Customer Service Support Specialist

Deneen L. Johnson

Telephone: 708-***-****

Email: ********@*****.***

SUMMARY

Customer-focused business professionals with a wealth of operations, administrative and customer

service experience. Strong communication, interpersonal, problem solving, multi-tasking, and organizational skills. Proficient in Microsoft Office (Word, Excel, PowerPoint). Expertise includes:

General Office & Business Processes Manual & Computerized Records Systems

Problem & Complaint Resolution General Ledger Accounting & Financial Reports

Payroll Processing & Records Billing, Accounts Receivable & Collections

Creative Problem Resolution Appeasing Difficult Customers

Experience

Kurbside Detail 4/2018 to current

Business Manager

Manage and coordinate client appointments through dispatching, phone calls, emails, and online systems, ensuring accurate scheduling while providing excellent customer service, A/P, A/R and Human Resources. Key responsibilities include excellent communication and interpersonal skills, and strong organizational and time management abilities. Proficiency in computer software, particularly scheduling existing appointments, confirming details, and maintaining updated client records within dedicated scheduling software. Answering incoming calls, booking new appointments, and managing existing schedules based on client availability and schedules.

Reviews invoices for completeness and accuracy. Follows up with customers or other division staff/management to resolve identified discrepancies.

May calculate and prepare manual billings for non-routine, complex billing arrangements.

May gather and summarize supplemental billing information to accommodate customer billing requirements.

Reviews of various billing system reports to identify billing discrepancies. Make corrections as appropriate to ensure accurate billing following standard operating procedures.

Posts cash receipts to customer accounts based on information from lock box reports and local cash receipt listings. Performs basic and routine research to resolve differences or unidentified / misapplied payments.

Posts payments as appropriate into the billing system to clear open obligations or prepares remittance advice to accompany payments sent to the lock box or corporate office.

May accept credit card payment from customers over the phone and process recurring payments.

May complete customer set up in company billing system(s).

May act as a resource for less experienced personnel within the division or other divisions. This includes answering questions and providing training and support for others.

Performs other job-related duties as assigned.

Patient/Client Interactions:

Greeting clients professional, gathering necessary information, addressing inquiries regarding appointments and services.

Data entry:

Accurately recording client details, appointment information, and provide reminders.

Confirmation calls:

Reach out to confirm upcoming appointments and provide reminders.

Cancellation management:

Handling cancellations and rescheduling requests, updating appointments schedules accordingly.

Record keeping.

Maintaining accurate and up-to-date client records, including appointment history and relevant notes.

Handling complaints.

Addressing client concerns and resolving scheduling concerns and resolving scheduling issues professionally.

9/2014 to 2/2023

Human Resource Manager / Payroll Manager

At Apple Home Health, responsible for implementation of human resources policies and processes. Ensure payroll (ADP / PAYCOM) procedures are completed in accordance with requirements. Assists the agency with compliance with all applicable federal, state, and local regulations. Benefit coordinators administrate employee benefits programs, such as pension funds and health insurance, for the organization.

Administer Human Resources tests, conduct interviews and hire qualified caregivers,

CNA’s, RN, PT, OT, Physicians and Physician Assistants. Implement recruitment procedures.

Submit employee applications and perform pre-employment criminal background checks in accordance with regulations.

Conduct new employee orientation accurately implements HR related policies and procedures.

Maintain complete employee records in accordance with regulations. Ensures all benefits allocations are assigned.

Initiates on-boarding for all new employees, setting up Paycom, ADP and Brightree.

Processes payroll for over (150) employees and ensures information is accurate. Submit bonuses to employees based on evaluation for 30, 90 and annual time of hire. Responsible for overseeing the processing of Company payroll and Corporate Time and Attendance. Ensures, accurate calculation of wages, tax withholdings, and company deductions. Ensures proper governmental reporting and compliance. Prepare statistical reports as needed.

Ensures training expenses are monitored, and training records are effectively maintained.

Manages the performance review process for each employee thorough, objective, and timely 90-day and annual staff performance appraisals for all staff directly supervised.

Monitoring employees receiving benefits to ensure they maintain 30 hours per week.

