Customer Service Representative
Resume:
Ellen D. Genesio
*** ****** ***. ******** ****, MD 21851
Email: ******@*****.***
Cell: 484-***-****
Objective
To obtain a position in the medical field that will utilize my background in medical insurance and customer service.
Qualifications
•Intermediate knowledge of Windows and Word.
•Basic knowledge of Excel and Power Point.
•Expert telephone etiquette communication.
•Time management and organizational skills.
•Can type approximately 70 words per minute
Education
Lincoln Technical Institute, Allentown, PA 18104 3/2/2012 - 10/4/2012
Diploma, Medical Coding and Billing
98 % Attendance; 4.0 GPA
Kutztown State College (now University), Kutztown, PA 1978 - 1980
Special Education Courses Completed
Montgomery County Community College, Blue Bell, PA 1976 - 1978
Associate Degree in Applied Science, Early Childhood Education
Wissahickon Senior High School, Ambler, PA 1973 - 1976
Diploma, General Studies
Employment History:
LV Heart Institute 5/22/17 – 3/9/22
1250 S Cedar Crest Blvd. Suite 300
Allentown, PA 18103
Patient Service Representative
Check in/out patients for office visits.
Verify insurance and collect co-pays.
Walmart – part-time 5/2019 – 9/2020
620 Gravel Pike
East Greenville, PA 18041
Cashier
Shared Services Center - Biller 2/24/2014 - 5/17/2017
1605 Valley Center Parkway
Bethlehem, Pa 18107
Corrected and processed claims for multiple hospitals.
Sykes Enterprises, Foglesville, PA 6/2013 - 2/2014
Customer Service
Responded to patient incoming calls to schedule, re-schedule or cancel doctor appointments for the
Jackson Health Care System in Miami, Florida.
Aetna, Inc., Allentown, PA -- Retired 2/1991 – 10/2011
Customer Service/Claims Trainer: 7/2003-10/2011
Taught various insurance plans, benefits, claims and customer service etiquette in order that new hires respond professionally and knowledgeably to incoming callers. Provided management of weekly reports for status of call evaluations. Maintained attendance records and recommended counseling, as needed. Utilized audio and visual aid equipment (Proxima, over head). Assisted with updates to training manuals and materials. Provided group re-training sessions via iLinc.
Quality Analyst: 11/1998-7/2003
Reviewed and evaluated Customer Service Representative calls. Maintained files, which tracked a number of reviews completed. Generated and analyzed monthly reports, Identified and reported monthly trends to management staff. Adhered to monthly objectives and production standards.
Customer Service (then US Healthcare): 2/1991-9/1998
Responded to customer service inquires and concerns via incoming calls. Documented inbound calls. Processed customer claims. Escalated customer concerns to a supervisor level, as needed.
REFERENCES
Marilyn Eitreim
Friend and previous co-worker
Known for 41 years
404 Hilltown Pike
Line Lexington, PA 18932
Deanna Robertson
Manager - Aetna - Allentown, PA
Known for 18 years
Holly Snyder
Co-worker
Known for 8 years
Aetna Employee Verification
1-800-***-**** option 4
code: 23862 + social security number of employee
Contact this candidate