Magno Eltha Gelin

SUMMARY

Magno is a dedicated professional with demonstrated strengths in customer service, sales management and office administration. She possesses excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals. She is an employee who excels at staying on top of demands in fast-paced environments, with the ability to handle high call volumes and use slow periods effectively. She is having broad experience includes insurance verification, accounting, accounts receivable, invoicing, conflict resolution and recruiting, electronic and physical records management. While working at Dr. White’s office for multiple years she was able to keep up with the high foot traffic, while multitasking between phones, computer, and providing excellent service to patients. She processed payments via cash, debt/credit and insurance claims. She is always willing to take on any task to support my team and help business succeed. She is excited about taking my next step towards a career with longevity.

SKILLS

Inbound and outbound calls

Problem resolution

Microsoft Office

Customer service and Satisfaction

Employee recruiting & training

Analytical thinking

Self-motivation

Insurance Billing and Verification

Strong Verbal and Written Communication

Multitasking and Prioritization

Microsoft Office/Teams

Epic

Availity

Noridian

NaviNet

ServiceTitan

DialPad

BrightTree

EXPERIENCE

AHF, Lancaster, PA Jun 2021 to Jan 2023

Lead Customer Service Representative

Coordinated employee schedules to provide adequate staff coverage.

Promoted products with deliberate planning and merchandise management.

Handled escalating problems to improve customer relations, maintain brand loyalty and recapture lost revenue opportunities

Adjusted to multiple demands and shifting priorities in fast-paced work environment

Reviewed consumer trends to forecast sales and inform inventory purchasing requirements

Supported recruiting, training and professional development efforts.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Organized documentation for new sales, warranties and service program sign-ups. Product, technical support, and escalation advocate for all 9+ manufacturer brands via phone, email and live chat.

Adhered to company policies and scripts to consistently achieve high satisfaction rating and maintain call-time and quality standards (100+ calls a day with maintained 95+% customer satisfaction rating).

Helping with customer retention and increasing sales.

Maintained accurate and current customer account data with manual forms processing and digital information updates.

Proposed settlements for issues to resolve claims.

Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.

Lehigh Valley Respitory, East Petersburg, PA Oct 2019 to Jun 2021

Customer Service Supervisor

Used various sites like Noridian and Availity to check on patients Medicare status

Planned schedules and monitored employee attendance to meet shift coverage goals

Coordinated daily department workflow to maximize customer service team productivity

Elevated performance with skilled supervision, training, work direction and guidance for personnel

Stayed up to date with health insurance policies, process and regulatory changes for customer interactions

Organized department files and maintained accurate information databases

Manage customer accounts and authenticate billing information.

Monitored phone calls and other correspondences between representatives and patients to provide feedback, coaching with continuous training to associates to maximize performance and customer relations skills

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

Investigated and provided resolution of health insurance claim denials.

Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications

Searched for qualified job candidates using computer databases, media advertisements or employee referrals to conduct interviews with job candidates.

Lehigh Valley Respitory, East Petersburg, PA Mar 2017 to Oct 2019

Customer Service Representative

Process (Durable Medical Equipment (DME) requests such as C-Pap & Bi-Pap machines plus all supplies that is required to use with machines.

Experience using Brightree

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Investigated and resolved customer concerns related to order inquiries and delivery tracking

Processed new claim hand-offs to other departments.

Managed customer calls efficiently in fast-paced call center environment.

Investigated denials made by patients health insurance to correct and resubmit for approval

Coordinated with patients and healthcare professionals to meet patient needs.

Maintained strict confidentiality to remain compliant with HIPAA regulations.

Obtained insurance verification and authorization using sites like Noridian, Availity and more to submit financial clearance of patient accounts.

Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Improved product knowledge, health insurance qualifications and coverage on a continuous basis to provide optimal service and achieve sales quotas.

Increased customer satisfaction ratings 98% by effectively answering questions, suggesting effective solutions and resolving issues quickly.

Updated Patients files with order specifics and customer details, preferences and billing information.

Lancaster General Health, Lancaster, PA Jan 2015 to Mar 2017

Unit Clerk/ Secretary

Used advanced knowledge of EPIC to schedule appointments, record data and update current and new patient’s records daily.

Handled high volume of calls with multi-line system, transferring calls, taking messages and remotely handling diverse problems

Managed front office customer service, appointment management and billing and administration tasks to streamline workflow.

Used Microsoft office, scanner, printer and other common office IT equipment.

Ordered and maintained supply inventory for medical office.

Answered telephone calls, responded to requests for information and routed callers to correct personnel or departments.

Maintained HIPAA compliance and internal standards to protect individual medical information.

Assisted nursing and medical staff in clerical duties to support patient care.

Demonstrated knowledge in medical terminology to accurately transcribe physician orders.

Care.com, Lancaster, PA Jan 2012 to Jan 2016

Home Health Aide – (intermittent)

Boosted client wellbeing through social, mental and physical support.

Assisted home-bound individuals with personal hygiene and care needs to maintain health and dignity

Identified home environment issues using continuous monitoring, documenting and reporting.

Maintained records of patient care, progress or problems to report and discuss observations.

Supported advanced Alzheimer's and Parkinson's clients for optimal health throughout deteriorating mental or physical wellbeing

Maintained tidy and inviting home environments with regular cleaning, trash removal and laundry assistance.

Followed HIPAA regulations to maintain confidentiality of sensitive patient information.

Organized and administered medications on schedules to alleviate symptoms and improve quality of life.

Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and companionship.

White Family Doctor Office, Lancaster, PA Jul 2011 to Sep 2015

Administrative Assistant (PT/Intermittent)

Gathered information from patients, processed registration paperwork and verified patients' insurance coverage to maintain accurate records.

Followed up on missing and incorrect information to help streamline billing

Trained newly hired staff regarding office policies, insurance procedures and medical terminology

Practiced confidentiality measures by following HIPPA guidelines

Scheduled appointments, lab tests and procedures for patients.

Responded effectively to sensitive inquiries or complaints.

Aided doctor and nurses during appointments as a scribe when requested

Answered multi-line phone system and directed callers to requested personnel and departments.

Applied knowledge of medical terminology and insurance processes to support office administration productivity.

Took and made 100+ calls per day, attentively listening to patient’s questions and concerns.

Comcast, Lancaster, PA Jan 2012 to Nov 2012

Call Center Representative - Temp

Navigated through computer system to review and deliver accurate organizational information about products, services and procedures

Documented customer transactions, processed payments and conveyed delivery information within call management system.

Displayed positive, professional and empathetic tone to deliver consistently superior service

Completed high volume of inbound and outbound calls daily.

Answered incoming calls, chat messages and email communications to handle product concerns

Leveraged CRM system to manage sales activities and track sales performance.

Answered product questions with up-to-date knowledge of sales and promotions.

Presented products and services to prospective and existing customers to meet client needs.

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

EDUCATION

Commonwealth of Pennsylvania department of education 2016

GED

HACC, Lancaster, PA

Some College (No Degree)

Psychology

LANGUAGES

Fluent in Haitian Creole

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