Kim Wiggins

**** ************ ****** #****

Philadelphia, PA 19131

adr47r@r.postjobfree.com 610-***-****

Impeccable customer service skills, the ability to multi-task in a fast-paced environment, detail oriented and excellent communication skills. Organization, excellent time-management skills and a strong knowledge of Windows-based computer skills, Facets, AS400, Share Point, Microsoft Office, Outlook, Lotus Notes, SAP, Salesforce, CHEC systems

KEY DESCRIPTORS

Goal oriented, analytical, adaptable, team Player, leader, mentor, multitasking,

patient, dependable, authorized to work in the US for any employer

Work Experience

Customer Service Representative

Genetworx King of Prussia, PA

November 2021- February 2022

Ensured receipt, registration and accessioning of all specimens that come into the laboratory.

Assisted in registration, accessioning and missing information of all specimens received

Fielded medical/healthcare inbound phone calls in call center environment

Followed instructions on documents such as; SOP's, safety rules, operating and maintenance instructions, and procedure manuals.

Participated in the implementation of departmental programs designed to improve performance.

Gathered missing information as required by the laboratory

Communicated complaints concerning service failures to designated department manager(s) for investigation and followed through on specific incidents if applicable.

Assisted in obtaining missing information as required by Laboratory.

Provided exceptional service to clients, sales representatives and interdepartmental staff members.

Demonstrated resourceful, organized and efficient work habits

Examined pertinent information to determine accuracy of customer requests and related paperwork.

Observed all confidentiality and HIPAA provisions

Clerk

Department of Commerce - Philadelphia, PA

November 2019 to February 2020

Perform administrative activities such as following up on requests for information, ensuring the correct material is provided, and distribution of office materials and incoming mail, and routing telephone calls to their appropriate destination. Monitor personnel/payroll processing activities, resolve and recommend corrective actions using an automated system. Communicate with internal and external customers, answering inquiries regarding office procedures and respond to multiple customer demands.

From rough drafts or verbal instructions, type forms, memoranda and correspondences, reviews for accuracy and procedural compliance on personnel and payroll documentation. Use office automation software such as database or spreadsheet to enter, revise, sort or calculate, and retrieve data; graphics software to provide graphic symbols, charts and graphs.

Release of Information

MRO for PENN PRESBYTERIAN

May 2019- September 2019

Primarily in charge of retrieving and releasing data to qualified recipients while adhering to the guidelines and confidentiality protocols that aim to protect sensitive information. Organizing files, producing progress reports to managers, law enforcement, hospitals and institutions keeping compliance with HIPAA law and regulations while keeping an eye out for any inconsistencies, resolving them promptly and efficiently.

Customer Advocate

Medrisk - King of Prussia, PA

September 2018 to April 2019

Obtain worker's compensation case related details and documents either directly from providers or within a provider database. Properly transfer all case related data to MedRisk's database, organize related documents efficiently and provide well-written email/fax documentation to ensure consistent communication across departments. Communicate with adjusters and nurse case managers through succinct, professionally written email communications. Research individual adjuster or nurse case manager issues with MedRisk and provide findings and resolution to the customer and appropriate Regional Sales Manager. Research client specific workflows, became familiar with the client's unique needs and respond appropriately. Build approachable, professional relationships with both provider and referring customers.

Customer Service Technician

Grid One Solutions - Aston, PA

September 2016- November 2017

First line of contact out and inbound for appointment setting. Customer concerns and questions including troubleshooting. Dispatching for routing emergency and/or routine work. Compliance to security and data management. Maintaining strong customer service for utility services including installations, while maintain focus on the bottom line.

Customer Service

Medtronic Monitoring Inc. - Bala-Cynwyd, PA

September 2015 to June 2016

Place and receive inbound calls from patients with electronic devices to educate them on the value of remote monitoring

Actively reach out to patients after they've received their monitor to walk them through setting up their monitor, troubleshooting, and completing their first transmission. Order fulfillment. Pharmacology reports. Able to multitask, which includes ability to understand customer requirement, pull up relevant documents and respond satisfactorily and with immediacy

Familiar with computers and Windows PC applications which includes the ability to learn new and complex computer system applications and apply their use. Customer service orientation and ability to work in a team. Good analytical skills to solve technical issues. Ability to perform in adverse and stressful situations while dealing with patients

Customer Service

New York Presbyterian Hospital/IOD - New York, NY

February 2014 to December 2014

Receive stat fax request for urgent medical records of patients of New York Presbyterian Hospital. Use multiple computer applications to process urgent requests for medical record information, including but not limited to patient demographic characteristics, history and extent of disease, diagnostic procedures and treatment. Review requests and release information for completeness, accuracy and compliance with regulations. Compile medical records to document condition and treatment and provide data for continuance of care, emergent purpose, research or care improvement efforts. Contact requestor to confirm or request additional information. Release information to hospitals, clinics. law offices and other agencies adhering to HIPAA law. Protect the security of medical records to ensure confidentiality is maintained.

Liaison

Heath Advocate - Plymouth Meeting, PA

May 2011 to October 2011

Benefit Liaison

First line of contact and liaison to hospital employees pertaining to payroll, human resource and benefit information and issues. Responsible to provide guidance and interact with external administrator groups to efficiently and effectively resolve issues in a timely fashion, according to agency guidelines. Documenting necessary information into customized software application. Provided back up support for other internal departments upon request

Program Assistant

Bancroft Neurohealth - Haddonfield, NJ

April 2010 to April 2011

Obtained CPR, Medication, Overview of Developmental Disabilities and Preventing Abuse, Neglect and Exploitation certifications. Became adept with assisting, guiding and supporting community MH/MR house members with daily living and learning activities.

Participated in implementing behavioral assessment and treatment plans. Scheduled medical appointments. Dispensed medication.

Transported persons served to and from various appointments. Scheduled medical appointments. Dispensed medication. Transported persons served to and from various appointments.

Enumerator

United States Government - Philadelphia, PA

May 2010 to July 2010

Successfully completed training session. Determined organization of neighborhood and located households targeted for purpose of conducting interviews. Was able to inform head of households the purpose of interview, answered questions regarding census questionnaire. Elicited and recorded census questionnaire data following stringent guidelines and confidentiality law.

Customer Service

Keystone Mercy Health Plan - Philadelphia, PA

September 2006 to November 2008

Successfully completed six-week training program. First line of contact regarding benefit plan information for members, providers and facilities. Provided referral information and granted prior authorization. Analyzed, updated and troubleshoot member, benefit and provider information. Became proficient in recognizing and troubleshooting billing and claims issues. Became Navinet savvy. Interacted with internal departments and external agencies, including the Department of Public Welfare in order to predict, identify and resolve complicated issues. Detail logging of necessary information into customized software application Trained new employees and mentored.

Education

Psychology

Temple University

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