May ****- Dec ****

Oct ****-Aug****

Brooke Verdell

**** ******** **** ********, ** 72120

501-***-**** • aduqh2@r.postjobfree.com

Objective

Seeking a customer communication support position utilizing my extensive experience,education and passion for customer satisfaction.

Key Qualifications

● Over 5 year's experience as inbound and outbound call center, sales, presenter, cold calls, & sales.

● Multitasking remote full-time position the last 18 months.

● Patient Advocate project for all ProHealth clinics

● Achieves customer satisfaction,Dr apts, referrals, or refills.

● Detailed outsourcing to correct department.

● Self-motivated & disciplined with a strong work ethic. Positive recent annual review with Wipro.

● Top 5 in Optum team quality of work.

● Extensive certification including: technical, service, procedures,software,metrics, inbound &outbound. Dependable, personable, and dedicated.

● High customer satisfaction rate proven by recent surveys.

● Provides active listening,customer reiteration& relatability. Work Experience

Patient Advocate

Wipro Optum Inbound Specialist

● Served a wide variety of clients.

● Extensive training for 8 weeks on all areas of call center, customer service, billing, patient advocacy, insurance billing protocol, audit calls,metrics & satisfaction.

● United health care testing &training.

● Verification of all inbound caller following HIPPA.

● Multitask with entering to outsource program Epic to the specific Dr office with Pro Health in Nyc.

● Managed NYC patients for over 20 different locations in NY,40 doctors, 40 hours a week, all home office remote.

● Adaptable to change as my projects are highly trained, then I proceed with the work and project complete and moved to a new client .

● Relational with patients to ensure comfortable while speaking with me concerning their medical issue .

● Made follow up appointments for patients using our computerized customer management system gensis.

● Answered the phone (average 50-100 inbound patients per day ) updated appointments, and forwarded calls to the medical staff per pointing out of a patient was in red code .

● Verify the refill request granted,dr follow ups if in need.

● Check patient hours on amount of time for a response .

● Organized system to keep focus on working remote.

● Team management as part of Microsoft Teams.

● Team lead discussions & answer questions.

● Searched for best options for patients of PCP clinics,Gynecology,Obstetricians&Pediatrics.

● Familiar with medical terminology to send concise messages to the correct routing location .

● Prevented all clinics front desk staff extra work.

● Creative thinking and problem solving to get superior customer satisfaction ratings . Customer Communication Specialist

Wipro Optum Outbound IB team

● Outbound calling to specific projects assigned by clients.

● Contact billing departments to give client updated status Complete insurance quotes to notify of investigation.

● Correct mistakes in the system so the fax & email team can send the request with the new information. Jan 2000-Jan 2015.

Aug 2018 - Dec 2019

Aug 1999-May 2003

● Review insurance information with representatives

● Quality of work so no Hippa violations are made.

● Refer unresolved request for an Ib after the 3rd request.

● Confer with hospital billing departments by telephone to confirm patient identity is showing in the system a request

● for an itemized bill & when not send request to our fax and email team.

● Communicate effectively with client through clinical point program updates with outcomes on every outbound call.

● Update smartsheets daily for call attempts or completions.

● Check changes were made to resolve client problems.

● Keep supervisor updated when management needed. Complete tracking forms and prepare daily goals.

● Resolve billing department service or billing complaints by performing activities needed to achieve satisfactory results.

● Creative resolution on client and biller relations.

● Continue education In programming to obtain the end result of well-rounded knowledge. Marketing Director

Excel Models and Talent

● Sales team leader & negotiations of sale contracts

● Interview &acquire new talent

● Create marketing campaigns,budget,& advertising

● Recruiting business event partners &sponsors

● Arrange payment contracts&payments.

● Digital marketing & social media campaign.

● Time manage multiple responsibilities.

● Designed and write monthly newsletter.

● Created new programs to increase profit.

● Increased sales by 40% in 2 years .

Manufacturing,Customer Service,&Sales Rep.

S&G Distributors

● Problem solving

● Recruit new businesses

● Sale products in large bulk

● Provide insight to companies on financing

● Create imvoices

● Collections & follow up billing

● Follow up with all orders

● Create deals that fit each company profile

● Meet sale goals

● Live customer service to swerve efficiently and

Education

Bachelor Of Arts

University of Central Arkansas

● Graduated Magna Cum Laude with honors 3.89 GPA.

● Maintained academic& leadership scholarship 4 years.

● Major: Mass Communication & Public Relations

● Minor: Speech Communications

● Member of Student Government Association.

● Elected Freshman Class President

● Member of Alpha Sigma Tau - Senior Parliamentarian. References

Available upon request.

Contact this candidate