Customer Service Specialist

Tia E. Boston

*** **** ****** • Pottstown, Pa ***64 • 484-***-**** • ************@*****.***

Motivated, personable business professional with 15+ years of experience in healthcare and customer service roles. Accustomed to handling sensitive and confidential information. Tactful with professionals and non- professionals of all levels. With my skill set I’ve had to demonstrate and produce accurate and high-quality reports in order to meet stringent deadlines. Identifying trends and implementing enhancements to the current daily processing workflow to create a seamless future state of business. Analytical, result-oriented professional with proven success in streamlining procedures, improvements, increasing department efficiencies through effective business strategies.

Training/Computer Skills

Microsoft Office Suite, emailing, web browsing programs, widows operating systems, AS/400, PowerTrak, MedManager, MedVantage and internal billing systems. Professional Experience

Reading Truck Reading, PA 5/19 - 12/23

Customer Service Specialist II

• Leading customer service representative providing exceptional support to external customers.

• Coordinate and analyze customer order/load details to minimize freight cost by utilizing all space for each delivery.

• Interactive with other departments to ensure equipment availability for alignment with each customers order dates.

• Monitor all current activity to provide feedback and new ideas to aid in the improvements of the department and company for efficiency and cost effectiveness.

• Excellent organizational skills required to work under pressure to manage multiple tasks ongoing.

• Demonstrates analytical skills for resolving all customer requests.

• Ability to collaborate with customers while utilizing multiple messaging platforms to interacted internally to provide customer satisfaction.

MedRisk, Inc. King of Prussia, PA 8/16 – 5/19

Senior Provider Relation Specialist

• Liaison and manage Corporate Accounts resolving contractual disputes and service issues with providers.

• Ensure deliverables are met and adhered to accessing, researching and documenting a variety of provider databases to maintain demographic, credentialing and contractual information.

• Educate providers on policies and procedures as it pertains to network participation.

• Verification of licenses and malpractice policies in accordance with state laws.

• Maintain and ensure client data is accurate and up to date within each client portal.

• Recommend modifications and improvements on operations process, systems, policies and procedures MedRisk, Inc. King of Prussia, PA 02/2013 – 08/2016 CDT Analyst II

• Responsible for updating and verifying information for cases that already exist in MedManager

• Open new cases that includes contacting adjustors, medical providers and account representatives.

• Improve current workflow and consistency of the daily responsibilities.

• Maintain and ensure client data is accurate and up to date within each client portal. MedRisk, Inc. King of Prussia, PA 01/2011 – 02/2013 Bill Review Coordinator

• Manage, provide consultation services including measurement and controls

• Monitor and maintain several queues on a daily basis

• Equipped to work in many queues such as Bills NIS, Nones, CM waiting for CSC, IP waiting, Bill waiting for CSC, missing information queue.

• Work with various business units in connection with the ensuring process are implemented with a seamless state of business

Nova Records a Cornerstone Company, Norristown, PA 06/2009 – 01/2011 Customer Service Specialist

• Process client requests that consist of highly confidential medical records, legal files and all classified files.

• Manage a five-line switch board to answer client concerns and handling client requests.

• Attend compliance and management meetings to ensure the handling of all client sensitive correspondence is handled properly.

Coventry Health Care, King of Prussia, PA 02/2008 – 02/2009 Associate Technical Claims Specialist

• Process adjustments in accordance with policies and procedures in an accurate and timely manner.

• Servicing customers by processing claims and electronic work queues including HFCA 1500 and UB92.

• Excelled in meeting and exceeding customer service requirements.

• Reviewed pending claims to determine the appropriateness of the claim status.

• Take responsibility for completing assignments and bringing all outstanding issues to closure.

• Maintain production, claims quality standard, accurate and complete documentation. Aerotek, Wyomissing, PA 05/2007 – 010/2007

Administrative Assistant (Reading Hospital)

• Interpret and process many duties handed down from directors and department heads.

• Work closely with doctors in the ER and the Sleep Center.

• Excelled in meeting and exceeding customer service requirements.

• Review and inputting the details of EEG’s, dictation of doctor notes, billing requirements for many insurance companies using ICD-9 codes.

• Setting up appointments and meeting venues outside of the hospital facility. Waste Management, Gilbertsville, PA 09/2003 – 05/2007 Inbound Service Associate

• Improve supplier relations and inventory controls by effectively managing procurement activities.

• Increase department efficiencies through the implementation of a quality management system.

• Teaming with departs to establish procedures, follow up calls, metrics and accountability.

• Establish internal billing station and building and internal billing team.

• Streamline procedures enabling project results to be compared to original proposals by instituting an effective plan for comparison and evaluation charts. Education

Montgomery County Community College – Healthcare Administration (present) Berks Technical Institute – Computer Science and Technology (July 2001 to July 2002) References

Available upon request

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