Customer Service Representative

Carol-Ann Goodridge

Brooklyn, NY 646-***-**** adtuxp@r.postjobfree.com

EDUCATION

Berkeley College, NY, NY

Bachelor of Business Administration, Health Administration (Dec 2019)

●GPA: 3.8

●Award And Honor: National Society for Leadership and Success, Dean's List, President's List

●Extracurricular Activity: American Cancer Society Volunteer, National Society of Leadership Success, Senior Peer Tutor

New Age Training, NY, NY

Certification Certified Nursing Assistant (Feb 2016)

●GPA: 4.0

Franklin Career Institute, Brooklyn, NY

Certification Medical Assistant (Jan 2015)

●GPA: 3.7 Dean's List and President's List Award

Relevant Coursework:

●Accounting, Addiction and Obsession, Bioethics, Forensic Science, Research Methods Business Management, Community Health and Medical Care, Epidemiology, Gender, Race and Class, Health Policy and Politics, Human Sexuality, Managed Care, Management of Healthcare Delivery, Medical Terminology, Patient Care, Office Administration, Principles of Finance, Principles of Management.

WORK EXPERIENCE

Senior Billing Customer Service Representative - UHG

June 2022 - Present

• Answers high-volume calls from patients or their representatives, regarding patient bill balances, payment plans, credit card payments, patient pricing, rebilling insurance companies, and general customer concerns

• Processes adjustments, refunds, transfer bills, mail returns, and perform manual sales

• Evaluates and respond to all aspects of written billing inquiries, including but not limited to: billing insurance companies, and updating invoices

• Researches, troubleshoots, and resolves complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution

• Maintain a tracking log of all escalated patient correspondence, providing status updates to leadership as needed

• Ability to perform all aspects of billing customer service as needed

• Thorough navigation of both Quest Billing System and the web

• Maintains all Compliance and HIPAA regulations at all times

• Responds to incoming customer service requests, both verbal and written

• Solves problems systematically, using sound business judgment

• Monitors delegated customer service issues to ensure timely and accurate resolution

• Applies appropriate communication techniques when responding to customers, particularly in stressful situations

• Places outgoing phone calls to complete follow-up on customer service requests as necessary

• Maintains timely, accurate documentation for all appropriate transactions

• Consistently meets or exceeds established productivity, schedule adherence, and quality standards

• Proactively seeks to further develop billing and accounts receivable competencies

• Adapts procedures, processes, and techniques to meet the more complex position requirements

Carol-Ann Goodridge, PG. 2

Case Investigator, NYC/UHG

June 2020 - 2022

●Conduct telephone calls with individuals who had contact with persons diagnosed with COVID-19

●Communicate empathetically and professionally with both cases and contacts

●Collect and record information accurately and efficiently

●Confidently and readily use the resource list in conjunction with the prepared scripts to provide information on where to locate health and social services to Cases and, or Contacts.

●Conduct in-depth research to accurately identify Cases and Contacts

●Ensured proper documentation of all investigative findings and liaised with coworkers to ensure Cases and Contacts received adequate and immediate information and assistance

●Managed several teams as Rover. Offering advice and direction in a timely manner.

●Assist in programs when assigned such as The Inbound Traveler Data Team, The Travelers Program, Rover Team, Monitor Training Program, Case Investigating Monitor, Vaccine Project

●Participate in all Training and Town Hall meetings

●Willingly offer advice, guidance, and support to team members

●Always maintain contact with Superiors.

AMERICAN CANCER SOCIETY, Queens, NY

Assistant Recruiter, Sep 2019 – Dec 2019 (Volunteer)

●Assisted in planning events, and raising donations for the Society Team MSABC Walk 2019 and Relay for Life 2019.

●Often worked independently.

●Event planning and called partners and clients to assist in raising funds at primary events for the Society Team.

BERKELEY COLLEGE, NY, NY

Senior Peer Tutor, Jan 2019 – Dec 2019

●Clerical duties

●Administered, proctored, and scored on academic and diagnostic assessments.

●Taught students study skills, note-taking skills, and test-taking strategies.

●Provided private instruction to individual and small groups of students to improve academic performance, improve occupational skills, and prepare for academic or occupational tests.

●Participate in training and development sessions to improve tutoring practices or learn new tutoring techniques.

●Schedule tutoring appointments with undergrads.

●Reviewed class material with undergrads through discussions, problem-solving techniques, and final assignments.

ATRIUM REHABILITATION CENTER/DITMAS PARK REHAB CENTER, Brooklyn, NY

Certified Nursing Assistant, Mar 2016 – Dec 2019

●Assisted nurse physicians in operating medical equipment or providing patient care.

●Answered patient call signals, signal lights, bells, or intercom systems to determine patients' needs.

●Document or otherwise report observations of patient behavior, complaints, or physical symptoms to nurses.

●Measured and recorded food and liquid intake, and urinary and fecal output, and reported changes to nursing staff.

●Administered medications or treatments, such as catheterizations, suppositories, irrigations, enemas, massages, or douches, as directed by a physician or nurse.

Carol-Ann Goodridge, PG. 3

PRIVATE, Brooklyn, NY

Home Health Aide, Feb 2013 – Apr 2017

●Checked and documented the pulse, temperature, and respiration of the patient.

●They provided mobility assistance around the home, to and from appointments as well as dressing and grooming.

●Cared for patients through assistance with all personal care and housekeeping needs.

●Administered prescribed oral medications, under the written direction of a physician or as directed by the home care nurse or aide, and ensure patients take their medicine.

●Plan, purchase, prepare, or serve meals to patients or other family members, according to prescribed diets.

●Accompanied clients to all doctors' offices and errands.

PACE PEDIATRICS, Brooklyn, NY

OFFICE MANAGER, Jul 2014 – Mar 2016

●Collaborated, communicated, and cooperated with the doctor and staff to ensure the best possible care for all

●Selected and trained incoming staff and volunteers

●Delegated, organized, and prioritized daily duties for staff

●Operated office equipment, and prepared reports, invoices, financial statements, letters, case histories, and medical records.

●Interviewed patients to complete documents, case histories, or forms, such as intake or insurance forms.

●Completed insurance forms and other claim documents.

●Assisted with scheduling and confirming patient diagnostic appointments, surgeries, or medical consultations.

●Assisted the doctor with additional tasks when necessary

ADDITIONAL SKILLS

●Conversational French & Spanish

●Computer skills / Software knowledge

●Emotional Intelligence

CREDENTIALS AND LICENSES

●CPR Certificate

●New York State License

Contact this candidate