

Answer phone calls from customers with questions or information on a store card.

Activate cards, put in disputes, go over charges/balances with them as well.

Build relationships with customers so they will continue to use the store cards we offer.

AppleOne for NHA Overland Park, KS November 2017 - December 2018

Answered phone calls, emails and chats from students and instructors for Ascend Learning to assist with questions and orders for high schools and colleges' NHA program.

8 Certifications are offered by NHA, that we provided exams and study material for.

Sterling Pharmacy Independence, MO July 2017 - September 2017

Take calls from nursing homes and hospices for refills or new patients.

Put in new orders and refills while admitting patients and updating their accounts.

Helped in the back on orders when needed

Allied Global Services for Cerner Corporation Lenexa, KS August 2016 - July 2017

Travel the United States for Cerner Corporation to medical facilities to educate staff through the transition to electronic charting.

Coach medical staff on PowerChart program usage.

Contracted for CDCR institutions in the California State Prisons, Moffitt Cancer Center, and Health South.

After Cerner projects ended, I was contracted with Blue Cross Blue Shield for Producer Program Support.

Worked at Kohl's as well from March 2017-June 2017

TriWest Healthcare Alliance Kansas City, MO August 2015 - September 2016

Point of Contact for veterans and doctors' offices to schedule appointments.

Assigned to a special team to further assist Veterans and improve customer relations with TriWest and Cox Hospitals in Springfield, MO.

Worked at Sam's Club as well from August 16-May 17.

CVS Caremark Lenexa, KS January 2014 - March 2015

Ensure Specialty medications are transported to patients by the following day.

Contact clinics to get new prescriptions for medication refills.

Build positive relationships with patients.

Med4Home Kansas City, MO August 2012 - September 2013

Refill and ship prescriptions as needed.

Maintain customer relationships contact them the next month.

Walgreens Pharmacy Warrensburg, MO April 2009 - December 2011

Fill prescriptions for patients.

Call insurance companies and clinics.

Help customers complete purchases.

EDUCATION AND TRAINING

Bachelor's of Science: Communications, Public Relations, Psychology

University of Central Missouri Warrensburg, Missouri

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