Customer Service Representative
Resume:
Dawn Townes
Woodbridge, VA 22192
****.******@*****.***
Highly professional individual seeking a rewarding and challenging position within customer service/call center and that promotes personal growth and advancement.
Professional Experience
03/2020-PRESENT
Snapcare Representative, INOVA
Schedules accurately by selecting the correct radiology exam. Complies with guidelines for placing appointments on the EPIC scheduling grid.
Obtains medical cases information including diagnosis (es), ICD 9, CPT codes and ordering/ referring MD
Checks for equipment/resource/provider conflicts, ask clinical questions, and provides patient prep instructions
Follows all documentation guidelines and requirements.
Conduct outbound calls and book appointments for messages left by phone.
Follows name search procedure to ensure positive patient identification and prevent duplicate medical record assignment. Resolves all discrepancies with name, date of birth and/or social security number.
Obtains/verities all demographic information with the patient or referring MD office.
Selects Correct plan code and enters all insurance information to ensure timely and efficient authorization and verification of benefits.
Assists patients wanting a sooner appointment by stat editing the account to the appropriate work list. IND3
11/2015-03/2020
Customer Service/Authorizations Representative, National Spine and Pain Center
• consistently provide professional, courteous, and prompt service to both
internal and external customers
• Utilize Centricity EMR to help organize and maintain patient information
• Answer incoming calls to assist with scheduling while taking messages
for several offices via email and written correspondence.
• Make outgoing calls to complete and update appointment information.
• Obtain authorizations for procedures and Medications
• Follow HIPPA rules and requirements to ensure confidentiality of patient
information.
• Handle continuous inbound telephone volume
• Identify the purpose of the member’s call and process the request
according to the appropriate script.
• Independently research problems or issues to determine the appropriate
action to take before assisting the customer.
6/2011- 11/2015
Customer Service/Call Center, PAREXEL/Lilly Cares Foundation
• Answered incoming calls received through a high-volume call center to
assist patients in receiving medication through our patience assistance
program.
• Accurately entered information into the database(s).
• Retrieved voicemail messages and return calls within the timeframe
specified by the program.
• Processed appropriate program/project material (i.e., applications)
• Worked with Manager or Supervisor to identify, resolve and process
issues.
• Prepared information packets for faxing/mailing.
• Performed other tasks as assigned by management.
• Trained new hires and kept them abreast of new policies and procedures
within the department.
11/30/09-06/18/2010
Customer Service Representative/Call Center, Computer Science Corporation
• Answered incoming phone calls on behalf of United States Citizenship
and Immigration; provided accurate and appropriate information to
callers.
• Placed outbound customer service or customer satisfaction calls, as
required by United States Citizenship and Immigration.
• Completed call guides; gathered and verified required information.
• Attended telephone skills and program information training sessions and
adhered to established levels of service.
• Adhered to established customer service and documentation standards
within required time frames.
• Adhered to contact center scheduling, ensured telephone coverage during
contact center hours of operation.
• Performed clerical or administrative duties as assigned.
03/01/08-12/18/08
Assistant Management Services Administrator, American Counseling Association
• Served as primary support to those designated external organizations
contracting services under ACA’s Management Service Agreement.
• Provided administrative support, data entry, and performed all
tasks necessary to fulfill those services contracted for by related
organizations, including filing, telephone support, copying, responding to
e-mails, and addressing voice mails, etc.
• Tracked financial data and accurately processed customer payments
through the IMIS system.
• Set up, maintained, and organized a filing system as necessary to carry
out those functions noted above using Excel, Word, and Outlook systems.
• Oversaw and coordinated the dissemination and recordation of
membership and conference registrations.
• Oversaw and coordinated the timely updating of specific websites of
those entities in which I was assigned.
• Coordinated and developed the electronic newsletters of those groups
which I had been assigned.
• Assisted in the development of all supporting materials needed
for any conference or meeting including event exhibits, attendee
registrations and newsletter orders of those groups for which I was
assigned.
• Assisted as a Member Service Representative when available as needed.
09/15/03-03/01/08
Member Service Representative/Call Center, American Counseling Association
• Responsible for membership financial transactions, renewing
memberships, convention registration via the internet or by phone using
the IMIS computer system.
• Provided purchase order information and conducted research on
counseling materials.
• Responded promptly, courteously, and professionally to each phone call
handling member/customer inquiries, complaints, product, and service
information, campaigns, activities, programs and returns.
• Processed all credit cards as needed taking orders via telephone.
• Ensured all demographic information was up to date and recorded
accurately into the appropriate database for any membership call.
• Corresponded as needed with members, registrants, or customers to
ensure applications, registrations and/ or orders were processed in a
timely manner.
• Assumed receptionist duties daily.
3/01-10/2002
Customer Service Representative/ Call Center, Verio
• As a Customer Service Representative, I was responsible for addressing
customer service questions and issues via fax, phone, and email.
• Answered calls received through a high-volume call center, directly
addressing issues or redirecting calls to the appropriate department or
other NTT/Verio locations.
• Documented information to submit for Credit request, including
calculations of prorated credits of varying amounts based upon the reason
for credit.
• Verified all suspensions and reinstatement request of dedicated servers to make
sure, they are valid actions.
• Received cancellation requests from customers and processed the disconnection
of serves and services.
• Updated contact information in the billing and contact systems to keep them up
to date.
10/96-3/01
Customer Service Rep/Loan Processor, Pentagon Federal Credit Union
• Answered incoming member telephone calls regarding PFCU share and
loan products and accounts, expediting all calls and ensuring quality
member service.
• Resolved member problems within delegated limits, including but not
limited to refunding fees as appropriate.
• Maintained knowledge of PFCU share and loan products, policies and
procedures.
• Researched member questions/requests on an automated records system.
• Assisted in other departments as required.
• Recommended products and services appropriate to member needs.
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