Customer Service Representative
Resume:
NATALIE D. HAYES
Columbus, OH ***32
adbozp@r.postjobfree.com
PROFILE:
●Motivated individual with successful 20 year track record in customer service environment as well as administrative and clerical and/or dispatch operational duties when needed; provided effective and efficient customer service and team leadership. Knowledge of scheduling employees, appointment setting, with excellent ability to multi-task.
●Organized detail-orientated individual with exceptional follow-through ability.
●Possess strong interpersonal skills; able to work effectively with individuals on all levels.
●Computer literate, data entry; ten-key experience at 7000 keystrokes per minute.
EDUCATION:
University of Toledo 1995-1997
College of Arts and Science
Major: Communication/ Concentration: Public Relations
Jesup W. Scott High School 1990-1994
Leadership Committee /Jobs for Ohio Graduates
EMPLOYMENT HISTORY:
Healthcare Support
Buckeye Health Plan/Centene Corp, Columbus,OH
September 2019-January 2020
Senior Customer Representative II-Provider Services
●Assist with incoming calls from providers and/or billing specialist regarding member benefits and eligibility, review of claims payments and process; submit back for review when applicable
●Maintained daily call flow and phone etiquette. Maintained and exceeded quality standards
●Worked mandatory and voluntary overtime as required for call follow up and research
DentalWorks-Polaris, Columbus, OH
July 2019-August 2019
Patient Registration Coordinator
●Answered incoming calls, emails, and text messages for current and potential customers needing dental appointments
●Greeted entering customers and checked them in for their appointments
●Maintained and organized weekly schedule by confirming all set appointments, verified insurance coverage
●Assisted with managerial duties such as handling escalated billing issues, managing of office reports, and completing daily checklist of administrative and housekeeping duties
Aetna Health Care, New Albany, OH
April 2018-June 2019
Health Concierge
●Assist with inbound calls from members regarding their healthcare coverage, eligibility and benefit coverage
●Aid in claim processing by assisting members and/or billing departments with claim status and submitted back for reconsideration where applicable.
●Maintain daily call flow and phone etiquette matrix required in training environment and excelled in call quality standards.
Molina Health Care of Ohio-Case Management/Healthcare Services, Columbus, OH June 2015-July 2017
Care Review Processor I
●Assist with daily assigned tasks for case management team
●Assist with special projects as needed in order to develop and work consistent work strategies for individual teams and department
●Worked special high-touch project for Ohio Dept. of Medicaid Pre-Release program as administrative assistant to supervisor over the program which included: scheduling required telesessions for inmate’s pre-release, assigning inmates to designated case managers, maintained schedules for all case managers assigned to assure no schedule conflicts with correctional facilities designated times for sessions.
Molina Health Care of Ohio-Member Services, Columbus, Ohio Sept 2013-June 2015
Member Services Rep II
●Assist with inbound calls from members regarding their healthcare coverage, eligibility and benefit coverage
●Assisted healthcare providers with healthcare coverage information
●Aided in claim processing by assisting provider and/or billing departments with claim status and submitted back for reconsideration where applicable.
●Maintained daily call flow and phone etiquette matrix required in training environment and excelled in call quality standards.
Optum Health-Consumer Services, Richardson, Texas April 2012 – May 2013
Call Engagement Specialist
●Assisted with outbound calls to engage with members who may have been seen within a six to twelve month timeframe for certain medical conditions.
●Assisted in transferring to nurses who specialize in specific conditions.
●Maintained call metrics and conversion rate required per day and per month for multiple caseloads assigned.
United Health Group-Provider, Richardson, Texas October 2011-February 2012
Phone Representative
●Assisted healthcare providers with healthcare coverage information for new or returning patients.
●Aided in claim processing by assisting provider and/or billing departments with claim status and submitted back for reconsideration where applicable.
●Maintained daily call flow and phone etiquette matrix required in training environment and excelled in call quality standards.
Bank of America Corporation, Plano, Texas September2008-November 2010
Team Leader Substitute
●Assisted customers with billing/statement and loan questions regarding their mortgage or home equity loan.
●Processed payment and research requests for homeowners, third party companies; i.e.: other mortgage lenders, title/escrow, and insurance agencies.
●Dual trained representative for both Countrywide and Bank of America systems; providing assistance to new and existing customers while under company transition.
●Assisted with on the job training and quality monitoring for newly trained as well as incoming new hire
●Cross sell a variety of mortgage and banking products to homeowners.
●Supervised a team of 15-20 people as needed while in management training.
Office Team Staffing Agency
Schindler Elevator Corporation, Holland, Ohio January 2008- April 2008
Customer Service Representative/Dispatcher
●Assisted customers in need of elevator and/or escalator service throughout U.S.
●Fostered team leadership with daily dispatching duties of paging and dispatching technicians to customer locations in an efficient and accurate manner.
●Alltel Communications Maumee, Ohio December 2003-August 2007
oCustomer Service Representative/Team Captain
●Assisted customers with billing questions and/or with their cell phone service.
●Fostered team leadership by completing daily error reports for entire team.
●Developed motivational sales strategies to obtain set goals required individually as well as a team.
HCR Manor Care Corporation, Toledo, Ohio February 2002-November 2002
Billing Specialist
●Prepared Medicare claims for billing
●Follow-up required in a means for collection of outstanding medical claims.
●Fostered team leadership while working with home care facilities field staff.
Huntington National Bank, Toledo, Ohio September 1998-February 2002
Customer Service Representative / Assistant Team Leader
●Supervised Customer Service Representative activities.
●Balanced teller terminals and double check for accuracy.
●Trained bank tellers to include provisions for answering for discrepancies in teller terminal balances.
●Balanced Automated Teller Machines and cash vaults.
●Balanced branch office.
●Fostered team leadership, mentoring, and training at various Huntington Bank locations as needed.
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