Customer Service Representative
Resume:
Brunhilde Smith-Jackson
Patient Service Representative
Lawton, OK 73507
**********************@*****.***
As a former Customer Service Representative, i answered questions about billing,call and verifying health insurance policies. Communicate referrals with patients, providers,etc. follow and abide by all policies and processes and regulations.I have excellent interpersonal skill, oral and written and the ability to communicate with the public, while maintaining tact and confidentiality. i understand and have knowledge of processes in obtaining the proper assistance to patients. Review documents,reports and ensure data entry is complete and accurate
Authorized to work in the US for any employer
Work Experience
Medical Receptionist/Assistant
WellFast Urgent Care Clinic - Lawton, OK
June 2019 to September 2019
.Ensure that clinic utilization is optimized and effectively supports the needs of the clinic and patients. Verifying and updating all patient demographics and insurance information. Receiving and directing telephone calls.Data entry into and monitoring of the EWL. Preparing, printing and distributing various reports and correspondence. Faxing documents, mail distribution, retrieving and responding to messages/announcement.Collect co-pays, enter all patients into daily log in appropriate columns incl. the co-pays. balance co-pay, cash register and credit card transactions at the end of each day Customer Service Representative (Seasonal)
J&M Management Services - Lawton, OK
March 2019 to June 2019
Data entry for Health Market Insurance co. Managing, sorting health Insurance application documents. Call consumer when necessary to obtain additional information for application. DMI trained to manage financial aspect of application, notify consumer if more financial statements are needed. Patient Service Representative
Southwestern Medical Center
June 2018 to February 2019
• Assisted patients in filling out check-in and payment paperwork.
• Balanced deposits and credit card payments each day.
• Used Athena to schedule appointments.
• Took co-payments and compiled daily financial records.
• Confirmed accurate completion of forms/reports for the admission, transfer and/or discharge of each resident.
• Verified important patient information such as Insurance, Co-pays and demographics for entry into the patient management system.
• Reviewed documentation for compliance with requirements and accuracy of information.
• Ordered and read lab tests, x-rays, MRIs, Ultrasounds, and EKGs.
• Scheduled surgical procedures for a Urologist and Gastroenterologist • Educated patients on plans for treatment and payments.
• Compiled and reviewed medical charts.
Patient Care Technician
US Renal Care - Lawton, OK
June 2017 to June 2018
• Documented observations and baseline measurements in medical records.
• Organized and maintained general supply storage areas.
• Trained new staff on quality control procedures.
• Coordinated with nursing staff to process and direct patients to the appropriate departments • Certified that equipment and supplies were properly maintained for quality patient care and safety.
• Strategically planned methods to achieve operational goals and targets.
• Consistently complied with applicable laws and regulations and ensured facility adhered to Medicare and Medicaid regulations.
• Used windows 10 to schedule and manage patient appointments.
• Instructed patients and family members on proper discharge care.
• Ensured safety and well-being of patients.
• Assisted in resolving and satisfying client requests and internal operational issues.
• Improved delivery of patient care through reviewing and implementing improvements to clinical approaches.
• Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs.
• Assessed need for, ordered, obtained and interpreted appropriate lab tests.
• Monitored and operated all dialysis equipment. Calculate fluid and weight removal.
• Opened and closed the water room and dialysis unit with all proper documentation.
• Cannulated and monitored patient during treatment.
• End dialysis treatment and discharge patient.
Certified Paraoptometric Technician
Complete Eye Care - Lawton, OK
August 2014 to April 2017
• Pretested all Patients prior to eye exam and special testing.
• Measured every patients visual acuity.
• Conducted ocular motility and binocular disparity tests.
• Operated, maintained and tested all equipment such as Autorefractors, Phoropters, Tomographs, Retinoscope and Optomap.
• Measured and recorded all patients lens powers on a daily.
• On average 40 patient a day • Trained Patient on insertion and removal of contacts and proper maintenance.
Customer Service & Resolution Specialist
Directv - Jacksonville, NC
September 2013 to May 2014
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
• Established new member contracts, explained rules and offered advice on how to maximize benefits.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
• Tracked orders and shipments while assisting with other customer service needs.
• Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
• Promoted company as superior provider committed to customer needs and satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Worked with management to propose and implement proactive customer service solutions.
• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Answered average of 60 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information.
Food Service Worker
Camp Lejune - Jacksonville, NC
January 2013 to September 2013
• Replenished condiments, coffee, other beverages and general supplies while maintaining cleanliness of service areas.
• Cleaned and sanitized work areas, utensils and pans.
• Maintained food safety standards at all times.
