Service Representative Customer
Resume:
Cher Brown-Underwood
San Diego, CA *****
*******************@***********.***
With experience in management and patient service, Legal assistant based work, I possess the ability to both
meet set goals with also having the ability to provide personal deployment to those around me. My work
demeanor consists of hard work and dedication with a primary focus on productive results. Work Experience
Application Specialist
Ken Cook Underwood LLC - San Diego, CA
February 2020 to Present
Applied for Grants (SBA) Small Business Administration and (PPP) Paycheck Protection Program as well as assisting people with applying for unemployment during The Pandemic. Consulting for Small Businesses, Marketing, Office, Administration, Accounts Payable/Receivable Managing and Creating Business CRM's databases like Salesforce, TrackVia, and Airtable Consulting-Office-Administrator (REMOTE)
Cloud 9 / Touch Bistro & Hookah Lounge - Orangeburg, SC December 2019 to Present
Managed and evaluated 10-12 employees, in a collaborative manner as business needs Managers, Bartenders, and waiters.
• Resolved billing discrepancies and submitted requests for adjustments and corrections as necessary,
• Responded to inquiries (written, verbal, emails, or faxed), account follow-up reviewing payments, generating reports, accuracy, and auditing documents managing all vendors and contractors and billing.
• Accounts Payable and Receivable via QuickBooks
• Payroll via ADP
In-Home Support and Hospice Care
Ken Cook Underwood LLC - San Diego, CA
December 2020 to April 2022
Day to Day Care for the Elderly preparing meals preparing and prepping daily medications blood pressure and vitals daily grooming as well as bathing.
Collections Specialist
Reliant Funding - San Diego, CA
April 2019 to November 2019
Understanding and applying terms of contracts
● Notated and pursued successful resolution of defaults
● Contacted business owners (None PG's) by phone and email to resolve delinquency issues
● Communicated and built trust to overcome objections and resolve the debt
● Advised business owners of potential actions surrounding defaults
● Ensured compliance with all laws associated with recovery
● Met daily call expectations of 150+ with accounts worked at 100+ Associate Clinical Administrative Coordinator and Quality Control Specialist Optum United Health Care - San Diego, CA
September 2016 to September 2018
• Clinical Coordinator taking Inbound/Outbound calls with United Healthcare Members to Schedule House Calls Visits, navigating through I3, Scripter and Scheduler addressing all questions and educated members on the importance of having a HouseCalls visit.
• Delivering all information and questions in a positive, conversational and compassionate manner to developing a relationship with the members, while providing the best customer service experience.
• QA Specialist monitored Inbound/Outbound calls and emails. Provided reporting accuracy, customer service performance, and conformity with company policies and procedures. I assisted in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials. Customer Service-Patient Service Representative
TriWest Healthcare Alliance
November 2015 to March 2016
Placed outbound calls to Veterans, contracted providers and other practices to obtain and communicate appointment information
• Conducted, confidential data overseeing authorized referrals/forms, medical records updated medical documentation from network providers for every Veteran encountered tracked within the Tri-West Veteran Medical Management System (Care Radius)
• Contacted providers to obtain missing medical documentation to assure compliance with timelines
• Worked in a detailed, multi-tasked and disciplined environment, managing multiple tasks lists in accordance with directed time frames
• Scheduled appointments for Veterans using the medical management appointing for specialty care in the provider network in accordance with VA guidelines and Tri-West procedures
• Protected the privacy of health information of Veterans when using or disclosing Protected Health Information (PHI) PHI is any information about health status, or healthcare services that is linked to an individual.
Office-Administrator
Global Green Inc - San Diego, CA
July 2010 to August 2015
Office Administrator overseen 10 employees, provided hands-on training to all Waste Consulting Service Coordinators and Sales Representatives, resolving day-to-day administrative and operational problems, directed maintenance, logistics, equipment and inventory of assets and supplies, sourcing for suppliers (vendors), Scheduled and coordinated meetings, interviews, events, and other similar activities
• Accounts Payable/Accounts Receivable, sent and received mail, prepared business correspondences, and Legal documentation
• Assisted Sales Representatives analyzed Individual Client Properties Waste Hauler Service Agreements, past billing, and any negotiations currently in place at the time.
• Developed recommendations to reduce future waste and recycling expenses, conducted onsite property audits to determine current consumption of waste and recycling versus actual usage of waste and recycling accumulated monthly, reviewed billing discrepancies, and requested adjustments and corrections as necessary
Collections-Supervisor and Hearing Representative
West Coast Lien Services - San Diego, CA
November 2006 to July 2010
Managed and evaluated 10-12 employees, in a collaborative manner in the Collections Department for unpaid Workers' Compensation, hospitals, surgery centers, and physicians balances
● Resolved billing discrepancies and submitted requests for adjustments and corrections as necessary, responded to inquiries (written, verbal, emails or faxed), account follow-up reviewing payments, generating reports, accuracy, and auditing documents managing all files
● Performed training and created benchmarks for team production
● Followed-up on unpaid claims, if unable to resolve balance, Filed Workers' Compensation court documentation to litigate unresolved issues, appeared in Court and negotiated with Insurance Carriers
● Served as key facilitator between attorneys, insurance carriers, claims adjusters, and medical providers in lien resolution, setting matters for Trial intervention, event planning, leadership development, public relations, and administration of services
Education
High school or equivalent
Certifications and Licenses
Driver's License
Additional Information
Relevant Skills
● 10 + years of successful experience in customer service, with recognized strengths in sales support, project management with the capability of training others
● Ability to problem solve, negotiate, and rapidly master new systems
● Experience in resource management
● Working knowledge of Medicaid, Medicare, Medi-Cal, Medical Billing/Coding, ADP Payroll Management, Trackvia, Quick Books, Sales Force and Care Radius
● Proficient in MS Word, Excel, PowerPoint, Access in Microsoft Office
● Strong managerial skills and customer focused, quick and eager to learn new processes
Contact this candidate