Customer Service Call Center
Resume:
Jackie Stokes
To obtain a new challenging position where excellent customer service/management
skills and knowledge will be effectively utilized while providing career advancement opportunities.
Magnolia, NJ 08049
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High energetic and versatile Customer Service Representative Professional, for years experience recognized for the use of strong interpersonal, analytical decision-making, negotiation, and leadership skills. Possess the ability to exercise sound judgment in a fast-paced environment as well as manage projects from inception to deliver utilizing fair initiatives. Proficient with Microsoft Applications (Word, and Outlook), Typing 40-45wpm, Data Entry Order Processing Skills, Tele-Marketing Skills, Cold-Calling and Call Center experience Epic /EMR systems/3 Party Scheduling Vendor /Stericycle Services
Willing to relocate to: Cherry Hill, NJ - Somerdale, NJ - Magnolia, NJ Authorized to work in the US for any employer
Work Experience
Medical Customer Service Communication Representative Specialist MPV of New Jersey Hackensack Meridian Pascack Valley Hospital-Emerson, NJ May 2015 to Present
• Call Center support for multi-specialty practice, including over 40+ Providers.
• Be a liaison and an advocate for the Patients and family members when communicating within the Practice.
• Communicate effectively and professional in all aspects of communication (telephone, email, instant messaging)
• Excellent time management skills when on and off phones
• Professionalism and exceptional customer services skills when managing Patients and working with Practices and Providers
• Utilize EMR to schedule, cancel, reschedule appointments and perform detailed communication within the application throughout the Practice.
• Respond to incoming calls in a timely fashion. Calls originate from Patients, Hospitals, and outside Providers; professionalism and courtesy is required.
• Knowledge and/or ability to work a computer-based call system to answer, transfer, etc. all calls.
• Knowledge of Microsoft Outlook, Microsoft Teams, or similar instant messaging tool
• Capacity to work in a Call Center environment and ability to communicate and cooperate in a Team setting.
• Complying with HIPAA regulations, privacy, and confidentiality over the phone and in all written communications.
• Ability to work in an environment where practices and protocols are always changing; can easily adapt and work successfully.
• Other responsibilities assigned by Management or Providers as needed.
• Managed customer accounts
• Resolved customer issues.
• Booked appointments for clients.
• Worked in the inbound call center.
• Created call center scripts.
• Greeted customers.
Volunteer Services Coordinator
The Arc of Bergen and Passaic Counties-Paterson, NJ June 2014 to May 2015
working different various charity community groups Customer Service Representative (Temporary Position) Alvogen Pharmaceuticals-Pine Brook, NJ
January 2014 to June 2014
NAPRELAN Customer Service Team; responsible for making outbound calls to a total of 18,000 Physicians and Medical Professionals in Doctor’s offices & Medical Centers across the US to let them know that NAPRELAN is now an Alvogen product
• Offer samples and co-pay cards for NAPRELAN.
• Send the sample request form via fax, e-mail, and mail to prescribers interested in receiving samples and co-pay cards.
• Follow-up with prescribers every month to help, samples, and co- pay cards.
• Call center inbound/outbound calls.
Customer Service Representative/Sales Administrative Assistance Center stone B.K.A Benefit mall Inc. Livingston, New Jersey-Livingston, NJ January 2011 to August 2013
• Provided Quality information and accurate solutions for a defined scope of customer issues via telephone and email correspondences and Healthcare Enrollments.
• Maintained 100% of available phone time and/ or electronic service goals every day, in accordance with current standards and as directed by management, calls per daily 20.
• Determined when customer issues need to escalate and use appropriate channels to timely resolution.
• Provided quality customer service for issues regarding employee enrollment changes, ID card status, and effective date inquires.
• Provided information to brokers or agents on ID, password and address change requests.
• Keeps up to date on all Company's Polices and promotional offerings.
• Actively participates in regular team meetings, providing input to contribute to the team's overall success in achieving customer satisfaction.
Education
High school diploma
John F. Kennedy High School - Totowa, NJ
Skills
• Customer service representative (10+ years)
• Microsoft SharePoint
• Leadership
• EMR systems (5 years)
• Front desk (2 years)
• Medical terminology (4 years)
• Epic (5 years)
• Conflict management
• Filing (5 years)
• Sales
• Inside sales
• Telemarketing (2 years)
• Insurance Verification (2 years)
• HIPAA
• Medical office experience (2 years)
• Managed care
• Clerical experience
• Research
• Typing
• Communication skills (10+ years)
• Data entry (4 years)
• Cold Calling
• Patient Care (2 years)
• Customer service
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