• Prepared recipe ingredients by washing, peeling, cutting and measuring.
• Ensured meats were properly cut in a timely manner.
• Operated and sanitized all equipment in a safe and proper manner.
• Created and implemented an action plan to address cost control issues.
• Loaded trays with accessories, including eating utensils, napkins and condiments.
• Maintained stockroom and warehouse.
• Maintained clean dining room, lobby and service areas at all times.
• Adhered to safe work practices.
• Cleaned walls, fans and drains in bakery coolers, display cases and work area.
• Moved and arranged tables, chairs and place settings and organized seating for groups with special needs.
• Managed food resources, memorized orders and wrote patron's food orders on slips in [Number]-seat restaurant.
• Monitored temperature of cases, shelves and storage areas and reported failures to the manager.
• Assisted customers with carry-out service.
• Bussed, cleared, cleaned and set tables in quiet and efficient manner.
• Assisted in cashiering and Point of Sale (POS) system procedures during busy hours.
• Assisted guests with finding items.
• Kept kitchen areas clean and free of debris and water.
• Maintained accurate department signage and pricing.
• Folded napkins throughout the day to maintain an adequate supply.
• Upheld highest standard for cleanliness of glass and silverware.
• Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
• Maintained clean and presentable tables with tableware, spotless glassware, silverware and linens.
• Recorded temperature of food and food storage areas, including freezers and refrigerators.
• Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions.
• Established and maintained a positive work environment.
• Assisted in preparing dining room for special upcoming functions, including decorating and generating and printing out special group menus using [Software].
• Ensured customer satisfaction by responding quickly to orders and entertainment requests.
• Engaged in friendly conversation with guests to build rapport and facilitate repeat business.
• Weighed, packaged and labeled meat and seafood products, following proper dating procedures.
• Refilled and rotated items on shelves to maintain well-stocked inventory.
• Cleaned grocery shelves, storage area and work areas and kept floors free of spills, water and hazardous debris.
• Managed customer flow and backed up lines to reduce checkout wait time.
• Maintain clean, neat and properly stocked check stand area.
• Cleaned outdoor eating area and indoor dining room by wiping tables, placing trash in receptacles and restocking napkin dispensers.
• Maintain proper temperature and humidity levels for meat products. Nursing Assistant
Veterans Center - Lawton, OK
June 2006 to January 2011
• Identified and reported unsafe situations to the [Job title] to maintain adherence to safety protocols.
• Maintained sanitary residents' and program rooms.
• Answered call lights and aided in patient comfort and safety by adjusting beds, lights, bed rails, pillows, patients' clothing and bedside tables/equipment.
• Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
• Coordinated nursing department activities to ensure availability of appropriate clinical and support staff for resident care.
• Ensured safety and well-being of patients.
• Facilitated an on-going assessment of patient/family needs and implementation of interdisciplinary team care plan.
• Participated in unit-based Quality Assurance Program.
• Accurately documented all elements of nursing assessment, treatments, medications, discharge instructions, and follow-up care.
• Certified that equipment and supplies were properly maintained for quality patient care and safety.
• Helped residents with bathing, dressing, feeding, lifting and transferring.
• Took vital signs of newborns while assisting in NICU.
• Treated patients with strokes, head traumas, comas, and intracranial hematomas.
• Assisted patients with bathing, dressing, hygiene and grooming.
• Trained new staff on quality control procedures.
• Engaged patients with games, crafts, cooking, music, reading and other activities.
• Established and maintained systems that safely met residents' needs. **********************@*****.*** 580-***-**** 1303 NW Maple Ave, Lawton, OK 73507 Education
High school
Skills
• catheter (5 years)
• Clerical (5 years)
• coding (Less than 1 year)
• collection (5 years)
• Cpt coding (Less than 1 year)
• Critical care (3 years)
• Data collection (2 years)
• Data entry (2 years)
• filing (2 years)
• greeting (3 years)
• Healthcare (7 years)
• maintenance. (2 years)
• Medical insurance (Less than 1 year)
• presentation skills (Less than 1 year)
• scheduling (2 years)
• Strategic planning (Less than 1 year)
• Organizational Skills (7 years)
• Receptionist (1 year)
• Typing (2 years)
• Microsoft Outlook (2 years)
• Word (3 years)
• billing (1 year)
• Icd cpt (Less than 1 year)
Assessments
Customer Focus & Orientation — Highly Proficient
September 2019
Responding to customer situations with sensitivity. Full results: https://share.indeedassessments.com/share_to_profile/ e9bc49b8654b380d32a424ab7b185fbfeed53dc074545cb7
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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