Service Representative Remote

NG

NIKITA GRANT

**************@*****.*** 843-***-**** Florence, SC 29505

Lead Coordinator taking -charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration. Resourceful Coordinator possessing outstanding prioritization, multitasking and planning abilities to juggle responsibilities. Systematic and methodical professional offering 25 years of hands-on experience handling various administrative duties and tasks in office setting. Commended and recognized for meticulous file management abilities. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Customer Support

Inbound and Outbound Calling

Excellent Attention to Detail

Proactive Self-Starter

Microsoft Office

Database Management

Work Prioritization

Computer Skills

Time Management

Team-Oriented and Cooperative

Policies and Procedures Adherence

Strong Analytical and Problem Solving Skills

Establishing and Maintaining Customer Relationships Salesforce CRM

Teamwork and Collaboration

Patient relations

Patient safety

Healthcare delivery

Hospital coordination

Case management experience

Lowe's Home Improvement Florence, SC

Customer Service Associate/ Cashier

05/2022 - Current

Assisting customers with finding products / stocking shelves with new products Making sure products are in labeled correctly and updated by their date Making sure isles are clutter free

Finding products online for customers

Providing good customer services and understanding where products are located when needed.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Performed needs analysis and presented options based on findings to help customers make decisions.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.

Educated customers on special pricing opportunities and company offerings. Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.

Met and exceeded productivity targets by handling every interaction with top-notch customer service.

CASA Florence, SC

Family Advocate

Assisting families and children with challenges that comes to home placements Monthly reports and check-ins on children taking care of and any needs or concerns Summary

Skills

Experience

06/2015 - Current guardians has

File reports with Attorneys who is assigned to case to make sure if there is any issues that needs to be addressed

Keep close contact with family members as well as their caseworkers Utilized task prioritization and data organization skills to effectively manage large caseload.

Partnered with families and provided resources to build growth that promoted better self-reliance.

Served as liaison between students, homes, schools, family services, child guidance clinics, courts, protective services, doctors and other contacts to help children facing problems such as disabilities, abuse or poverty.

Informed victims about legal processes and timelines. Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.

Facilitated parental workshops and classes to provide support to children in achieving school and academic success.

Reviewed and analyzed violent crime reports to identify crime trends. Used job-related software to compose or prepare correspondence, case notes and technical reports

Conducted home visits and kept in contact with families by phone in accordance with agency policies.

Advocated for victims during difficult situations by filing police reports and connecting to needed services.

Determined availability of services and programs within community for parents with disabled youngsters.

MPHI Lansing, MI

Contact Tracer/Case Investigator

01/2021 - 01/2022

Contacting patients that were in contact with someone who was positive for COVID-19 and monitoring for 14 days or ten days depending on their residents Monitored state of Michigan making sure contacts need to self-quarantine and get tested for COVID-19

Provide information on care, resources like food help with utility bills, etc. Provide testing site information

Giving websites for emotional care by overwhelmed and stressed out Providing vaccination locations, for those who cannot leave home get receives kits at their homes

Completed data entry to facilitate case interview and elicited close contacts into designated system immediately after obtaining.

Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented contact attempts and timeframes. Explained importance of contact tracing to prevent disease transmission and keep communities healthy.

Delivered healthy living and disease management information to specific population groups.

Notified individuals regarding appointment follow-ups and referrals and provided transportation to appointments.

Leveraged scripted template to guide interview process, ask required questions and conduct interactions with professionalism and empathy. Educated clients on options to assist in making informed decisions. Answered calls and interacted with community members to provide information on advocacy services.

TTEC Englewood, CO

Customer Service Associate

04/2020 - 08/2020

Makes high volume outgoing phone calls to patients and contacts in empathetic and professional manner

Enter information into Citrix database, data entry, provide details and support, connecting patients to local resources

Utilize scripts to communicate guidelines, next steps, and quarantine procedures Will assist with return to work

Demonstrating ability to comprehend information related to COVID such as symptoms, infectious and testing

Understanding and serving care to patients for those in need Answer incoming phone calls and take appropriate action for each call Customer Service Remote

Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.