Handle client complaints and write incident reports as necessary.

Strictly oversee and implement client contact requirements.

Manages return to work plans for injured workers in accordance with policies and regulations.

Order office supplies and keep monthly inventory.

Contact different suppliers or service providers to compare their offers, pricing, and capabilities to ensure the company is getting the best possible deal and quality while also ensuring you have options and are not overly reliant on a single vendor.

Handle necessary employee discipline fairly and objectively, in consultation with the Human Resources Department.

Prepares yearly pay period calendar.

Verifies credentials for pre-hire and the entire timeframe they are employed in a timely manner… (CLIA, CAQH, LICENSE, CV, Malpractice Insurance and proof of hospital privileges).

Ensure each employee is following FRONTLINE (Dementia) & ELOOMI (modules) education in accordance with agency requirements.

Make appropriate hiring and/or termination recommendations and notify the Operations Manager/ Director of Clinical Services of staffing needs.

Coordinate with Oasis Outsourcing in matters concerning HR, Workers Compensation, Payroll, ADP / PAYCOM etc.

Performs job functions and delivers services consistent with all applicable federal, state, and local regulations and the policies and procedures set forth in the agency compliance program. related duties as requested and required.

Perform other duties assigned to Intake Coordinator, Scheduler and Documentation.

Provides administrative support to ensure efficient operation of the organization.

Answers phone calls, schedules meetings and provides general support to visitors.

Carries out administrative duties such as filing, typing, copying, binding, scanning etc.

Maintain general training binders for staff, as well as track and file different training.

Maintain monthly payments and receive invoices by confirming receipts of items as requested by the Executive Team.

Maintains supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing, and expediting orders for supplies.

Distribute daily mail to departments and individuals

Support other staff as needed

Other tasks as assigned.

HomeLink Health Service, Homewood, IL 4/2009 to 9/2014

Intake Coordinator / Marketing Director

I make a meaningful difference in the lives of our patients and their loved ones, and where satisfaction and well-being is integral to patient satisfaction and HomeLink HealthCare’s success!

PRINCIPAL RESPONSIBILITIES AND DUTIES:

Responsible for driving the FMS culture through values and customer service standards.

Accountable for outstanding customer service to all external and internal customers.

Develops and maintains effective relationships through effective and timely communication.

Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

Serves as the primary contact for the initial administration of patient referral calls and communications regarding patient admission to the BU clinics (chronic and acute) and home programs.

Coordinates this admissions process from the initial request for admission to the final authorization ensuring all aspects of patient confidentiality are always maintained.

Ensure all intake data for admissions requests are collected, completed, and communicated according to the established standard operating procedures and in compliance with all regulatory requirements.

Obtains the necessary information – demographic, financial and clinical and other pertinent data – from the referral agency to initiate the process.

Interviews patient, patient’s representative, or referral source to obtain the necessary personal and financial data to determine eligibility for admission.

Obtains necessary signatures to ensure the efficient processing of admissions data according to FMCNA policies and procedures.

Utilizes the appropriate call tracking and admissions program systems applications to ensure accurate documentation of calls.

Maintains and updates database with current data, pertinent information, and status of the admissions referral as appropriate, recording details of the enquiry/referral, complaints, and issues.

Completes the preliminary paperwork and standard admissions forms to ensure efficient processing of admissions.

Promotes the efficiency of the admission process by answering phones and assisting callers in a professional and timely manner escalating issues to supervisor as necessary.

Works closely with applicable billing groups to request and obtain insurance verification in a timely manner.

Communicates with individual clinics to ensure medical record approval and prompt scheduling of patients and forwards necessary documents and records to the appropriate receiving facilities.

Collaborates with facility staff and region management to effectively resolve issues impacting a patient’s admissions process.

Immediately communicate to the supervisor any admissions denials from clinics or billing groups for further action and communication with the RVP.

Other duties as assigned for Marketing would be to serve as a business development liaison between agencies and hospital personnel, patients, physicians, community organizations, retirement communities, assisted living, and skilled nursing facilities to build rapport and develop working relationships with referral sources.

