Customer Service Call Center
Resume:
Monique Johnson
*** ***** *** **** ******** G Apt. 212 Salt Lake, UT 84111 385-***-**** **********@*****.***
PROFESSIONAL PROFILE
Customer service oriented professional, capable of providing timely and accurate data to ensure reimbursement for patient services. Backed by healthcare industry and retail management experience and accustomed to a fast-paced call center environment. Follow policies, procedures, and guidelines to ensure consistent quality.
Academic Honors Recognition / Honor Roll.
Flexible: Adapt to new challenges and ideas and able to develop rapport with diverse populations.
Customer Service: Regarded as a natural people person with strong interpersonal communication skills.
Well-Organized: Manage time and priorities in multi-task environments.
Microsoft Office Applications: MS Word MS Excel MS Teams MS Power Point MS Outlook.
KEY QUALIFICATIONS
Medical Billing Accounts Receivable Collections Co-Pay Deductibles Co-Insurance EOBs
Revenue Cycle Management Posting Payments Government (Medicare & Medicaid) Third Party Payers
Electronic Health Records (EHR) Electronic Medical Records (EMR)
Managed Care (HMO, PPO, and POS) Workers Compensation Medical Office Procedures Scheduling
Insurance Verification Insurance Claim Processing CMS 1500 CMS 1450 (UB-04) Front Office Operations
Medical Terminology Anatomy & Physiology HIPAA Compliance Medical Coding (ICD-10-CM, HCPCS, CPT)
EDUCATION
Ultimate Medical Academy Associate of Science Degree – Medical Billing and Coding, 2022
Ultimate Medical Academy HIPAA Essentials for Healthcare Professionals Certificate
PROFESSIONAL EXPERIENCE
Golden Customer Care Call Center – Salt Lake City, UT 04/2019 – Present
Level III Coach / Customer Service Representative
Provide training to agents, perform quality assurance checks, and ask open-ended questions.
Ensure contact information is accurate and process and post payments.
Document customer interactions and act with discretion when handling confidential information.
Credit Repair – West Valley, UT 04/2018 – 04/2019
Customer Service Representative
Assisted clients with negative marks on their credit reports.
Posted payments, handled billing, and documented interactions.
Completed various duties as assigned and functioned independently with minimal supervision.
Family Dollar – Salt Lake, UT 11/2016 – 04/2018
Store Manager / Customer Service
Supervised 10 employees, created employee schedules, and provided excellent customer service.
Evaluated employee job performance, trained new hires, and implemented policies and procedures.
Discussed job performance problems with employees to identify causes and to work on resolving problems.
Interpreted and communicated work procedures and company policies to staff.
Provided employees with guidance in handling complex problems or in resolving escalated complaints or disputes.
Recruited, interviewed, and selected new employees and resolved customer complaints.
Prior experience includes 3+ years as a Certified Nursing Assistant for St. Charles Healthcare Center in New Orleans, LA
Assisted elderly clients with activities of daily living, prepared meals, and provided companionship
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