Customer Service Representative

JASMINE ROWLAND

Philadelphia, PA

267-***-**** *****************@*****.***

OBJECTIVE

Attentive Customer Service Representative skilled in managing patient charts, processing payments and scheduling procedures. Detailed team player with strengths in communication, customer service and multitasking.

Key Qualifications

Multitasking

Time management

Critical Thinking

Problem Solving

Excellent written & verbal communication

Typing (40 wpm)

Planning & Coordination

Microsoft (Outlook, Excel, Teams, SharePoint, etc.)

Data Entry

Software Knowledge (SLAQ, PYTHON, EHR)

Project Management

Knowledge of ICD-9 & ICD-10 codes

HIPAA Knowledge

CUSTOMER CARE REPRESENTATIVE

Intake Representative

Remote – Cigna HealthCare August 2023-October 2023

Processing requests for service, speaking with physicians offices and sites.

Capturing and entering the necessary demographic and medical information, building the case file, providing status updates, and serving as a liaison to the clinical staff when needed.

Communicating with providers regarding patient-related services such as verification of benefits, verification of eligibility, pre-certification, and other general physician- patient care support needs.

Exercising HIPAA while handling patient information with doctor’s office, authorized personnel, etc.

Benefit Advisor CSR

A-Line Staffing Solutions-Pittsburgh, PA April 2022 - December 2022

●Communicating with providers regarding patient-related services such as verification of benefits, verification of eligibility, pre-certification, and other general physician- patient care support needs.

●Navigating and engaging medical multiple systems while utilizing various communication channels with clients (email, phone, chat.)

●Exercising HIPAA while handling patient information with doctor’s office, authorized personnel, etc.

●Maintained accuracy rate of 97%

●Routinely handled 75+ calls, 'Held customer satisfaction rate of 99%

Health Care Assistant (Temp) July 2021 to December 2021

Accolade- Plymouth Meeting, PA

●Offering guidance to providers regarding their patient's eligibility, coverage, pre- certification denials and appeals processes.

●Educating providers on how to reduce errors in pre-certification process due to lack of information and educating them on how to support their patients most effectively in the appeals process.

●Maintained accuracy rate of 97%

Customer Service Representative Agent January 2018 to June 2021

AC Construction Services-NJ

●Initial point of contact for customer orders, emails, and inquiries.

●Provide superior customer service by listening and analyzing data to ensure quality assurance.

●Proficiently resolves and handles customer complaints. change orders and issues using empathy and active listening.

●Create accurate and timely member documentation concerning all inquiries taken in accordance with established protocols to ensure resolution is provided and presented in a clear and accurate manner.

●Strive to resolve an inquiry on first contact while ensuring that the inquiries have been addressed to the customer’s satisfaction by using all resources in an efficient and timely manner

●Maintained accuracy rate of 97%

●Routinely handled 75+ calls, Held customer satisfaction rate of 99%

Customer Service Associate December 2016 to January 2018

Go Brand - Trainer, PA

●Answering telephones, providing outstanding customer service, answering customers, questions, and concerns.

●Resolve any issues with our on-demand partners and provide support for the field and Service Center teams.

●Maintain a positive, empathetic, and professional attitude toward customers always.

●Maintained accuracy rate of 97%

●Routinely handled 75+ calls, 'Held customer satisfaction rate of 99%

High School Diploma

Abraham Lincoln HS

June 2011

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