Management of specified client relationships/businesses (retainer or project based), the development of strategic plans, the write-ups of concepts and proposals, the presentation of ideas, the development of tactical plans and program execution.

Responsible for the development and execution of yearly strategies to meet and exceed annual promotional and season pass attendance and revenue targets. This would include but not limited to creating and implementing yearly promotions and season pass plans, driving business.

Plans and supervises the activities of Health fairs at churches, senior homes, libraries, and townships. Advertising campaigns and purchasing incentives, they support the marketing department’s objective to profitably advertise a company’s products or services.

Common advertising methods include direct mail, telemarketing, television or radio advertising, billboards, catalogs, newspaper inserts, web sites, and in-store displays. Purchase incentives may include discounts, samples, gifts, rebates, and contests.

In addition to developing and implementing these programs, I also track the effectiveness of each method and incentive used. This may involve conducting market research, developing tracking mechanisms, and creating reports of sales or web site activity.

HAPAG-LLOYD, Lisle, Illinois 5/2006 to 4/2009

Customer Service Coordinator, Freight Clerk

Facilitate the movement and release of import cargo and ensure customer satisfaction by maintaining the

accuracy of shipping rates, providing timely customer updates, and resolving problems.

Provided up-to-date customer information regarding arrivals, charges due, cargo location and information on bills of lading and manifest to consignee.

Prepared customs and freight manifests and notified customers regarding cargo being held by U.S. Customs or the Department of Agriculture.

Prepare Ocean Arrival Notices, Opening files file set-up. Keeps proper archive and maintains files of data as required by IS09002 where applicable.

Inputting data obtained by Steamship Lines and or Freight Forwarders.

Review Import/Export documents from oversea agents. ISF/AES filing, assist customers with customs clearance procedures and arrange door deliveries.

Coordination with CFS warehouse of devanning consolidated containers.

Coordinate IPI services for shipments destined to their destination.

Arrange door deliveries with steamship lines and or per customer request, freight releases, troubleshoot problem shipments.

Billing, communicate by email with overseas agents and clients making sure that they have obtained and secured accounts for custom brokerage service.

BONNEVILLE INTERNATIONAL CORP., Chicago, Illinois 2/1999 to 8/2005

Accounts Payable Manager, Payroll Manager (2003-2005}

Promoted through a series of progressively responsible positions featuring higher levels of credit authority, collections, and general accounting. Managed an average of $500,000 in monthly payables.

Processed $400,000 in monthly payroll for 75 employees of WDRV-FM (The Drive) and WLUP-FM (The Loop), including $50,000-$100,000 in commissions for advertising sales representatives.

Ran credit checks for new advertising clients with authority to issue up to $200,000 in credit; implemented payment schedules for the cost of advertisements.

Maintained employee files, including salary increases, benefit packages, vacations, severance pay and payroll taxes.

Provided credit, collections, and commission support for a team of 30 sales representatives.

Assistant Business Manager, Accounting Assistant (1999-2003)

Helped the business manager in all aspects of financial operations including balancing reports and monthly closings. Responsible for accounts payable, receivable and collections, as well as general accounting support in coordination with a 15-person sales team.

Recovered 80% in outstanding accounts per month; twice recognized for exceeding recovery goals.

Extended credit to qualified clients and arranged payment schedules for collection accounts.

Prepared weekly and monthly billings, including credit and collection investigations.

BONNEVILLE INTERNATIONAL CORP Continued

Balanced and prepared monthly and annual revenue reports; assisted with 1099 preparation.

EDUCATION

ROBERT MORRIS University, Orland Park, Illinois

Associate of Arts in Accounting

FORT STEILACOM

Business Administration

Certificates:

CPR Certificate

Refer Containers

Overweight Containers

Hazard Material

Training

HIPPA

Project Management

Leadership

Customer Service

Time Management

Special Skills

Lawson (payroll)

Epic

AthenaOne

QuickBooks (A/P & A/R)

Paycom (payroll)

ADP (payroll)

Kronos

Knowledge

Word processing

Complex Excel formulas

Outlook

PowerPoint

Microsoft Word

Contact this candidate