Service Representative Call Center
Resume:
PHYLLIS WHITE
**** ******** ***** **** ********, TX 75150 832-***-**** *******.*******@***.***
PROFESSIONAL PROFILE
Customer service oriented professional able to ensure timely and high-quality billing services. Communicate effectively with clients, internal staff, providers, and insurance payers to support the billing process.
Possess collections, call center, administrative support, and healthcare industry experience.
Display excellent written and verbal communication skills.
Follow standard operating procedures, established work processes, and company policies.
Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate.
Communication Platform – Zoom.
Microsoft Office Applications – Word, Excel, Outlook, and PowerPoint with 10-key skills.
KEY QUALIFICATIONS
Medical Practice Management Systems Medical Terminology Medical Records HIPAA Compliance
Insurance Verification Insurance Claim Processing Reimbursement Processing Revenue Cycle Management
Medicare / Medicaid Government Payers Third Party Payers Introduction to CPT & ICD-10 Coding
Medical Billing Medical Office Medical Administrative Patient Registration Data Entry
EDUCATION
Associate of Science Degree / Health Sciences – Medical Office and Billing Specialist, 2022
PROFESSIONAL EXPERIENCE
Heavenly Home Nursing Agency – Denton, TX 10/2021 – Present
Home Health Aide
Provide companionship and personal care.
Monitor vital signs and medication, and assist with personal hygiene and mobility needs.
Handle light housekeeping duties, prepare meals, and transport to locations outside the home to run errands to take to doctor appointments.
Respect patient privacy and confidentiality.
Sedgwick Claims Management – Plano, TX 08/2021 – Present
Remote Customer Service Representative – Call Center
Interact with customers via inbound calls to resolve customer inquiries.
File claims and provide status upon request.
Take action and follow up to ensure timely and efficient problem resolution.
Enter customer data, pay close attention to detail, and uphold guidelines to assure confidentiality.
Communicate in a clear and concise manner and work effectively as a team member.
EVO Payments, Inc. – Addison, TX 03/2021 – 06/2021
Tech Support
Provided basic application software and hardware support.
Responded to and diagnoses problems through discussion with users.
Identified, researched, and resolved technical issues.
Documented, tracked and monitored problems to ensure a timely resolution.
Insight Global / Alliance Rx Pharmacy – Dallas, TX 10/2020 – 03/2021
Mail Order Clerk
Received inbound calls from facilities and physician offices and initiated outbound calls to obtain new and existing prescription orders, coverage information and prior authorization forms.
Interpreted and process Explanation of Benefits (EOB), used ICD-10 codes to process claims, and ensured its accuracy and completeness at time of submission.
Upheld a safe, effective, and clean pharmacy by complying with procedures and protocols.
Contributed to team effort by accomplishing goals.
CSC ServiceWorks – Irvin TX 03/2018 – 10/2020
Collections Specialist / Customer Service
Interacted with customers via inbound call traffic to collect and resolve outstanding debt accounts.
Answered inquiries, set up payment arrangements, and documented activities in an accurate manner.
Maintained thorough knowledge of federal, state, and local regulations and internal policies.
Demonstrated friendliness and professionalism when dealing with customers.
Service King Collision Repair – Richardson TX 06/2016 – 03/2018
Customer Service Representative – Call Center
Received inbound calls, and asked and answered questions regarding company services.
Tracked and documented calls using a company specific software program.
Continuously improved call handling skills, system knowledge, and communication skills.
Provided exceptional service to customer that met or exceeds contractual service level agreements.
Mastec Business Center – Coppell, TX 09/2013 – 03/2017
Sales Representative / Customer Service – Call Center
Managed inbound and outbound calls.
Established and maintained an engaging customer service environment, greeted customers, and communicated effectively to respond to questions, explain services, and fully understand needs.
Upsold products and services, entered information into computer, and verified and updated account information.
Adhered to sales processes and procedures, accepted and processed payments, and maintained store appearance.
Worked effectively in a team-oriented environment to provide quality customer service.
Dispatch Specialist / Tech Support
Provided client support and technical issue resolution via e-mail, phone and other electronic means.
Scheduled appointments and dispatched service staff members to service sites.
Maintained proper radio communications with drivers, and stayed familiar with assigned territory.
Medix Staffing / Health Management System Insurance Company – Irvin TX 12/2011 – 04/2013
Insurance Verification Specialist – Call Center
Managed outgoing phone calls, updated patients plan and referred them to the provider for adjustments.
Educated customers about the fundamentals and benefits of their healthcare plans.
Ensured safety and confidentiality of data and systems by adhering to the organizations information security policies.
Navigated through multiple computer applications with speed and accuracy.
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