Addressed inquiries, resolved customer issues and managed customer relations. Educated customers on special pricing opportunities and company offerings. Organized client contracts, records and reports to strengthen traceability. Reviewed account and service histories to identify trends and resolve issues Documented customer correspondence in CRM to track requests, problems and solutions.

Troubleshot shortages and overages to support quality control efforts. Relayed customer feedback to cross-functional teams to improve products and services.

Maintained customer privacy and protected company operations by keeping information private and confidential.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.

Recommended and initiated product offerings to meet customer changing needs. Improved customer service wait times to mitigate complaints. Performed needs analysis, presented options based on findings to help customers make decisions.

Met and exceeded productivity targets by handling every interaction with top-notch customer service.

Processed documentation and troubleshot discrepancies to build client rapport. MMC Recruitment Group Ltd Florence

Medical Records Specialist

09/2020 - 01/2021

Verifying patient's insurance for Medicaid and Medicare Calling primary doctors to confirm coverage for patients' medication Updating patients' information and vital records, including dosage of medication and where medication should be shipped

Verifying their secondary insurance as well to make sure it covers medication ICD-9 codes are correctly but in and verified through physician's office, data entry Verifying patients identity

Entered patient insurance, demographic and health information into software and confirmed records.

Set up patient charts and documented information in various company software. Maintained electronic medical records for all clients Provided respectful assistance to patients, staff members and insurance company representatives.

Consolidated diverse medical records.

Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations.

Managed release of information requests and identified requestors as patient, relation or provider.

Obtained information by contacting appropriate personnel or patients. Processed and invoiced records requests from patients, providers and third parties. Oversaw third-party billing and payment collection. Streamlined day-to-day office processes to meet long-term goals. Determined and implemented techniques to improve medical records retrieval process.

Pulled patient records and transferred information to appropriate parties. Purged outdated files.

Scanned incoming documentation.

Verified record copies before handing each over to check for and remove unnecessary details.

Organized patient charts, gathering medical histories, lab results and consents. Observed confidentiality and safeguarded all patient-related information. Scanned and validated medical records for upload.

SITEL New York, NY

Support Customer Service Representative

03/2020 - 06/2020

Support customers with billing inquiries

Account or product questions, service orders Installation scheduling, troubleshooting More - via phone, email, chat, and social media

Assuring customers transfers are complete and accurate Receiving, bill paying and transferring funds throughout different parts of world Data Entry

Avaya, CSC, CRM, Citrix, Shift board knowledge

Troubleshooting, Technical

Delivered accurate service information to meet goal-directed development plan. Leveraged software and systems to obtain information and maintain documents. Consulted with customers regarding needs and addressed concerns. Resolved customer concerns with friendly and knowledgeable service. Met and exceeded productivity targets by handling every interaction with top-notch customer service.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Exceeded customer satisfaction by finding creative solutions to problems. Understood and followed oral and written directions. Leveraged Salesforce skills to input and compile data gathered from various sources. Recognized by management for providing exceptional customer service. Delivered products to customer locations on time.

Answered 80 calls per shift to assist with customer questions and concerns. Identified needs of customers promptly and efficiently. Hobby Lobby Florence, SC

Customer Service Representative

09/2019 - 01/2020

Assisting customers with finding products, stocking shelves, updating items Attending meeting for updating items

Setting up shelves with new items make sure isles stay clutter free Sweeping up and cleaning store during closing time Moving outdated products for discount

Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Achieved cost-savings by developing functional solutions to problems. American Red Cross Florence, SC

Supervisor

10/2016 - 09/2019

Strategic Planning & Execution

Heads development and supervision of staff members including hiring, training, coaching, evaluating, disciplining team to ensure well-qualified team to enhance operational success or compliance

Manages and directs all aspects of blood or apheresis collection operations to ensure efficient process

Strategically performs clerical and administrative functions to provide documentation, ensure donor or recipient safety, and monitor staff competency Training members about blood collection procedures Transformational Change

Supervising setting up of blood drives in different parts of South Carolina and ensures that blood drives start on time

Inspect any equipment malfunctions or all equipment is up-to-date ready to be used Successfully managed high volumes of client-facing interactions established strong rapport with physicians, medical, laboratory staff and patients Handled customer complaints, resolved issues and adjusted policies to meet changing needs

Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand

Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.

