DAJA VANCE

****A Malden Lane

Beech Grove, IN ***07

317-***-****

SUMMARY

Self-starter with successful 10 plus years of experience working with people, providing good customer service. I handle multiple responsibilities effectively and efficiently, who takes great pride in creating a positive work- ing environment. I am an analytical thinker with strong problem solving skills. I adapted to new situations and contributed to productivity and profitability quickly. Special Skills:

* Achieved Integrity * Analytical skills * Good customer service skills * An eye for details * Unbiased * Confidential * Well organized * Excellent communication * Different software used for scheduling and outside communication * Time management skills * Microsoft Office Products * Windows XP, Windows 7, Windows 8 * High level in typing and data entry * Established excellent skills in high work volume Special Tools:

- Fax machines, Printers, office equipment - Windows - Windows 7,Window XP, Vista - Office –2010, 2007

- Laptop & Desktops,

Education:

- Warren Central High School – High School diploma - Ivy Tech Community College Highlights Qualifications:

*Demonstrates effective leadership through example, with professionalism and motivational skills * Understands and complies with Company policies * Demonstrates proficiency in basic computer skills, including but not limited to Excel, word, power point, Citrix * Demonstrates excellent interpersonal and communication skills, both verbal and written to complete job

functions * Highly skilled in handling incoming calls and routing them appropriately * A leader in managing multiple work groups with motivating and mentoring * Well versed in data entry procedures and practices * Can-do attitude and ability to think outside the box * Ability to work under pressure * Avid understanding of front desk operations * Good time management skills * Excellent telephone etiquette * In depth knowledge of administrative and clerical protocols * Established good working relationship with customers/Co workers * High standards of reliability * Communicates effectively and maintains a positive working relationship with coworkers/clients * Stays Abreast of the latest updates for the company * Identifies ways to improve work processes and environment, regulations and rules * Seeks advice and guidance from superiors as necessary to ensure proper understanding and protocol EMPLOYMENT

February 2023- Current

Indiana Neurology and Pain Center

Medical Receptionist

Responsibilities:

● Check in and check out patients

● Scan in information into system

● Collect copay’s or other payments

● Verify insurance

● Fax over patient orders

● Schedule patient visits

March 2022-January 2023

Oneamercia

Disbursements

200 N Illinois St

Indianapolis, IN

Responsibilities:

● Processing participant forms to distribute funds

● Verifying everything matches in the form and in the system.

● Processing funds into the correct account.

● Making sure all documents needed are received

May 2020-January 2022

Franciscan Health

Scheduling/Authorization Specialist

1300 Albany Street

Beech Grove, IN 46107

Responsibilities:

● Receive incoming referrals from Intake Department and uses problem-solving and strategic planning to match the clinical need with the appropriate resource in the most cost-effective fashion.

● Schedule visits within required timeframes to meet CMS regulatory requirements and optimizes agency quality outcomes.

● Document pertinent account information clearly and concisely in account records and scheduling notes.

● Develop and maintain strong interpersonal communication strategies. Conveys patient care needs to staff in an accurate and timely fashion.

● Provide excellent customer service to patients. Answer questions and provide information as needed. Communicate in a caring and compassionate manner.

● Influence field clinicians to willingly accept patient assignments.

● Collect staff responses/feedback and make suggestions to management to improvement quality or efficiency of

● service.

January 2020-May 2020

Sitel

9861 E 121st St, Fishers, IN 46037

Responsibilities:

As a customer service representative, you will handle inbound customer service calls, including billing inquiries, product or service orders, installation scheduling or troubleshooting - via phone, email, chat and social media.

July 2019-December 2019

Accredo//Express Scripts

2825 W Perimeter Rd. 46241

Responsibilities:

● Help patients understand their pharmacy benefits better. Use the knowledge you gain from training, your problem-solving skills and support from your team to answer patient calls effectively.

● Help us keep track of our patient interactions. While on calls, use your expert listening skills to get to the heart of a patient’s question quickly and document all interactions in real-time. ● Ensure patients are equipped with the best advice. Identify and empathetically address patient concerns and, if necessary, escalate appropriately. August 2018-June 2019

Randstad USA-Covance

1133 W Main Street 46140

Responsibilities

:

● Assist patients, physicians, pharmacists, and other hospital staff as needed over the phone *

● Provide reimbursement support as needed * Data Entry Documentation * Insurance verification

● Handle a high volume of inbound/outbound calls

● White Glove Customer Service Skills

November 2017- March 2018

Conduent-Customer Service Advocate

5920 Castleway West Drive 46250

Responsibilities:

● Probe effectively and read customer queues to identify the unstated customer concern ● Recommend products that best suit the customer’s need

● Maintain a high level of world class customer service/professionalism to a wide range of customers ● Navigate through multiple computer applications with speed and accuracy

● Provide troubleshooting, account and billing assistance

● Read and interpret documents from centralized knowledge based tool

● Provide exceptional and professional customer service to our customers, clients and peers in a prompt and efficient manner.

● Resolve internal and/or external escalated issues for benefits, claims and customer inquiries within the re- quire timeframe.

