Call Center Representative Development
Resume:
Kelly M. Hart-Jacobs
*************@******.***
Springfield IL 62704
Experience:
Springfield Clinic Problems and Resolution-01/27/2022- Current
Make outbound calls to go over options with all our BCBS and out of network patients that are having surgery, to make sure they get the best amount to either bill the insurance to going with self-pay option, as well as make sure all out of network sign the No Surprise protection form, and help patient understand the why behind this form or educate on the Non-Medicare Waiver form to sign for self-pay option without billing insurance.
I take escalations from our Patient Advocate Team once the patient is wanting a supervisor over many reasons, office, billing statement etc…. I resolve the issue quickly as possible to make sure patient is satisfied and feels we care only for them. One call resolution.
I fix procedure charges and work as a team with our providers, office managers and our coding team.
I train all new hires for our outbound team, vre’s, surgeries and Good Faith Estimates.
I provide pricing for all procedure codes (cpts) for our patients that call for estimates.
I work and team with all insurance reviewers, CSR’s and Managers to come up with resolutions to any issue that comes to us.
Springfield Clinic Collections-11/18/202*-**-**-****
Reviewing account Auto-Dialer to make sure we have billed insurance that the patient has provided.
Reviewing payments and courtesy calls we have made to see if we can help the patient.
Move to Collections when we have exhausted our efforts.
Take escalations to help explain why to the patients they went to Collections
We go through Hold, Assignments (IDX & APM), Direct Reports, Settlement in full
When an error we cancel and return from Procom
Correct Adjustments APM
Physician bad debt
Go to Court dates for 1st appearance and trial benches for Springfield Clinic
Springfield Clinic Billing Relations – 08/03/2020-11/17/2021
Training new temp Express employees for billing relations- showing customer service to excellence
Medicare to explain charges as well all insurance charges and what to look for in modifies
Taking calls to resolve all issues as well as putting ourselves in our patient’s shoes and understanding.
Partnering up with insurance reviewers to get to issue for no worries policy for our patients.
AT&T Boot Camp Sales Trainer-Project Manager for Internal Center Sales 11/1/2018 to 07/28/2020
Relocated to Lafayette LA.
Leader to train the advancement of call flow for sales behaviors
Have the AM partner with TM to supply of specific needs to be successful, create Action Plan for the TM to follow to help with sales behaviors for close rates and units, along bring Cancels and Utilization down for success close rate.
Transition Project Manager for all training classes
Partner with Hiring Staff and did all interviews for AT&T for Rantoul Call Center in IL. as well in Lafayette LA.
Confirmed all onboard hiring as well as partner with the trainers that would travel to train. Would stay with the new hires through 3 weeks in class room as well first 2 weeks on the floor with high success rates.
AT&T ATM 03/01/2018 – 09/01/2018
Assure Attendance accuracy for Rantoul Call Center.
Manage MI60 team (team that assist Managers and their peers)
Create special events and programs for representative development
Handle grievance for the Rantoul Call Center between Union and AT&T.
AT&T Boot Camp Sales Trainer-Internal Center Sales Project Manafer-2017-March 2018
Leader to train the advancement of a call flow for sales behaviors
Have the AM partner with TM to supply of specific needs to be successful, create Action Plan for the TM to follow to help with sales behaviors for close rates and units, along bring Cancels and Utilization down for success close rate.
Inspect by Calibration weekly with Low performers with zero sellers.
Traveled to other call centers to bring support and train sales behaviors within the Promise Flow and follow up weekly with AM and TM to discuss progress.
AT&T Mobility Customer Care - Team Manager - September 2012 – 2017
Directs and lead teams of up to 20 representatives to sell/support new or additional services, researching/resolving customer billing and service inquiries, provisioning and maintenance of new/existing customer base, out-of the-box problem resolution for escalation and complaints, new product sales and adjustments following current policy/procedures.
Focused drive for exceptional results using latest coaching techniques and applications on a team and individual level, utilizing the current leading-edge techniques such as LEAP.
Develop and distribute to my peers and team verbiage and words that work to improve customer understanding of new company policies and practices
Worked with hiring staff, by interviewing for future customer service representatives for AT&T Rantoul Call Center.
Focused on motivation and remain engaged, by bringing energy/excitement to the representatives that was leaving one call center and moving to another Call Center to stay with AT&T and helping with transitions to make it seamlessly.
Lead community charities through AT&T. (March of Dimes, United Way, USO support, helping hands etc…)
AT&T Mobility Customer Care August 2009 – September 2012 – Manager Intern
Focused on first call resolution and building loyalty with customers
Assisted transition for new representatives.
Utilized my ability to remain calm and effectively listen to customers to resolve difficult situations, and find the best solution to completely resolve the customer’s need in most efficient manner.
Set goals and worked on self- discovery to find areas of improvements and make the needed changes quickly to change my behaviors to maximize my productivity.
Effectively communicated change and provided positive/corrective feedback to improve performance.
Achievements:
Vail Award Certificate of Citation, Service Excellence Award for 2010, Certificate of Achievement, Above And Beyond Award by WI/IL. Certificates for top performer for leading my team to # 1 on multiple occasions.
Education-
1983-1987 Lanphier High School-Diploma
Enrolled in Colorado Technical University (Business in Science)
U T University course of Management and Leadership Academy
Skills-
Advanced Microsoft Office user in all programs (Excel, Office, Word, Power Point, etc…)
Strong verbal, presentation, communication and analytical skills
Over Twenty years of direct customer service experience, specializing in out-of-box resolutions
Effective trainer of products, services and policies
Able to achieve team goals with any department or company willing to help with any project that comes my way.
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