Call Center Customer Service

PAMELA HEAD

**** ********* ****** ****** ******, MI 49022 269-***-**** 269-***-**** *********@*******.***

PROFESSIONAL PROFILE

Highly-regarded professional with 20+ years of administrative, customer service, and call center experience. Able to provide timely and accurate data to ensure reimbursement for patient services and communicate effectively with co-workers, patients, and staff. Follows policies, procedures, and guidelines to ensure quality. Maintains and safeguards patient privacy and confidentiality.

Strong written and verbal communication skills.

Performs at high levels of productivity in fast-paced environments.

Provides leadership by creating a positive work environment and building effective relationships.

Communication Platforms: Zoom.

Microsoft Office Applications: Word, PowerPoint, Excel, Outlook, Access, and Publisher.

Types 65 WPM; 10-key Data Entry Skills.

NTI University – Certified Remote Call Center Agent (RCCA)

KEY QUALIFICATIONS

Medical Billing Accounts Receivable Collections Co-Pay Deductibles Co-Insurance EOBs

Revenue Cycle Management Posting Payments Government (Medicare & Medicaid) Third Party Payers

Electronic Health Records (EHR) Electronic Medical Records (EMR)

Managed Care (HMO, PPO, and POS) Workers Compensation

Insurance Verification Insurance Claim Processing CMS 1500 CMS 1450 (UB-04)

Front Office Operations Medical Office Procedures Scheduling

Medical Terminology Anatomy & Physiology HIPAA Compliance Medical Coding (ICD-10-CM, HCPCS, CPT)

EDUCATION

Ultimate Medical Academy Associate of Science Degree – Medical Billing and Coding, 2021

Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate

Stratford Institute Diploma – Medical Billing, 2013

PROFESSIONAL EXPERIENCE

Gordon’s Food Store – Benton Harbor, MI 07/2023 – 01/2024

Store Associate/Cashier

Operate Cash Register.

Assist customers with selection and purchases of grocery and deli items.

Answer phones and take special orders.

Provide helpful and friendly service to customers.

SpartanNash – St. Joseph, MI 03/2021 – 08/2022

Deli Associate / Customer Service

Assist customers with selection and purchases of grocery and deli items.

Answer phones and take special orders.

Prepare food products and keep equipment clean.

Provide helpful and friendly service to each customer.

Aerotek Whirlpool Corporation – Benton Harbor, MI 03/2017 – 10/2017

Customer Care Team Representative

Interacted with customers via inbound and outbound calls to resolve customer inquiries.

Provided troubleshooting and followed through to ensure efficient problem resolution.

Entered customer data, upsold services, and copied and faxed documents.

Submitted work orders for technicians and forwarded complaints to the appropriate department.

Documented customer interactions and met daily metrics.

The Herald-Palladium – St. Joseph, MI 08/2016 – 10/2016

Customer Service Representative

Responded to incoming calls, emails, and voicemails from vendors and subscribers.

Opened and closed accounts and processed payments.

Entered information into computer system and kept accurate records of customer interactions.

Honor Credit Union – St. Joseph, MI 01/2015 – 08/2015

Mail Clerk

Processed and sorted incoming mail.

Assisted in Call Center by fielding calls and providing basic troubleshooting.

Performed data entry to update accounts, post payments, and prepare property lean payoffs.

Submitted lien releases to Lending Department.

Managed time effectively in fast-paced environment.

Benton Harbor Area Schools – Benton Harbor, MI 08/1980 – 02/2012

Administrative Assistant / Printing Technician

Served as Administrative Assistant to the Assistant Superintendent and operated the printing press for the School Publications Department.

Created newsletters for schools in the district and coordinated incoming and outgoing mail.

Maintained files and spreadsheets for Instructional Department, tracked attendance reports, and compiled reports for Michigan Department of Education for Title I schools.

Managed inbound and outbound calls, organized meetings, and scheduled appointments.

Utilized various MS Office programs and handled confidential information appropriately.

VOLUNTEER EXPERIENCE

Junior Bowlers Program – Benton Harbor, MI 08/2019 – Present

Director

Build relationships and serve as mentor to women in the program.

Attend safety classes and enforce established rules.

Maintain a positive attitude and treat others with respect.

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