Monitored employee productivity to provide constructive feedback and coaching. Responded to employee concerns or complaints by coordinating with human resources team to solve issues.

Identified needs of customers promptly and efficiently. Displayed strong telephone etiquette, effectively handling difficult calls. Coached staff members to develop long-term career goals. Castle Medical Smyrna, GA

Collection Specialist

07/2015 - 10/2016

Strong Clinical Judgment

Responsible for obtaining venipuncture, identifying patients prior to phlebotomy, processing various blood test orders, verifying patient's insurance coverage for medical billing, researching patient's information for testing Collaborates with supervisor regarding phlebotomy difficulties and unusual findings with donor health assessment

Performs donor phlebotomies per proper procedures to ensure that blood supplies are safe, pure, and potent

Trained new team members on scripts, company services, performance strategies and provided mentoring

Maintained high volume of calls to meet demands of busy group Processed payments apply to customer balances

Recorded all information regarding financial status of customers Achieved performance goals on consistent basis.

Secured payments by following up with customers which disregarded promise to pay. Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.

Reviewed accounts to determine payment plan compliance. Quest Diagnostics Shelby, NC

Medical Coding

08/2007 - 07/2015

Collaborate with physician and staff, practicing excellent customer service, performing clerical and specimen processing duties Understand departmental rules to create balanced work atmosphere Entered orders into EMR system efficiently and without errors Resourcefully used various coding books, procedure manuals and on-line encoders Initiated, performed, and documented quarterly coding audits for physicians Reviewed patient charts to better understand health histories, diagnoses, and treatments

Reviewed, analyzed, and managed coding of diagnostic and treatment procedures contained in outpatient medical records

Utilized active listening, interpersonal and telephone etiquette skills when communicating with others

Interacted with physicians and other healthcare staff to ask questions regarding patient services and ensure chart accuracy

Accurately selected proper descriptive code when more than one anatomical location was indicated

Processed insurance company denials by auditing patient files, researching procedures and diagnostic codes to determine proper reimbursement Reviewed outpatient records and interpreted documentation to identify all diagnoses and procedures

Performed billing and coding procedures for ambulance, emergency room, impatient

, outpatient services

Followed quality standards and procedures to minimize errors, maximize customer satisfaction

Investigated and resolved customer complaints to foster satisfaction Updated quality control standards, methods, procedures to meet compliance requirements.

Read through patient health data, histories, physician diagnoses and treatments to gain understanding for coding purposes.

Maintained current working knowledge of CPT, ICD-10 coding principles, government regulation, protocols and third-party billing requirements. Quickly responded to staff and client inquiries regarding CPT codes. Communicated with healthcare personnel, including practitioners to promote accuracy.

Interpreted medical reports to apply appropriate ICD-9, CPT-4 and HCPCS codes. Interpreted medical terminology and pharmacological information to translate information into coding system.

Purged inactive files and destroyed obsolete files following procedures. Pulled patient records and transferred information to appropriate parties. Set up patient charts and documented information in various company software. Handled incoming calls and directed callers to appropriate department or employee. Compiled and coded patient data using standard classification systems. Proofread documents carefully to check accuracy and completeness of all paperwork.

University of Phoenix Phoenix, AZ

Bachelor of Science in Criminal Justice

01/2019

2018 - Dean's List

3.9 GPA

Phoenix Recipient of Arts Recipient

Shaw Academy

Associate of Arts in Social Media

06/2017

University of Phoenix Phoenix, AZ

Associate of Arts in Health Management and Clinical Assistance 08/2016

2015 - Dean's List

3.9 GPA

Recognized as Employee of the 12 months for outstanding performance and team contributions. Consistently maintained high customer satisfaction ratings. Promoted to Office Manager due to former manager quitting without notice and handling patients with care that achieved the client not losing the account.

Led team to achieve the client not to lose the account to another competitor, earning recognition from upper management and financial reward.

Member, Alumni Association University of Phoenix

Education and Training

Accomplishments

Activities and Honors

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