Service Representative Customer Service
Resume:
Tonya Phillips
Florence, AL *****
adxgll@r.postjobfree.com
Customer service oriented professional with 14+ years combined management and administrative experience, capable of ensuring smooth patient flow by providing prompt attention to pulling patient charts and necessary medical records, gathering accurate billing and financial information, and reviewing intake materials for accuracy and completeness.
Academic Honors Recognition / Honor Roll
FLEXIBLE: Adapts to new challenges and ideas and able to develop rapport with diverse populations
TEAM-ORIENTED: Motivates to create a collaborative and respectful environment
CUSTOMER SERVICE: Regarded as a natural people person with strong interpersonal communication skills
WELL-ORGANIZED: Manages time and priorities in multi-task environments Greenway Prime Suite EHR Microsoft Office / MS Excel MS Word MS PowerPoint Authorized to work in the US for any employer
Work Experience
Customer Service Representative (Remote)
Everise - Florence, AL
October 2020 to March 2021
Use company database to update patient information, address, account info, status of approvals, alternative medication, and coverage
Work with Medicare Insurance: receive inbound phone calls, verify insurance, discuss insurance coverage, process deductions, offer quotes on medication, fill out prior authorization form, sent emails, sent faxes, call physicians and pharmacy to get information or authorization
Accept payments, post payments, and set up recurring payments
Document all interactions
Customer Service Representative (Remote)
Concentrix - Florence, AL
July 2020 to October 2020
Received inbound calls, asked and answered questions, and provided information
Tracked and documented calls using a company specific software program
Handled difficult problems and avoided escalation wherever possible
Continuously improved call handling skills, system knowledge, and communication skills
Provided exceptional service to customer that met or exceeds contractual service level agreements Retail Merchandiser
Kalan Industries - Florence, AL
September 2019 to May 2020
Answered questions regarding the store and its merchandise via surveys
Maintained inventory control through daily documentation and replenished orders
Recommended, selected, and helped locate or obtain merchandise based on customer needs and desires
Stocked merchandise, sent invoices and troubleshot issues regarding inventory and supplies
Sent correspondences regarding issues and processed 1099-T form as sub-contractor Current volunteer experience includes 11 months as a Caregiver Caregiver
Private Duty Care - Florence, AL
January 2019 to December 2019
Assisted with activities of daily living
Handled light housekeeping duties, prepared meals and provided hygiene assistance
Transported to doctor appointments and handled medication reminders Shipping Lead / Front Desk Receptionist
Transtar Industries - Florence, AL
February 2005 to January 2019
Worked as Front Desk Receptionist (09/2009 - 11/2009)
Scheduled appointments, answered phones, scanned invoices and maintained files
Managed 14 employees, trained new hires and resolved customer complaints
Prepared shipping documents, ensured orders were filled correctly and managed documentation
Gathered orders needing to be filled, verified order accuracy and troubleshot issues
Loaded and unloaded trucks using forklifts and followed OSHA safety guidelines
Collected payments and prepared bank deposits
Education
Associate of Science in Health Science
Ultimate Medical Academy - Florida
October 2020 to March 2021
Diploma in Medical Office and Billing Specialist
Ultimate Medical Academy
2020
Certificate
Ultimate Medical Academy
Skills
• Customer service (10+ years)
• ICD-9
• Office experience (2 years)
• Data entry (10+ years)
• Microsoft Word (5 years)
• Typing (5 years)
• Microsoft Office (2 years)
• Computer literacy (10+ years)
• Computer skills (10+ years)
• OSHA
• Medical office experience (2 years)
• Management (5 years)
• Medicare (1 year)
• ICD-10 (2 years)
• Organizational skills (10+ years)
• Medical billing (2 years)
• HIPAA (2 years)
• Medical terminology (2 years)
• Patient care (10+ years)
• Front desk (2 years)
• Load & unload (10+ years)
• Insurance verification (1 year)
• Medical records (Less than 1 year)
• Caregiving (10+ years)
• Medical coding (1 year)
• Computer operation (10+ years)
• Meal preparation (10+ years)
• Communication skills (10+ years)
• CPT coding (1 year)
• CPR (2 years)
• Administrative experience
• Records management (Less than 1 year)
• Microsoft Powerpoint (1 year)
• Stocking (10+ years)
• Cash handling (10+ years)
• Leadership (10+ years)
• Call center (1 year)
• Customer support (10+ years)
• English (10+ years)
• EDI
• Microsoft Excel (1 year)
• Clerical Experience
• Medical Scheduling
Assessments
Customer focus & orientation — Proficient
March 2021
Responding to customer situations with sensitivity Full results: Proficient
Visual merchandising — Proficient
May 2020
Planning and maintaining commercial displays, interpreting planograms, and building relationships with store personnel.
Full results: Proficient
Following directions — Proficient
March 2021
Following multi-step instructions
Full results: Proficient
Call center customer service — Highly Proficient
August 2021
Demonstrating customer service skills in a call center setting Full results: Highly Proficient
Customer focus & orientation — Familiar
August 2021
Responding to customer situations with sensitivity Full results: Familiar
Retail skills: Shelf stocking — Expert
May 2020
Receiving and storing merchandise or product.
Full results: Expert
Customer service — Familiar
August 2021
Identifying and resolving common customer issues
Full results: Familiar
Written communication — Highly Proficient
January 2022
Best practices for writing, including grammar, style, clarity, and brevity Full results: Highly Proficient
Sales skills — Familiar
January 2022
Influencing and negotiating with customers
Full results: Familiar
Scheduling — Familiar
January 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Familiar
Protecting patient privacy — Highly Proficient
February 2022
Understanding privacy rules and regulations associated with patient records Full results: Highly Proficient
Customer service — Proficient
September 2022
Identifying and resolving common customer issues
Full results: Proficient
Protecting patient privacy — Proficient
July 2022
Understanding privacy rules and regulations associated with patient records Full results: Proficient
Call center customer service — Highly Proficient
August 2021
Demonstrating customer service skills in a call center setting Full results: Highly Proficient
Basic computer skills — Familiar
January 2023
Performing basic computer operations and troubleshooting common problems Full results: Familiar
Attention to detail — Proficient
December 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Technical support — Completed
August 2022
Performing software, hardware, and network operations Full results: Completed
Customer focus & orientation — Proficient
July 2022
Responding to customer situations with sensitivity Full results: Proficient
Technical support: Customer situations — Proficient August 2022
Responding to technical support situations with sensitivity Full results: Proficient
Verbal communication — Completed
January 2022
Speaking clearly, correctly, and concisely
Full results: Completed
Medical receptionist skills — Proficient
August 2022
Managing physician schedules and maintaining accurate patient records Full results: Proficient
Work style: Professionalism — Proficient
January 2023
Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient
Retail customer service — Familiar
January 2023
Responding to customer situations in a retail setting Full results: Familiar
Medical terminology — Proficient
September 2022
Understanding and using medical terminology
Full results: Proficient
Data entry: Attention to detail — Familiar
January 2023
Maintaining data integrity by detecting errors
Full results: Familiar
Scheduling — Familiar
January 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Familiar
Medical billing — Completed
August 2022
Understanding the procedures and forms used for medical billing Full results: Completed
Inside sales — Proficient
February 2023
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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