Service Representative Call Center

ALINA MCCRAY

**** ********** **. ********, ** ***14 469-***-**** ******.*****@*****.***

PROFESSIONAL PROFILE

Detail-oriented professional with strong leadership and customer service skills. Able to facilitate efficient workflows and communicate effectively with co-workers, patients, and staff. Follow policies, procedures, and guidelines to ensure consistent quality. Maintain and safeguard patient privacy and confidentiality.

§ Academic Honors Recognition – Honor Roll.

§ Well-organized, able to manage time and priorities in deadline-driven environments.

§ Function independently with minimal direction and guidance.

§ Professional Software – ADS.

§ Communication Platforms – Zoom, MS Teams, and Google Meet.

§ Microsoft Office Applications – Word, PowerPoint, and Outlook Typing Speed: 40 WPM. KEY QUALIFICATIONS

Human Resource Management Organizational Improvements Interpersonal Professional Communications Business Operations Practice Structure, Leadership & Management Medical Administrative Procedures Healthcare Ethics HIPAA Compliance Accounting Payroll Appointment Scheduling Medical Terminology Insurance Verification CMS 1500 Processing Co-Payments UB-04 Medical Records Management Insurance Billing Procedures Insurance Claim Cycle Health Records Management Electronic Health Records (EHR) Electronic Medical Records (EMR) EDUCATION

Ultimate Medical Academy Associate of Science Degree – Healthcare Management, 2022 PROFESSIONAL EXPERIENCE

United Healthcare Remote 11/2022 – Present

Senior Customer Service Representative

§ Ensures quality customer service for internal and external customers.

§ Handles all incoming phone calls and identifies/assess customers’ needs accurately and timely regarding potential third party liability.

§ Solves problems systematically, using sound business judgment.

§ Applies appropriate communication techniques when responding to customers.

§ Recommends customer service strategies and related improvements/enhancements.

§ Maintains timely, accurate documentation for all phone call interactions.

§ Consistently meets established productivity, schedule adherence, and quality standards. Dyck-O'Neal Inc. Call Center – Dallas, TX 09/2018 – 11/2022 Trainer / Document Specialist / Customer Service Representative

§ Train new hires and provide back-up support to receptionist.

§ Handle 300+ calls per shift, perform account level research, and provide information.

§ Transfer contacts to appropriate mortgage collector, relay detailed messages, and maintain accurate records.

§ Accept payments, leave detailed messages, and document each account property in ADS. Etan Industries Call Center – Dallas, TX 02/2018 – 06/2018 Soft Collections / Customer Service Representative

§ Managed 300+ inbound and outbound calls per day and provided excellent customer service.

§ Answered questions, updated account information, accepted and posted payments, and documented activities.

§ Engaged with clients in a friendly and professional manner while actively listening to concerns. ALINA MCCRAY, Cont.

Nations Home Warranty Call Center – Dallas, TX 08/2016 – 03/2017 Customer Service Representative

§ Answered inbound calls, provided product information, and entered customer information into databases.

§ Followed up with customers after services to ensure needs were met.

§ Adhered to company policies and procedures and met metrics and quality standards. ZeroChaos Call Center – Dallas, TX 05/2015 – 05/2016 Employment Verification Specialist / Customer Service Representative

§ Handled 100+ outbound calls per shift and work closely with clients to conduct employment research.

§ Verified education, work history, and professional references for screening purposes.

§ Documented call interactions in database in a concise and accurate manner. United Health Group Call Center – Richardson, TX 01/2015 – 04/2015 Pharmacy Help Desk / Customer Service

§ Assisted pharmacist with overrides and processed prior authorizations for Catamaran members.

§ Answered incoming calls, responded to inquiries, and documented call interactions.

§ Maintained security and privacy of sensitive information. ADDITIONAL EXPERIENCE

Sharonda’s Playhouse Teacher – Dallas, TX 2014 – 2014 Pro Staff Federation of State Medical Board / Analyst – Euless, TX 2013 – 2013 Connextions Call Center Customer Service Representative – Irving, TX 2012 – 2013 Aegis Communication Group Call Center Call Specialist – Irving, TX 2010 – 2011 Volunteer experience includes Salvation Army North Texas – Sorted and packed toys for annual Angel Tree Program in 2018.

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