Service Representative Customer

Jennifer Hegerfeld

**** *********** ****, ******* ** 53598 (Cell) 608-***-**** **********.*********@*****.***

Objective: Desire a position that uses my various Customer Service & Administrative skills

Experience: Helpdesk Customer Service Representative

INOC - Madison, WI

01/2020-05/2021

* Creates & manages changed tickets in Service Now

* Remotes into Customers computer

* Adds screen shots into Service now tickets

* Data entry

* Resets passwords for users AD (Active Directory) Accounts

* Provide periodic status reports internal/staff management

* Receive feedback from Service Desk on previous outages for next shift

* Trains new INOC Employees on client

* Demonstrates process development capability

* Receives inbound calls, places outgoing calls & transfers

* High call volume & fast paced environment

* Follow ups on voice mails as well as emails

* Excellent Customer Service, written & oral communication skills

* Ability to multitask in a busy and demanding environment

* Solid understanding of knowledge base and Kb's

* Good problem analysis and decision making skills

* Attend status meetings/team meetings

* Knowledge of helpdesk support expectations

* Team player

Helpdesk Analyst

Paragon Development Service-361 Blettner Blvd Madison WI 53714

03/2017 - 12/2019

* Provides first level support for inbound incidents & service requests from end users & client it staff

* Maintain end to end responsibility for customer’s needs providing exceptional Customer Service

* Participates in & adheres to all Sop’s such as the PDS incidents & Service requests

* Assists with the development & improvement of work instructions, procedures, & documentation

* Great Attendance

* Documents members accounts, Data Entry, entering in & updating all demographic information

* Documents escalated troubled issues on Excel Spreadsheet for follow ups on escalated problem issues for supervisors

* Accesses users MyCharts accounts, resets passwords, explains how MyChart works

* Walks users through the process of their MyChart accounts

* Remotes into Customers Computer and assists with issues

Customer Service Representative

10/2014-02/2017 Exact Sciences Laboratories -145 E Badger Rd Suite 100, Madison, WI 53713

*Helps assist members with explanations on their benefits & orders

*Follow up w/ provider offices and patients in regards to results

*Gives instructions over the phone as to how to use the Cologuard kit

* answers inbound calls and places outgoing calls

* Audits/Q.A. my co-workers orders, pulls orders & enters orders along with reviewing orders

* ICD 9 & ICD-10 coding & verification/ Assists with billing questions & Payments

* Documents orders that have been confirmed on insurance & orders that are now being sent out on Excel Spreadsheet

* Documents orders needing to be billed & verified on Excel Spreadsheet

* Documents orders that have been completed on Excel Spreadsheet

* Documents completed orders

Medical Records Specialist

5/2012-09/2014 Healthport

* Worked onsite at several medical facility locations

* Pulled Medical Records

* Answered incoming calls / Placed outgoing calls

* Mailed & Faxed specific documentation requests

* Multi-Task in a fast paced environment

* Worked on specific assignments, even some that were not related to my job

* Follow up

* ICD 9 & ICD 10 knowledge

* Medical Terminology

* Documentation in patient accounts

Customer Service Representative

08/2008-04/2012 Auxiant Health Insurance - 145 E Badger Rd, Madison, WI 53713

*Reviews patients demographics & health insurance plans

* Educates members on how their plans work

*Educates members on what a Copay,Deductible & Co-Insurance is

*Educates members on annual max OOP

*Reprocesses claims that originally processed incorrectly

*Click to chat’s with providers in regards to what’s covered on patients insurance & what %

*Follow up w/ patients and provider offices/reviews policies/deductibles etc

*Sends out new patient id cards

* Assists in PPO Calls & in HMO calls & sends out EOB's to members

*Sends out letters with the explanation of how the claim processed

*Special Team projects to resolve complex issues regarding claims

* Inbound/outbound calls

Customer Service Representative

01/2000 - 07/2008 Home Health United 4639 Hammersly Rd, Madison WI

* ICD-9 Coding

* Setting up customer’s orders & scans dr orders into system to keep members account up to date

* Verifies & updates demographic info on members acct

* Sends & receives prior authorizations to Dr. Offices

* Places calls to insurance companies for insurance verification * Set up orders in system for Respiratory Therapists * Answers incoming calls & places outgoing calls

* Medicaid & Medicare Billing

Education: DeForest High School, 815 Jefferson Street DeForest WI, 53532

* Graduated in May 1999

Computer skills: FIS,Smartlink, Esmart log, Outlook, Internet Explorer, Navi-net/Navi Net RX, Alchemy, ADP

Self Service, MBI-Metavante Benefit Payment System, Travis, Filebound,ECentaures, Prism, V-Prime,Truecare, Medicaid Website, Medicare Website, Rx Vector, Lumicera Care Compass,

NCRX- office products, Epic,SDS Quick Claim,Dean Connect,Zendesk, Duo,Okta,PDQ Deploy, PDQ Inventory, Emdeon,Cysco, Symon, I health, HCPC's,ICD-9 & ICD-10,Sales force, JIRA

Forward Health, Alegeaus, SMART, STREAMS, Windows 10, Windows 7, Service Now,Sharepoint

Typing: I can type 49 WPM 7,Clear,Desi,Adobe,Google

References: References are available upon request

Contact this candidate