Rhonda Coleman

Houston, TX

adu3jo@r.postjobfree.com

281-***-****

Skilled Customer Service Representative establishes professional and positive relationships with customers to address issues using company policies and practices. Demonstrated experience managing customer interactions professionally. Excellent influencing skills to communicate with credibility, tact and diplomacy.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

HIM Specialist

Townsen Memorial Hospital Surgery Center - Houston, TX August 2016 to Present

• Protect the security of medical records to ensure that confidentiality is maintained.

• Process patient admission and discharge documents.

• Review records for completeness, accuracy and compliance with regulations.

• Audit analyzes charts, record documentation deficiencies for attending physicians to correct.

• Enter data, such as demographic characteristics, history and extent of disease, diagnostic procedures and treatment into computer.

• Release information to persons and agencies according to regulations.

• Knowledge of medical terminology used by insurance/managed care health plans.

• Reviewed patients medical records and assign codes to diagnoses and procedures performed so facility can bill insurance and other third-party payers.

Remote - Call Center Agent ( Part Time)

WestPark Communications - Spring, TX

October 2015 to Present

• Answer inbound calls as well as assist customers who have specific requests/inquiries.

• Capturing information and entering data in computer in a timely manner.

• Operate our customer service database and read relevant call handling instructions.

• Relay messages and route calls to appropriate resource.

• Follow up the calls of the client with clerical duties as well as liaising with other departments. Annual Enrollment Client Service Representative (Temp assignment) Empyrean Benefits Solutions - Houston, TX

September 2015 to December 2015

Sept 2015 - Dec 2015

• Answers questions and resolves issues based on phone calls, emails, internet inquiries from members, clients and others while maintaining consistent quality. Research and respond to enrollment issues.

• Provide problem resolution by effectively communicating with other departments, product vendors, and the participant or client and Insurance Verification.

• Effectively document and track contacts with participants, clients and vendors. Ensure all interactions with customers (both internal and external) are professional and courteous.

• Escalate appropriate referrals, complaints, grievance and appeals according to client requirements. Educate participants, clients and others on self-service options.

• Update member data including dependents, change of addresses, etc., ensuring data integrity. Completes tasks, generates letters and files associated paperwork. Effectively interact with all team members for purpose of resolving participants' or clients' needs. Special projects and other duties as assigned.

Client Relations Manager

Precheck Inc - Houston, TX

May 2005 to February 2015

• Primary point of contact for clients

• Operate as the lead point of contact for any and all matters specific to customers.

• Build and maintain strong, long-lasting customer relationships.

• Ensure the timely and successful delivery of solutions/reports according to customer needs.

• Communicate clearly the progress of monthly/quarterly account metrics

• Assist with high severity request or issues escalations as needed

• Familiar with Sales Force business systems

• Cross sell products as needed to provide best possible solutions. Education

Associated Arts

Houston Community College

2014

Certificate of Completion in Health Information Technology/Health Information Coding in Medical Coding

Houston Community College - Houston, TX

2004 to 2004

Skills

• Microsoft Office, MS Word, MS Access, MS Excel, Internet Explorer, Outlook, PowerPoint, Adobe,Taleo, Kenexa, Brass Ring, Big Biller, Sale Force, Medical Management Software – Advantex (5 years)

• 10 Key Data Entry

• Account updates Inbound and outbound calls Performance-driven Consumer behavior Script use Warm calling Problem resolution Customer service (10+ years) Additional Information

Communicate verbally and written with high level of confidence ●Creative thinker ●Ability to resolve critical problems ●Good organizational skills ●Able to multi-task and handle conflicts ●Ability to work individually or as a team member as required ●Ability to build long-term relationship with customers and provide superior customer service ●Assist in the training of new employees●Handle any special projects as assigned ● High volume call center experience. COMPUTER SKILLS

Operating Systems:

Taleo, Kenexa, Brass Ring, Big Biller, Sale Force, Medical Management Software - Advantex Software / Applications:

Microsoft Office, MS Word, MS Access, MS Excel, Internet Explorer, Outlook, PowerPoint, Adobe 10 Key by touch- 60WPM typing speed

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