Customer Service Representative

Kelly Purnell

All About People 602-***-**** Phoenix, AZ 85018

Work Experience

Customer Service Representative

MTM - Remote

March 2024 to April 2024

Handle inbound calls from Members, Clients, and Facilities to verify eligibility and coordinate nonemergent transportation and/or paratransit services utilizing transportation management systems to meet contract service levels.

Provide top-quality customer service experience to a diverse customer population

Schedule trips in the most cost-effective manner

Meet job-specific key performance indicators and goals

Respond to all inquiries in a timely and professional manner

Recognize, handle, and refer to situations of an emergent nature

Respond to and document customer complaints

Provide support on special projects as needed

Some contact center locations may require face-to-face contact with members to answer general questions about services provided, selling bus passes, or receiving mileage reimbursement logs. As skills progress, may be selected to perform in a team lead role to support the Supervisor and team when needed.

Case Manager and Other Behavioral Health Positions

Desert Medical Careers (TEMP AGENCY) - Phoenix, AZ

April 2020 to October 2023

Enable non-clinical services that facilitate access to timely and appropriate care, such as referrals to transportation, case management, and education.

Engage in community outreach activities as directed by Integration Manager/Leadership which may include participation in community health fairs, working on the Mobile Medical Unit, within clinical teams on outreach activities, and other activities as assigned.

Assist patients with completing brief applications and registration forms.

Assess for eligibility of DES benefits and coordinate benefits enrollment through follow-up with uninsured patients to ensure timely referral to DES and/or other community eligibility service providers. Provide education and support to patients with chronic health concerns.

Assist patients in understanding care plans and instructions; document activities, progress toward care plans, and barriers in an effective manner while strictly adhering to the policies and procedures in place. Serve as a liaison between health/social services and the community to facilitate access to services and improve the quality and cultural competence of service delivery.

Work within the integrated health team to achieve comprehensive and coordinated care.

Attends daily team huddles in clinic, clinic staff meetings, and team meetings.

Completes all required documentation within established organizational timeframes. Occasionally works in the community under the supervision and direction of the Integration Manager.

Build and maintain positive working relationships with the patients, providers, nurses, medical support staff, case managers, agency representatives, supervisors, and office staff.

Transporting patients to and from medical and social resource appointments. Other duties as assigned.

2 highlighted contracts via Desert Medical Careers

Customer Navigation Coordinator Honor Health - Phoenix, AZ

Schedule appointments in EMR in alignment with scheduling guidelines based on patient convenience, location, and insurance plans. Will also facilitate insurance verification and collects co-payments. Soft call transfers to non-employed specialty physician offices as warranted.

Recommend next best actions or cross promotional opportunities to customer to educate on appropriate additional services or health education campaigns. Document all caller information in customer relations management (CRM) tool for marketing follow-up.

Respond to inbound inquiries and appointment scheduling requests regarding medical services, specialty referrals via phone, email, work queues or online forms. In addition, will respond to inquiries and registration requests for way-finding, educational seminars or tour registrations via phone, email or online forms.

Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution.

Elevate voice of customer opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledge-base. Assist customers in enrolling and increase customer utilization of My Chart App (EPIC EMR).

Customer Service Representative Bayless Integrated Healthcare - Phoenix, AZ

Type 75wpm with 100% accuracy.

Adheres to and participated in Company’s mandatory HIPAA privacy program / practices and Business Ethics and Compliance programs / practices.

Research callers’ issues/problems and find solutions.

Billing of claims to the appropriate party.

Follow up with Insurance timely.

Assist in resolving balances on the patient account.

Timely follow up with patients.

Correct and refile claims with the insurance.

Take patient complaints, post discounts, set up budget plans, follow up with medical records department and provide estimates.

Emergency Dispatcher

American Medical Response - Glendale, AZ

September 2019 to January 2021

Allocated EMS resources properly as the need arises by application of appropriate decision-making rules and approved protocols, Responsible and accountable for completeness and accuracy of paperwork related to position prior to completion of shift, Responsible for accurate and complete data entry for the shift, Responsible for generating applicable reports and checking for accuracy, Assists in locating scene of incidents and selecting the safest, fastest route to such scene using all available locater aids, Relayed instructions from supervisors, messages, and emergency information. Maintained a current working knowledge of all company policies, procedures, rules, regulations, and memorandums, Responsible and accountable for updating management and operations personnel on any changes affecting the company and/or extraordinary situations, Responsible and accountable for updating management and operations personnel on any changes affecting the company and/or extraordinary situations.

Followed established parameters/formats in receiving requests for service, Responsible for knowledge and use of equipment, including but not limited to the computer, printers, 911 equipment, recording devices, telephones, and other equipment as assigned by superiors.

Ability to communicate clearly on the radio and telephone. function effectively in stressful situations.

Working knowledge of Operations and Communications policies and procedures.

Thorough knowledge of EMS and other public safety resources available in the area.

General knowledge of Federal Communications Commission rules and regulations that apply to EMS and Public Safety/Special Emergency Services.

Ability to plan and organize the activities of a unit.

Ability to record, transmit, and report information accurately.

Ability to efficiently utilize all equipment assigned to him/her.

Ability to manage multiple tasks simultaneously.

Ability to establish priorities.

Possess good typing skills with speed and accuracy necessary to efficiently process emergency and nonemergency calls.

Ability to understand basic computer applications.

Following training, ability to adequately implement concepts of Emergency Medical Dispatcher.

