Customer Service Representative
Resume:
Sharon Ganey
**** ******* ***** **. ******** Springs, CO 80915
adrv0d@r.postjobfree.com
Summary
Dynamic, highly motivated professional with over 20 years of experience in customer service and advocacy. Proven track record of enhancing the customer service experience through knowledge, patience and understanding. Demonstrates outstanding problem solving by using active listening skills. Ability to diffuse difficult situations with tact and ease.
Professional Experience
5/2017 to present Optum Medical Group Colorado Springs,
Patient Financial Services Representative
Proficient at undertaking challenging assignments while meeting tight deadlines.
Operates with a strong sense of urgency while flourishing in a fast-paced environment.
Adapts to changing work environment priorities and organizational needs.
Ran patient’s eligibility in relationship to their insurance plans while updating and maintaining the process of collecting patient’s balances on accounts through modernized programs that work both in the Financial Center and Point of service.
Record Payment Transactions and Reconcile payments at the End of Day.
Research patients accounts regarding patients needs whether clinical or financial.
Demonstrate the ability to multitask in a fast-paced environment by updating personal medical and insurance information and collecting payments while maintaining emphasis on quality.
Participated in the patient advocacy program by adhering to guidelines and HIPAA.
Programs currently working Groupcast Allscripts Experian/OneSource Genesys Salucro
Service Now
Knowledge of Medical Terminology
Key Skills
2010 -5/2017 Cardon Outreach Colorado Springs
Customer Service Representative
Bilingual/Knowledge of Spanish
Strong written and oral communication skills
Proficient in Microsoft Word and all programs
Excellent phone etiquette
Positive Attitude
Listening Skills
Quality focused
Professional Experience
Averaging over 820 calls a week: Results: Constantly Highest number of calls taken in team.
Consistently increased company revenue.
Quality control: Methodical in detail and able to find minutia in the dialog of a call attention to this detail is precise and shows a strong sense of analytical achievement. Excels in the tedious by listening to hundreds of calls monthly and sharing detail information with Supervisors and Customer service representatives.
Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity.
Utilizing reporting tools that track performance at a department team and individual level to measure quality rates.
Conduct monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices.
Professional Experience
2007 -2009 Northern Home Improvement Colorado Springs
Administrative Assistant
Processed all account related Quick Books transactions: Accounts Payables, Accounts Receivables, Payroll
Invoicing and Billing
Professional Experience
2004-2006 Bank of America Colorado Springs
Customer Satisfaction Associate
Performed all account related transactions; researching and reconciling accounts to minimize questions and concerns. Handled customer inquiries and issues.
Promoted dialogue with customers to fully understand concerns. Expedited resolution to ensure customer satisfaction. Utilized my strong customer service and resolution skills.
Used computerized system for tracking, information gathering and trouble shooting.
Certifications
HIPAA compliant
Adult and Pediatric CPR, American Red Cross
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