Call Center Customer Service
Resume:
PaTricia Morgan
Rockaway Park, NY
adzvw2@r.postjobfree.com
Personable and dedicated Customer Service Representative with extensive experience working in office and remotely. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Work Experience
Patient Access Representative - Emergency Department NYU Langone
Present
• Complete the pre-arrival, check-in and call-in registration, benefit and insurance verification and patient liability collection for all scheduled appointments and emergency room arrivals including Workers Comp
& No Fault injuries .
• Interview patients and guarantors to obtain screening information for financial counseling.
• Work with medical staff, nursing, ancillary departments, insurance payors and other external sources to assist families in obtaining healthcare and financial services.
• Perform financial clearance for claim processing & documents review during registration by interviewing patients, collecting and recording all necessary information such as proper insurance, payor plan choice, billing address, and guarantor and, or subscriber information
• Ensure patients and or representatives are informed of regulations surrounding the required consents at the time of registration or thereafter. Ensure co-pays, co-insurance, and deductible are collected per Point of Service collection policies and procedures.
• Investigate and resolve various error worklist on a daily basis.
• Document all activities for quality and metrics reporting in EPIC. Senior Member Services Representative (Remote)
Centene - Queens, NY
December 2019 to June 2021
• Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes via home office
• Provide assistance to members regarding healthcare plan benefits, billing, claims, pharmacy and medical authorizations, recertification, pcp changes, appointment and transportation scheduling, premium payments, member portal registration and navigation
• Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) applications - Salesforce, EPIC
• Process and generate written customer correspondence and provide the appropriate level of timely follow up
• Made referrals to other departments as appropriate
• Maintain performance and quality standards based on established call center metrics including turn- around times
• Intake complaints, conduct outreach and retention efforts, handle all provider inquiries related to eligibility, claims and authorizations
• Assigned to special projects including provider requests and escalated follow up to members to ensure resolution and satisfaction
Medical Scheduler/ Receptionist - Interniship
Women4Women OBGYN - New Hyde Park, NY
June 2019 to July 2020
• Greeting patients
• Answering heavy incoming calls
• Scheduling patients for appointments using EMR
• Gathering new patient information and confirming patient information
• Taking messages for several doctors and doing callbacks
• Providing necessary information to patient for their scheduled appointments
• Scanning, faxing, filing, emailing patients and providers
• Creating correspondence letters
Call Center Trainer/Manager - VA Choice Medical Program Sutherland Global Services - Houston, TX
August 2014 to February 2015
• Recruited and trained new hires on company policies and program specifics for call center
• Managed daily call center office logistics, workforce management, and scheduling
• Maintained accurate staffing and processed terminations to ensure accurate budgeting for program, and employee engagement
• Guided team leaders with coaching and mentoring of their team members
• Led quality assurance meetings and implemented best practices for site performance
• Relocated to Texas by Sutherland as part of a special team to launch new call center site; setup, interview, hiring, training and managing
Call Center Trainer/ Senior Consultant/Manager -TurboTax Sutherland Global Services - Houston, TX
February 2010 to August 2014
• Received voice and chat interactions via software tools
• Handled all inbound inquires in regards to product questions
• Diagnosed and resolved product software issues including browsers, billing and orders, system configurations, networking and third party vendors
• Trained new hires on company policies and program specifics for call center
• Conducted daily coachings and quality calibrations
• Managed daily call center office logistics, workforce management, and scheduling
• Maintained accurate staffing and processed terminations to ensure accurate budgeting for program, and employee engagement
Sales Associate
Bath and Body Works - Syracuse, NY
September 2009 to March 2010
• Described merchandise and explain use, operation, and care of merchandise to customers
• Recommended, selected, and helped locate or obtain merchandise based on customer needs and desires
• Maintained knowledge of current sales and promotions, policies regarding payment and exchanges
• Provided pleasant customer service
Education
License in Real Estate
RealEstateU
August 2023 to Present
CPC Certification in Medical Billing & Coding
Queens EOC - Queens, NY
February 2019 to June 2019
High School Diploma
Jamaica High School - Queens, NY
Skills
• Excellent Customer Service
• Call Center logistics
• Management
• Office/Administrative Skills
• Microsoft Office
• Medical scheduling
• EMR & CRM
• Time Management
• Medical Terminology
• Training & Development
• Relationship Management
• Work From Home
Certifications and Licenses
CPC-A
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