Customer Service Center Associate
Resume:
Francelia Roberts
Medical Rep, Customer Service Rep, Call Center Rep,
Newport News, VA 23608
****************@*****.***
Reliable and highly motivated Customer Service professional with 10+ years of experience within the medical field,
seeking to utilize technical and interpersonal skills, knowledge of insurance practices and medical terminology, and
commitment to excellence within a challenging and dynamic role. Authorized to work in the US for any employer
Work Experience
Call Center Associate
Ibex Global - Hampton, VA
September 2018 to July 2019
• Delivered outstanding service to customers over the phone by answering questions, clarifying information, and addressing customer concern in a high-volume call center setting
• Utilized strong computer and technical skills to input data, update customer information and maintain accurate and complete call records within the company's electronic database
• Maintained strict confidentiality in accordance with all company policies and HIPPA requirements Intern
Newport News, VA
April 2016 to May 2016
• Utilized computer software to verify Medicaid insurance for patient payment eligibility
• Input new patient information into electronic database, updated existing patient information and closed out records of former patients
• Compiles medical charts and files for existing and new patients
• Utilized telephone systems to answer and direct patient calls, and received and relayed messages Front Office Administrator
Family Eye Care - Williamsburg, VA
July 2005 to January 2006
• Delivered outstanding customer service during all patient interactions including greeting incoming patients, scheduling and confirming appointments and verifying personal information
• Operated multiline telephone system to schedule and confirm appointments and answer patient questions
• Verified patients' medical insurance and processed insurance payments and patient payments
• Managed and updated patient records including pulling patient charts and filing necessary documents Certified Nursing Assistant
Sentara Hospital - Williamsburg, VA
June 2004 to May 2005
Provided assistance with activities of daily living to approximately 40 individuals each day, while delivering
exemplary and timely customer service
• Fostered safe and sanitary environment for residents by ensuring that rooms, nursing unit and other areas
were maintained in accordance with safety and infection control standards
• Maintained accurate, complete and timely charts within the company's electronic database
• Partnered with LPNs and RNs to assist with procedures and test to achieve residents' goals Education
Associate of Occupational Science in Medical Assisting in Occupational Science
Centura College - Newport News, VA
May 2016
High School Diploma
Lumberton Senior High School - Lumberton, NC
June 1979
Skills
• Billing
• Coding
• Data entry
• Filing
• Medical coding (4 years)
• Medical terminology (4 years)
• Cpr (4 years)
• Insurance billing (4 years)
• Osha (4 years)
• Call Center (2 years)
• CSR
• Customer Service (7 years)
• Medical Office Experience
• Medical Receptionist
• Clerical Experience
• Infection Control Training
• Hippa
• Medical Scheduling
• Multi-line Phone Systems
• Office Administration
• ICD-10
• Medical Records
• EMR Systems
• Nursing
• Patient Care
• CPT Coding
• Vital Signs
• Insurance Verification
• ICD-9
• Phone etiquette
Additional Information
SUMMARY OF SKILLS
• 10+ Years Nursing Experience • Data Entry & Filing
• 10+ Years Customer Care • Knowledge of Medical Terminology
• Call Center Experience • HIPPA & OSHA Certified
• Insurance Billing & Medical Coding • CPR & First Aid Certified
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