Call Center Telephone Operator

NANCY PECK

*** ********** ******

Princeton, Tx *5407

***********@*****.***

Cell-469-***-****

EDUCATION:

BETHANY HIGH SCHOOL-1984 Bethany, Oklahoma

Diploma- Graduated

EMPLOYMENT

DEO-Florida unemployment Dept

01/2022-03/2022

Miami, Florida WFH Contract

Helped with backlog of unemployment claims due to losing jobs due to the Covid-19 pandemic. Answered calls, took demographic information and assigned claim numbers for claims. Contacted claimants that had applied in 2020 that still had not been processed in 2022z

Medical City Healthcare-Green Oaks

12/20/2920-01/23/2023

PBX/Receptionist-Communications Department

Greets patients and provides necessary paperwork for completion

Notifies appropriate staff that patient is present and ready for assessment.

Serves as a telephone operator for facility, routes incoming calls correctly

Collects patient belongs from family member and notified appropriate unit

Keeps track of patient’s family, patient’s driver, etc.

Always perform within HIPPA guideline

Medical City Healthcare-Frisco

4/2/2018-12/20/2020

Receptionist/PBX

Greets patients and provides necessary paperwork for completion

Notifies appropriate staff that patient is present and ready for assessment.

Serves as a telephone operator for facility, routes incoming calls correctly

Collects patient belongs from family member and notified appropriate unit

Keeps track of patient’s family, patient’s driver, etc.

Always perform within HIPPA guideline

As well as help register patients for surgeries and other procedures. Communicate

through WebEx. Helped patients’ complete ROI forms and submit to HIMS Dept. Escorted

patients to ER as needed. Follow security guidelines

Due to covid issues transferred to HCA Green Oaks of Dallas.

United Health Care Student Resources

4/1/2009-6/7/2011

CSR II

Call Center environment. Answer inbound calls verifying benefits, explaining claim status. Plan comparisons. Provide COCC or any other documentation needed regarding Health coverage. Adhere to HIPPA policy and guidelines. Receive and obtain documents relevant to the member. Update records as needed

WELLPOINT/UNI-CARE

4/14/2008-1/22/2009

CSR

Call Center environment. Answer inbound calls verifying benefits, explaining claim status. Plan comparisons. Provide COCC or any other documentation needed regarding Health coverage. Adhere to HIPPA policy and guidelines. Receive and obtain documents relevant to the member. Update records as needed. I handle vendor-returns for Individual and small group policies.

MARC CHANTAL HANDBAGS AND ACCESSORIES

01/03/05-9/25/07

Customer Service

Answered calls & directed to appropriate personnel. Performed order entry and light sales.

Act as a liaison between major accounts and Executive Staff. Pricing,

inventory control, order entry, credit verification & processing, collections, shipping, process return requests, general office, and clerical type activities.

TECON CORP.

9/2003-11/2003

Customer Service-Temporary position

Process land contracts, process down payment and closing costs deposits. customers. Issue General

Warranty Deeds, Deed of Trust, and Release of Liens.

Double KC Truck Accessories

03/2001-01/2003

Partner/Owner/Inherited

Sales in retail and wholesale aftermarket truck accessories.

Payroll, inventory, accounts receivable and payables. Take

incoming calls as well as handle in store customers. Contact

vendors for specific product needed if not in stock. Advertising.

Dey L.P.,

10/1998-3/2000

CSR II

Call center type atmosphere. I handled specific regional pharmacy

and hospital return of outdated medications. Provide customer return

authorizations for outdates. Printed authorizations. Used Windows 95

and Corel Word Perfect. Some Excel. Used AS/400 for some data entry.

Took care of recalled product. Multi-Task ability.

Laboratory Corporation of America

1/1990-9/1998

Night Supervisor/Dispatch/Courier /Receptionist

Greeted visitors, directed them to proper location.

Used multi-line phone console. Prepared outgoing mail using a Pitney Bowes

Postage meter. Received and distributed incoming mail. Prepared packages

To be shipped thru UPS, Fed-Ex, and Airborne.

Dispatch and Coordinate transportation conflicts. Provide customer service to clients and doctors. Oversee courier routes and shipments. Coordinate transportation requiring multiple/alternate methods of

transportation and oversee special arrangements for delivery of

specimens. Coordinate routine and STAT delivery, as well as routine

and STAT pick-up of specimens. Confirm specimen arrival on in bound

flights and arrival of “BLUE BAG” clients. Carried a pager and on call 24 hours

On weekends. Investigate and solve all concerns regarding service and quality

assurance. Print requisitions, generate courier routing reports, breakdown

and distribute reports to courier for delivery to clients.

Was pro-active in obtaining outside contract courier services and acquiring best possible rates. Interviewed prospective dispatchers.

Scheduling of routes and making last minute changes to schedule.

Was key in several large projects pertaining to new accounts.

Skills

Communications, Receptionist, Front Desk, Medical Records, HIPPA Compliant, 30 years Customer Service, to include logistics dispatch, call centers, pharmaceutical Returns and recalls. Medical terminology CRT with VAX/DSM software Airborne & UPS terminals

Proficient in MS WORD, Microsoft outlook. scanner, fax, copier, and Pitney Bowes mail equipment. Telephone Multi-line phones Some light Sales, Inventory. Patient registration and demographics. Avaya, AWS-Amazon Work Space, Web-Ex, Medi tech,

Call Center Environments, WFH/WAH, Time Management EPIC training

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