Must meet minimal competency scores on exams designed to measure proficiency in spelling, grammar, clerical skills, EMS knowledge, computer skills, typing, recall and other telecommunicator skills.

Knowledge of the EMS services available in the area, their capabilities, limitation, locations and accessibility. Specifically, knowledge pertaining to first responder and other public safety response and inter-facility patient transports.

Front Office/Dispatch

West Valley Management - Glendale, AZ

May 2018 to April 2019

Answering income service request via email/phone. Administrative and clerical tasks (such as scanning or printing).

Transfer clients to the correct department for further assistance, maintained updated list of available service providers, handled daily heavy flow of paperwork, dispatched drivers daily for pickups & drop offs, maintain efficient coverage of all assignments and de-escalate frustrated clients.

Integrated Health Navigator

Jewish Family & Children Services - Phoenix, AZ

April 2012 to April 2018

Help remove personal and environmental barriers for adult AHCCCS clients looking to take care of both mental and physical health needs, Coordinate physician visits and other medical appointments. Encourage a stable and regular relationship with a primary care provider. Assist clients in obtaining preventative screening (including cholesterol, diabetes, heart disease, asthma, and breast cancer screening) Offer self- management workshops and educate clients around nutrition, healthy eating, and physical activity.

Provide education about medical conditions and recovery strategies. Arrange transportation to and from medical services. Accessing and maintaining insurance coverage. Facilitate communication with health care providers.

Help contact and connect to resources. Teach CDSMP Workshops and Tobacco Cessation Programs

Responsibility to comply with all pertinent regulations under HIPAA, OBHL and the contract.

Family Support Specialist

Friendly House - Phoenix, AZ

August 2010 to December 2011

Establish and maintain records and files according to contract specifications assigned by the Family Services Director. Comply with confidentiality requirements.

Provide in-home instruction to parents to enhance parenting skills as identified in case plan and assessment. Supervise visits between family members and children when appropriate. Arrange for and/ or provide transportation as deemed per case. Assist with Social Services as assigned by Family Services Director or as needed. Maintain progress notes and prepare monthly reports, and keeps Family Services Director informed of case status at all times. Immediately report any unusual incidents and/or changes in the family-to-Family Services Director.

Attend weekly staff meeting, and staff cases with supervisory staff on a weekly basis. Attend DES/CPS staffing, Foster Care Review Boards, and court hearing when appropriate.

Comply with all Friendly House and Family Services Department policy and procedures.

After School Program Associate – parttime

A New Leaf - Glendale, AZ

March 2009 to August 2010

Working directly with kids between the ages of 5 -12. Administering medications, daily schedule planning, Crisis Prevention Intervention, coordinate recreational, living skills, social skills, and educational activities with children in an after-school program.

Promoted client's psychological, emotional, and physical development. Report and document progress daily; adhere to and carry out treatment plan objectives and goals for each individual client; Role model to all clients; supervise and monitor meals and snacks.

Demonstrate knowledge and skills necessary to provide appropriate care, treatment, and services for the behavioral health needs of children and adolescents as well as willingness to learn about individual needs and behaviors, signs and symptoms of common mental disorders as well as an understanding of the principles of human growth and development.

Special Ed Teacher’s Aide – parttime

Dependable Staffing - Phoenix, AZ

February 2009 to January 2010

Assist classroom teacher in performing specific duties as assigned or undertaking specialized tasks to achieve and enhance instructional and behavioral objectives.

Work with individuals, small groups, or large groups as assigned teacher. Assist with behavior modification as assigned by teacher. students with personal care tasks.

Escort students as assigned by teacher or administrator. Monitor students during assigned periods within a variety of school environments for the purpose of maintaining a safe and positive learning environment. Maintain various records and files. Maintain accurate documentation on clients and completing MIPS on time and accurately.

Child Care Worker I to Family Connections Liaison

West Valley Child Crisis Center - Glendale, AZ

August 2006 to September 2008

Provide a safe, home-like environment for children, assist with activities of daily living as needed, provide supervision and mentoring for children placed in home style setting, assists in crisis intervention by intervention in client's natural setting to provide support, behavioral interventions and de-escalation techniques, teaching behavioral modification to children to stabilize behaviors, maintain accurate documentation on client's level of participation in program and completing intake/discharge, Provide and ensure a setting that is clean, safe, home-like and provides age-appropriate toys and activities that engage the child(ren) and parents during the visit.

Provide and have open discussions with the resource families and biological families regarding the well-being of the child, behaviors, concerns, future visits, etc. Review referral information provided by ACYF Case Managers regarding details of visits. Communicate with CPS Specialists on the criteria of the visitation agreements to be signed by the parents at the intake process. Schedule and discuss the criteria for the visits with the parents before the visits start with the child (ren) at an initial intake. Schedule a face-to face with each of the parents of the child (ren) being served; the children shall not be present at this initial meeting. Review the Visitation Agreement and review ground rules for the visits, including any exceptions or additions needed to meet the specific needs of the case.

Provide coaching, mentoring opportunities and redirection to parents during the visits in areas such as behavior, communication, and child development. Document all visits and conversations with child (ren) and parents. Model proper behavior and maintain a professional relationship with the parents, family members and child (ren). Be able to intervene and terminate visits when they become inappropriate or harmful to the child.

Education

High school diploma

San Diego educational complex - San Diego, CA

Certifications and Licenses

Driver's License Present Expires 2052

CPR Certification February 2024 to February 2026 Valid for 2 years

First Aid Certification February 2024 to February 2026 Valid for 2 years

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