GANELLE PHILLIPS

**** * *** **. ***#*, Coeur d''Alene, ID 83814

adw1o6@r.postjobfree.com Phone 208/916-5436

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent customer service, time management and problem-solving skills.

SKILLS

●Customer Service Training

●Call Center Customer Service

●Retail Sales Customer Service

●Customer Complaint Resolution

●Escalated Calls Management

●Quality Control Understanding

●Multi-Line Phone Proficiency

●Attention to Detail

●Ability to Be Flexible

●Effective Problem-Solving

●Multitasking and Organization

●Documentation

●Time Management

●Advanced MS Office Suite Knowledge

●Data Entry and 10-Key

●Verbal and Written Communication

●Handling Confidential Materials

●Invoice Processing

●Accounts Payable and Receivable

●Bookkeeping/QuickBooks Profiency

●ICD-9/10, Medical Terminology

●Independent & Motivated

●Teamwork Skills

●Clerical Support

●Mail Handling/Postage Meter

●Office Machine Operation

WORK HISTORY

Express-Scripts - Remote

Resolution Specialist/Sr. Prior Auth Rep // November 2016 to March 2023

●Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.

●Reviewed information for prior authorization requests and communicated via phone and email to resolve any issues.

●Evaluated clinical criteria for approval or denial for prescription drugs based on plan requirements.

●Maintained patient confidentiality and safeguarded medical records to avoid information breaches.

●Fielded telephone and email inquiries on authorization details from plan members, medical staff and clients.

●Input all patient data regarding claims and prior authorizations into system accurately.

●Helped team members develop skills and improve performance to maximize service and productivity.

●Excellent communication skills, both verbal and written.

●Identified issues, analyzed information and provided solutions to problems.

Liberty Mutual/Safeco Insurance

Customer Routing Coordinator // Liberty Lake, WA // June 2016 to November 2016

●Met customer call guidelines for service levels, handle time and productivity.

●Investigated and resolved customer inquiries and complaints quickly.

●Educated customers about billing, payment processing and support policies and procedures.

●Followed standard operating procedures when handling customer problems and complaints.

●Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.

●Recorded customer interactions, inquiries and comments in customer service database for traceability.

Yokes Grocery Store

Cashier // Post Falls, ID // July 2015 to June 2016

●Responded promptly to customer inquiries.

●Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.

●Operated cash register for cash, check, and credit card transactions with excellent accuracy.

Walmart

Customer Service Supervisor // Post Falls, ID // May 2011 to April 2015

●Responded to customer inquiries through active listening and open-ended questioning to resolve complaints and increase satisfaction.

●Reconciled cash drawers at start and end of each shift, accounting for errors, and resolving discrepancies.

●Handled large sums of cash.

●Performed check cashing, MoneyGram and money order transactions.

●Supervised cashiers and associates; provided training, conducted performance reviews and disciplinary actions.

●Department Manager, Housewares

●Developed and implemented strategies to keep stock organized and reduce excess inventory.

●Stocked designated items on shelves, end caps and displays.

●Executed regular inventory counts and supply audits to monitor shrinkage.

●Updated merchandise pricing to match new values and special promotional rates.

●Labeled products, rotated stock and fronted merchandise for appealing display.

●Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.

●Operated equipment such as pallet jacks and hand trucks to move inventory.

●Completed physical inventory counts each week to avoid outs.

●Reset shelves to match planogram images and re-stocked inventory per instructions.

EDUCATION

No Degree/Core credits towards Associates - Health Administration

North Idaho College // Coeur D'alene, ID

Vocational Training - Medical Billing & Bookkeeping

Spokane Community College // Spokane, WA

Certificates - A/R, A/P, Payroll, Bookkeeping & Records Mgmt

Long Beach City College // Long Beach, CA

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