Customer Service Representative

Jacquelyn Bailey

Jacksonville, FL *****

****************@*****.*** 904-***-****

Dedicated Customer Service Representative with experience in Clerical medical with extensive experience; motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with customers and exceed quotas. Reliable, driven, with strong time management prioritization abilities.

Work Experience

Eligibility Specialist I

Department of Children and Families – Jacksonville, Fl

July 2023 – Present

•Managing an electronic caseload that varies based on community needs, ensuring that accuracy levels are maintained, and cases are processed within the specified time frame set by federal and state regulations.

•Conducting interviews for applicants through an abundant amount of incoming and outgoing calls, to obtain and verify information needed to determine eligibility for Food, Medicaid, and Cash assistance.

•Establishing and maintaining HIPAA security requirements on multiple electronic filing systems and conducting regular reviews and updates to keep information safe and streamline productivity.

Logistics Dispatcher

HTS Logistics – Jacksonville, FL

January 2022 – June 2023

•Monitoring loads from different vendors and utilizing an electronic database to sell merchandise/loads at the most cost-effective price for the company.

•Maintaining a flow of incoming phone calls, team’s messages, and emails using Microsoft Office to effectively communicate with all aspects of the office to promote a productive workflow.

• Responsible for creating route friendly postings for product loads to increase attraction and drive bookings so that merchandise is successfully transported to areas with difficult routes for drivers.

Dispatcher/Customer Service

SLB logistics - Jacksonville, FL

November 2020 - April 2021

•Maintaining call logs, monitoring routes, transferring messages, and directing field units, and responding to any issues on-site and then following up by coordinating with the appropriate departments or field units.

•Operate and manage a multi-line telephone console system. Answering emergent and non-emergent calls while using proper documentation skills.

•Supervise the route and status of field units to prioritize their daily schedule and keeping an open line of communication with both tractors off and on-site by radio, phone or computer to ensure products are delivered in a timely manner.

Registered Chiropractic Assistant/Front Office Coordinator

Physician's Group, LLC - Jacksonville, FL

July 2019 - October 2020

•Assist chiropractic doctor with outstanding paperwork, filing, and documentation of today’s cost/work via electronic, also scanning in paperwork under certain categories. Uploading and scanning in personal information into patients account in EHR under right tabs.

•Answer phones, set up appointments for patients, transferring patients to the right department to get further assistance on their case. Scheduling patients for MRIs, DMX and Dynamo within reasonable time frame

•Guide patients with physical therapy, help assist with stretching, doing manual therapy with permission from chiropractor, placing patients on traction and heat and stimulation for relaxation of the muscles.

Chiropractic Assistant/Front Office Specialist

Bartram Family Chiropractic - Jacksonville, FL

January 2017 - April 2018

•Thoroughly completed new patient charts from check-in to room intake, including insurance and payments and documentation of basic vital signs and HPI.

•Assisted office manager with filing and tracking insurance claims as well as outstanding receivables from other patients. Responsible for creating monthly log of past due insurance claims and client invoices.

•Responsible for organizing appointment schedule each day and keeping doctor updated on status of each appointment. Use of both paper and electronic documentation systems to hold patient information while maintaining HIPAA security requirements.

Customer Service Representative - Collections

NCB Management Services Inc - Jacksonville, FL

December 2016 - August 2017

•Conducted outgoing calls and managed a shared queue of incoming calls with other staff to professionally serve clients with collection accounts. Documented all methods of contact with clients in the system to maintain accurate liability of the company and easier review of client accounts until debts were paid in full.

•Answered questions concerning customers credit history, interest rates, while educating customers on different financial programs to satisfy customer needs and resolve account discrepancies.

•Learn and abide by all company policies and laws regarding collection practices.

Education

High School Diploma - Atlantic Coast High School - Jacksonville, FL

Skills

•Proficient in use of Microsoft Office/Windows

•Accelerated Learner

•Profound in customer service

•Active listener and exceptional communication skills.

•Professional phone etiquette

•Excellent Time Management

•Effective Typing Skills

•Analysis and Research Abilities

•Adroit in Documentation, Organizational skills, and Detail

•Introductory Medical Terminology

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