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Customer Service Air Force

Montgomery, AL
April 28, 2020

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*** ******* ****, **********, ** 36116 334-***-****


Highly organized, resourceful, experienced and accomplished Healthcare Administrative Professional with eighteen years of experience in healthcare operations, support to healthcare providers accounts, responding to numerous provider inquiries and resolving healthcare provider’s issues and concerns. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. A motivated leader with strong organizational and prioritization abilities. Areas of expertise include communication, management, organization and relationship building. SKILLS

Provider interaction and engagement

Provider relations

Good Communication Skills


Report Preparation

Data Entry/Management

Planning and Organizing

Customer Service




Team Player



(PERR) Provider Relations Representative, 07/2001 to 1/2/2020 Humana Government Business – Montgomery, AL

Interaction with Healthcare Providers and staff regarding TRICARE Programs, Education, Network Operations, Credentialing, etc.

Conduct On-Site Provider Education and Training to Physician Offices (groups or one-on-one)

Negotiation of Contractual Agreements with Healthcare Providers

Providing of New Orientations to New Network Healthcare Providers

Performing of other office duties as assigned

Working and Collaborating with MTF (Military Treatment Facility) Commanders regarding Healthcare Provider Network

Proactively identified and solved complex problems impacting operations management and business direction

Provided onsite training

Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Delivered an exceptional level of service to each customer by listening to concerns and answering questions

Administrative Support Assistant I, 01/1996 to 01/2000 Montgomery State of Alabama – Montgomery, Alabama

Composed and proofread memos, letters and reports to verify error-free communication

Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information

Received and routed business correspondence to correct departments and staff members

Communicated with customers via phone and email to confirm deliveries and respond to inquiries

Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy

Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance EDUCATION

Bachelor of Science: Healthcare Management, 06/2019 South University - Montgomery, AL

Associate of Applied Science: Business Administration, 1/1989 Reid State Technical College - Evergreen, AL


Documented and resolved Customers issues which led to 2019 Humana Star Award for Perfect Service to Consumers, Customers and Stakeholders.

Documented and resolved Beneficiary issue which led to Nikki Gregory, HGB Front Line Leader submitting a letter to my managers Pamela Mann and Michelle Treadaway on my Customer Service

1st Place Winner in Public Speaking Regional Competition.

Numerous Outstanding Customer Service Letters from Healthcare Providers on my Customer Service Performance

3 Outstanding Letters from Military Personnel (Colonel E. Ware USAF, Commander of Air Force at Maxwell, AFB) on my Briefing of Benefits

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