Mishon Zulka

CUSTOMER SERVICE/LEADERSHIP PROFESSIONAL

**** ********* **** – Waukesha, WI 53189 262-***-**** (m)

adu2g0@r.postjobfree.com

Highly-qualified professional with experience delivering quality management, training, and customer service in a fast-paced environment. A solutions provider dedicated to making operational and procedural improvements. Effective at anticipating and accommodating customer needs, de-escalating issues, and meeting tight deadlines. Reliable collaborator offering an environment that improves the quality of service within call centers.

Customer Service Problem Solver Negotiation Computer Proficient Multi-task Motivational

Adhere to Deadlines Organized Telephone Etiquette Time Management Coaching Verbal/Written/Interpersonal Skills Training

CUSTOMER SERVICE & TRAINING EXPERIENCE

Aurora Health Care – Milwaukee, WI 6/2003- Present

QUALITY MONITORING SPECIALIST (10/2015 – Present)

Randomly conduct sample monitoring to assess contact quality for superior service, documentation, and compliance. Created a scoring and statistical database and provide constant upkeep. Deliver ongoing information to the leadership team and staff members to improve the patient experience. Communicate compliance issues to management.

Introduced call center standards/guidelines scorecards and held on-going meetings, which led to great improvement in scores and customer service satisfaction.

Coached lower-scoring team members to improve their scores and quality of calls.

Meridian Resource Company 3/2020 - 11/2020

Customer Care Representative I (03/2020 – 11/2020)

Manages a high volume of inbound calls in a timely manner. Provide an exceptional service to members, providers, attorney’s and group administrators who are seeking information about subrogation files. Ask as an advocate for customers by providing support. Communicates complex issues to management.

Complies with HIPAA regulations as well as Compliance and Information Security procedures, including requires training and incident reporting.

Complies with all State and Federal TCPA regulations, including required training.

Coached lower-scoring team members to improve their scores and quality of calls.

TRAINING SPECIALIST-REVENUE CYCLE (6/2012 – 10/2015)

Provided training on revenue cycle applications (ADT, Prelude, and Cadence). Helped create an Epic training manual. Instructed colleagues in a classroom setting and on a one-on-one basis.

Revamped training guides for easy understanding, resulting in improved learning outcomes for new team members.

Acclimated team members with learning a new software program by providing individual instruction and brought them up to speed quickly.

APPLICATION SUPPORT SPECIALIST SPECIALIST-REVENUE CYCLE (10/2007 – 6/2012)

Implemented clinical and business applications. Delivered end-user orientations and staff training. Lent expert support on product upgrades/implementations for clinical and clerical caregivers.

Brought customer service surveys above the company’s standards through the creation of training programs.

Mentored a local high school student on all aspects of positions within the health care industry.

MEDICAL RECORDS TEAM LEAD (5/2006 – 10/2007)

Produced department-based systems that supported medical records, patient flow, and quality monitoring and billing. Served as the lead medical records policies and systems trainer for new physicians.

CLINICAL INFORMATION SERVICES (6/2003 – 5/2006)

Gathered and studied data when medical staff members, residents, and fellows received suspended privileges. Verified accurate and complete medical records information through the use of computer applications. Trained physicians on records completion.

Other Experience:

AAA Fire Inspection – Oconomowoc, WI

FIRE INSPECTION

Alpha Pregnancy Center – Watertown, WI

EXECUTIVE DIRECTOR

TECHNOLOGY

Proficiency in Epic, Phytel, and PowerChart Office

EDUCATION/TRAINING

Epic Credentialed Trainer: ADT/Prelude/Cadence and Ambulatory

Aurora Healthcare Leadership Program Epic Training/Certification

Aurora Leadership Academy: Graduation Certificate

University of Phoenix: Studied Computer Science

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