Service Representative Customer
Resume:
Dawn D. Jones
Greensburg, IN 47240
(812) 593 – 8736
***************@*****.***
Summary
Positive and upbeat Customer Service Representative bringing 22 years of customer service experience in fast paced settings. Adaptable to change and customer diversity. Great rapport with customers, ability to solve issues with one call. Hardworking and trustworthy, well versed in Customer Service and Debt Collection. Forward and outward thinker with deep understanding of resolving customer issues efficiently and with civility. Cheerful and upbeat professional with a history of exceeding company expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgement, decisive communication and focused solutions. Excellent time management skills, able to work alone or as a productive team member.
Education
University of Phoenix Healthcare Administration and Medical Records (Online)
Greensburg, IN
Ivy Tech Community College Healthcare Administration and Medical Records
West Sr. High School 1981 Graduate
Garden City, MI
Experience
04/13/2020 - 04/11/2022 Financial Counselor
Margaret Mary Health CBO
All aspects of Financial Assistance charity for patients of the hospital including collecting required documents and downloading into the system (Bridgestone), reviewing for approval, applying all discounts to patient files and resetting patient statements. Setting patients up on payment plans and working with patients to adhere to payment plans. Creating Excel Spreadsheets to monitor daily and monthly production including calls taken inbound and outbound. Payment plans, mailings sent out for payment plans, Financial Assistance, Financial Assistance needing more information,and number of payroll deductions for employees. Responsible for all patient financial inquiries and applicable processes before and after services rendered. Credit card payments.Liaison between the patient and the business office answering questions on their self pay balances. Reviewing itemized billings with patients and advising on definitions of billed items.Creating and maintaining deceased patient spreadsheets along with checking for estates filed. Patient Refunds. Handling all aspects of Bankruptcies and maintaining records. Maintaining patient records, Credits and Debits, Transferring balance. State licensed Indiana Navigator helping patients secure insurance coverage .Worked directly with patient walk-ins and phone inquiries related to self pay balances. Referring patient accounts to billers, coders, records and management. Handling patient complaints. Faxing and printing itemized billings for attorney offices, patients and insurance. Working with attorney offices to review balances on patient accounts. Adding new demographics and insurance to patient accounts. Verifying patient information Following all HIPAA rules.
05/2017 to 4/11/2020 Customer Service Representative
Batesville Casket - Batesville, IN
Placing orders for caskets, custom caskets, custom urns and custom cap panels. Scheduling deliveries. Entering fax and email orders. Working with service centers and sales representatives to resolve issues of customers. Working side by side with management to resolve customer issues. Improving training tools. Meets or exceeds all company benchmarks.Express appreciation for patronage. Overtime when needed. Change of shift hours when needed. Ability to learn thousands of products and where to find information in materials provided
05/2015 – 05/2017 Customer Service Representative
Hill-Rom Batesville, IN
Responsible for creating and maintaining exceptional customer value, employee value, and shareholder value in an environment that is demanding and changing due to customer expectations and product technology. Generate and manage Sales orders and/or proposals upon requests from Customers &/or Sales partners. Answer sales, product, and operational questions and provide information on product features and uses. Responsible for the customers in the regions or skill sets assigned which includes ensuring familiarity with their customer’s business needs and that customer orders are managed with a high level of accuracy, customer service and follow through.Identify issues and flag them for timely resolution. These issues may pertain to Call Center processes, service and sales functionality, or customer needs. Answer customer questions regarding accessory items, pricing and inventory availability. Work with other team members, sales and field service on specific issues with customers through. resolution
02/2007 - 5/2015 Collection Associates
Debt Collector
Manage multiple delinquent accounts for debt collection efforts. Keep track of assigned accounts to identify outstanding debts. Plan a course of action to recover outstanding payments. Negotiate payoff deadlines or payment plans. Process checking and credit account payments along with set up auto withdraws from accounts for payment plans. Handle questions and complaints. Investigate and resolve discrepancies in payments and accounts.
References
Lorrie Collins Jodie Forkertt
Secretary Centerstone Bank Teller
Jennifer Brogan
Biller
Margaret Mary Health
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