Customer Service Call Center
Resume:
JUDY DANIELS-BURTON
BALTIMORE,MARYLAND 21239
ad5v6w@r.postjobfree.com
CAREER SUMMARY, ABILITIES AND STRENGHTS:
Self-motivated achiever with extensive experience in customer/patient oriented settings requiring outstanding communication, accuracy, customer service and follow-through
In-depth experience in patient registration, insurance verification/authorization and patient scheduling
Exceptional ability to prioritize and manage simultaneous task and adapt well to changing or new situations
Extremely proficient in clarifying and processing highly detailed information
Unique capacity to train, coach and develop employees to higher levels of responsibility
Ability to work effectively in a demanding and fast paced work environment
Familiarity with charge entry
Call center management experience
Conflict resolution proficiency
EDUCATION:
Associate of Arts Degree in General Studies, 1996
Baltimore City Community College
Further Professional Education:
The Great Workplace: Building Trust and Inspiring Performance
Managing My Time and Priorities
It’s Not My Fault: Dealing with Difficult Patient Behavior
The First Time Manager
Service Excellence
PROFESSIONAL EXPERIENCE:
Amazon, Baltimore, MD, 2016-2017
Fulfillment Associate
Processed orders through the fulfillment systems
Provided accurate documentation for all service
Strong attention to detail along with excellent organizational and time management skills
Ability to work a flexible schedule and multitask in a fast pace environment
Piece Picking by item number/quantity/location
Ability to work independently or as part of a team
Quality checked every order for quantity and product accuracy
Kennedy Krieger Institute, BALTIMORE, MD 2015-Present
Supervisor- Care Management Operation
Coordinate the various components of the insurance verification and pre-registration processes, including interviewing patients by phone to obtain demographic, employment, insurance and financial information
Employee evaluation
Q/A medical documentation for accuracy to ensure all benefits have been cleared in order for revenue to be generated in a timely fashion
Coaching, monitoring in-coming/out-going phone calls for outstanding customer services
Resolving any complaints within timely manner to maintain the highest level of satisfaction
Using the AS400 and IAMS Systems
FACULTY PRACTICES, INC, BALTIMORE, MD 2009-2015
Team Lead- Neurology Outpatient Clinic
Provided direct supervision of the front desk personal of the day-to-day operations of a very busy neurology ambulatory outpatient clinic
Provided leadership and guidance to both the clinical and clerical staff to ensure maximum productivity
Engaged in daily huddles with the front desk staff to discuss and distribute work
Monitored calls and offered positive feedback
Created a training manual for new hours
Researched and resolved patient scheduling issues
University of Maryland Medical Systems, Baltimore, MD 2005-2016
Admitting Specialist- Shock Trauma Registration
Responsible for obtaining registration information for newly arrived patients to the Shock Trauma Unit, name demographics and insurance, conducting a bedside interview
Accurately inputting the information into the EPIC System
Obtaining all signatures required on registration forms and releases
Serves as an liaison between waiting families and the Trauma Medical Team
Counsel patients on obtaining insurance and reimbursement procedures for hospital services
Judy Daniels-Burton
1200 Gleneagle RD
Baltimore, MD 21239
Dear Sir or Madam:
Please accept this letter as expressed interest in a position with your organization. I am forwarding a resume for your review and consideration, but would also like to draw your attention to several points of reference.
As a highly motivated and energetic individual with more than 20 years of combined experience in customer/patient settings as well as call centers environments. I am seeking an employment opportunity in which my work experience and skills will make a valuable contribution. Previously I held the position of Front Desk Team Lead for Faculty Practices, Inc., in which I was responsible for training, coaching and supervising a 7 person team, ensuring patient flowed through the clinic while delivering outstanding customer service.
Other positions held were Senior Supervisor, for a state contractual insurance licensing agency overseeing the processing of applications for insurance licenses for up to 79,000 agents and agencies in the state of Maryland. I was Customer Service Representative, emergency services for Baltimore Gas Electric Company, answering over 100 calls per day.
On a personal side, I consider my strengths to be organization, outstanding communication and training skills, a positive and professional manner. I work equally well as a dedicated team member and in leadership roles.
If given the opportunity, I am confident that I will be an asset to your organization and look forward to a personal interview at your earliest convenience
Thank you for your time and consideration.
Sincerely,
Judy Daniels-Burton
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