Enrollment Representative Service Rep
Resume:
Stephanie B. Murphy
Jacksonville, FL 32244
Email adxvp4@r.postjobfree.com
Phone 904-***-****
Profile
Good grammar and verbal skills. Good telephone skills. High energy level, comfortable performing multiple tasks in conjunction with day to day activities. Good interpersonal skills; ability to communicate with diverse personalities; tactful, mature and flexible. Resourceful, well organized, dependable, efficient and detail oriented.
Work Experience
August 2020 to Present
Flagstar Bank, Hardship Relief Task Force, Loss Mitigation Spoc
Communicate directly with the borrower to explain loss mitigation options, how to apply for assistance, and provide status updates during the review period.
Educate borrowers on loss mitigation options, hardship resources available, and encourage borrower application to Loss Mitigation when appropriate.
Use problem solving skills in conjunction with departmental procedures to set up payment arrangements or payment alternatives to cure delinquency.
Coordinate the receipt of all necessary documents and notify the borrower of any required documents necessary to complete the application
Timely respond to borrower requests and/or messages
Properly document all borrower communications in Flagstar Bank’s system of record
Obtain and evaluate all relevant information to handle inquiries and complaints correctly and in a timely manner
Maintain knowledge of regulatory and investor/insurer requirements and timeframes that may impact default servicing operations.
Ability to navigate quickly within various computer programs.
Excellent verbal and written communication skills, as well as strong listening skills Exceptional analytical and problem solving skills with an ability to think quickly under pressure
July 2014 to October 2019
Novitas Solutions/Florida Blue Provider Service Advocate
Research CMS and company websites to provide knowledge and education to customer on additional resources which can be used in the future.
Access the IVR and Internet Portal systems as needed to help educate customers on self-service options that are available to them.
Review claims processing systems to identify specific claim edits and audits applied on claims. Analyze claim edits and audits to determine reasons for claim denials.
Review debt recovery systems to troubleshoot reasons for pending accounts receivables and the generation of overpayment demand letters. Review and analyze data to determine reasons for overpayments.
Request and ensure each customer’s encounter is positive and productive.
Provider Enrollment Representative
Process submitted provider applications
• Obtain additional information via telephone or in writing
• Research and validate information as needed to complete enrollment application
• Determine if both state and federal regulatory requirements are met
• Review supporting documentation for adequacy; make final recommendation on application
• Create enrollment records in applicable systems.
• Make any updates in system as necessary
• Establish Electronic Funds Transfer (EFT) of their Medicare payments
• Research and respond to application specific or general provider enrollment inquiries. Performs other duties as the supervisor may, from time to time, deem necessary.
February 2012 to July 2014
ADT Security, Account Service Rep
Handle customer inquiries (via inbound phone calls or correspondence) dealing with a wide range of billing and billing services issues, relative to their ADT account.
Utilize my knowledge of billing policies and procedures to handle the inquires in an efficient, accurate and timely manner to assure future invoices go out correctly
Meet pre-determined departmental standards for productivity and quality measures
Initiate outbound calls to follow up and correct payment errors, Update account information, if applicable.
Participate on internal quality/continuous improvement teams
April 2007 to Present AMC Theaters Orange Park, Florida
Customer Service
Oversee customers Refreshment purchases daily with overall help and suggestions for the best buy.
Provide directions to assure the customers locate the proper theater in a timely manner.
Help with pricing inquiries.
Team work with peers to extend great customer service.
Receive transactions from customer increasing revenue for the business.
Used communication and sales related skills to introduce new products to customers.
Able to work extended hours with no supervision
Activities and Clubs
SWAA (Head Coach) August 2003-present
Use Coordination and Creative skills to create and teach the girls routines
Provided on time assistance to the Head Coaches.
Assist after school and weekends with the kids teaching them to be Team Players while preparing them for Regional competition and Game Day performances.
Education
High School Diploma- Nathan B. Forrest High School 2008
SKILLS
Microsoft Word, Excel
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