● Perform extensive and precise research for any benefit, claim and/or pharmacy inquiries required by CSP and claim adjusters to perform their duties with fewer delays. September 2017-December 2017- Home Health Aid,

Cornerstone Associates 6967 Hillsdale Court

Indianapolis, Indiana 46250

Responsibility:

● Monitors patient condition by observing physical and mental condition, intake and output, and exercise. ● Supports patients by providing housekeeping and laundry services; shopping for food and other household requirements; preparing and serving meals and snacks; running errands.

● Assists patients by providing personal services, such as, bathing, dressing, and grooming. ● Helps patients care for themselves by teaching use of cane or walker, special utensils to eat, special tech- niques and equipment for personal hygiene.

● Helps family members care for the patient by teaching appropriate ways to lift, turn, and reposition the patient; advising on nutrition, cleanliness, and housekeeping.

● Records patient information by making entries in the patient journal; notifying the nursing supervisor of chang- ing or unusual conditions.

● Maintains a safe, secure, and healthy patient environment by following asepses standards and procedures; maintaining security precautions; following prescribed dietary requirements and nutrition standards;

● Up- dates job knowledge by participating in educational opportunities.

● Protects the home care agency by adhering to professional standards, home care policies and procedures, federal, state, and local requirements.

● Enhances service reputation by accepting ownership for accomplishing new and different requests; explor- ing opportunities to add value to job accomplishments. August 2015 – July 2016 – Environmental

Services Eskenazi Health 720 Eskenazi Ave.

Indianapolis, Indiana 46202

Responsibilities

:

● Performs cleaning functions in assigned areas following established schedule op ● Empties and cleans waste receptacle as needed, removes trash, relines baskets ● Pull all soiled linen and delivers to the soiled linen chute or soiled linen room

● High-dusts horizontal surfaces above shoulder height, lights, vents, curtain rods, ceiling vents, etc ● Damp wipes all horizontal surfaces, furniture, window sills, ledges, railings, and equipment as specified ● Use both dry and wet mops for the floors in the rooms, corridors, stairs, elevators and offices ● Vacuums all carpets as scheduled in assigned area

● Spot cleans walls, cabinet sides, window, doors, and door frames, and polishes metal surfaces ● Clean restroom fixtures to include; sinks, urinals, commodes, tubs, showers, and mirrors. ● Replenishes supplies in the areas needed (paper towels, toilet paper, soap, hand sanitizer, etc.) ● Remove linen from beds, cleans and disinfects every inch of the beds/mattresses and remakes beds on transfer or discharge.

● Clean and remakes on-call beds

● Adjust draperies, shades, blinds, and arranges furniture to its proper location

● Polishes metal fixtures and stainless steel walls, doors, and corner guards. Free of fingerprints and smudges.

● Clean spills observed or upon request

● Maintain assigned equipment for cleanliness, safety, organization, and infection prevention. ● Set up the cart according to the Policy. Keeps the closet clean and orderly. ● Respond quickly to patient discharge room cleaning requests

● Keep Supervisor updated on the status of tasks completed.

● Completes daily work assignments

● Follow established break procedures and stay in the assigned area. Family of Favor Catering

11139 Deer Valley Drive. Indianapolis, Indiana 46229 January 2010 – Present

Administrative Assistant/Scheduler

Responsibilities:

● Planning orders for major customers

● Following up with supervisors, dock leads with the progression of orders

● Process paperwork needed to get orders to the customer in a timely manner ● Answering emails and calls pertaining to each order

● Assisting in workflow

● Review and pull paperwork to correct any discrepancy in orders

● Responds to account inquiries

● Performing other tasks as assigned

● Processing Orders

● Input data in a spreadsheet on CITRIX and Excel

● File manifest from the prior night of Jobs completed

● Oversee clerical operation to ensure accuracy

July 2014 – January 2015

Customer Service- Walmart SuperCenter

10617 E Washington St, Indianapolis, Indiana 46229 Responsibilities:

• Greet customers as they arrive at Walmart and ensure that they are being serviced by a customer service representative

• Conduct financial transactions using cash registers by taking cash in exchange of items sold • Scan merchandise to determine prices and provide customers with information on what needs to be paid

• Process credit and debit cards and ensure that receipts are signed and cards are returned

• Deactivate tagged merchandise and bag purchases in item-appropriate bags

• Process discount coupons and redeem offer points in exchange of purchases • Make certain that the right amount of change is present in the cash drawer at the beginning of each shift

• Verify customers’ ages in circumstances where restricted merchandise such as alcohol is being bought

• Balance cash drawer at the end of each shift and handle any evident discrepancies • Handle returns and exchanges by coordinating efforts with the customer service department • Listen to and attempt to resolve customers’ complaints and ensure that any escalated ones are informed to the right department

• Make certain the cleanliness of the cash counter and surrounding areas

• Sometimes assist sales associates in restocking returned merchandise in shelves and setting up market- ing displays

• Respond to customers’ complaints and resolve their issues

• Bag, box and wrap purchased items

• Enter transactions in the cash register and provide customers with the total bill • Sort and count currency and coins

• Issue receipts and change to customers

• Issue trading stamps and gift cards

• Maintain knowledge of store inventory and sales activities REFERENCES AVAILABLE UPON REQUEST

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