Call Center Customer Service
Resume:
Barbara Myrick
**** **** ****** ***. *** Tallahassee, FL 32310 850-***-****
**************@*****.***
OBJECTIVE: To secure professional employment in a public environment that also offers progressive professional development opportunities
SKILLS PROFILE
-Excellent skills in maintaining personal and confidential information
-Provided first-rate customer relation services
-Over seven years of experience working with insurance benefits and claims. Evaluating claims for potential processing errors and manually re-processing claims if necessary
-Independent Worker and Team Player
-Great Office Management Skills
-Good presentation, public speaking and facilitation skills.
-Handel multitask and complex issues: problem solving, composing myself under pressure and focusing my energies on solving clients’ problems and being good team player. Used critical thinking and problem-solving skills when handling clients and use independent judgment in determining methods to achieve desire results. Ability to communicate clearly, effectively, diplomatically in writing and verbally. Ability to initiate and follow through on assignments with detailed and minimal direct supervision. Thinks critically and anticipates, recognizes, identifies, and develops solutions to problems in a timely manner. Ability to make effective decision on behalf of the organization according insurance policy and the organization policy and procedures. I am committed to acceptance of the company’s value.
-7 years of Excellent Call Center Skills
-Responds timely and appropriately to all incoming calls demands
EMPLOYMENT HISTORY
United Call Center Solutions LLC (Remote)
2000 Avenue of The Stars Suite 810N
Los Angeles, CA 90067
ID # 83-2018520
aka Continuum Global Solutions / Everise
Tallahassee, FL 32310
Legacy Assignment ID: 19449955
Position: Customer Service Billing & Claims Representative (CSR)
Duties: Obtained clients’ demographic information, diagnosis and procedure codes, reviewed client’s health plan to determine if prior authorization is required such as precertification or pre-notification for procedure(s) the doctor is requesting. Verify Benefits Eligibility, Examine insurance claims submitted by provider electrically for accuracy and completeness. After analyzing the claims’, reprocess claim for correction if necessary. Worked with various insurance contracts such as Medicare Advantage Plans, Aetna Group Insurance, Aetna Individual Family Plan, Medicaid Redetermination Contract, and American Health Holding (AHH) Contracts, obtaining demographics from clients for prior authorization, diagnostic codes, and procedure codes. Verified Medicaid eligibility and informed clients’ the process of getting recertified; respected the confidentiality of patient/client information (HIPAA Law). Problem solving, composing myself under pressure and focusing my energies on solving clients’ problems and being good team player. Used critical thinking and problem-solving skills when handling clients and use independent judgment in determining methods to achieve desire results. Communicated clearly, effectively, diplomatically in writing and verbally. Initiated and followed through on assignments with detailed and minimal direct supervision. Think critically and anticipated, recognized, identified, and developed solutions to problems in a timely manner on incoming calls. Made effective decision on behalf of the organization according insurance policy and the organization’s policy and procedures while ensuring the commitment to clients and the company’s values.
Reason for Leaving: I worked remote for United Call Center Solutions LLC / aka Continuum Global Solution, LLC over five years. Continuum transitioned to Everise the latter part of December 2024. Everise requested completion of I-9 form. Completed I-9 form; but they said part 2 of the form had not been completed by the designated authorized person. The designated person advised, “She had not received an email.” Everise suspended and terminated my employment on 1/21/2025.
Manpower Employment Agency (Conduent Contract – Florida)
2417 Mill Creek Ln Suite 2
Tallahassee, FL 32308
Legacy Assignment ID: 18680254
Position: Customer Service Billing & Claims Representative (CSR)
Duties: Obtained clients’ demographic information, diagnosis and procedure codes, reviewed client’s health plan to determine if prior authorization is required such as precertification or pre-notification for procedure(s) the doctor is requesting. Verify Benefits Eligibility, Examine insurance claims submitted by provider electrically for accuracy and completeness. After analyzing the claims’, reprocess claim for correction if necessary. Worked with various insurance contracts such as Medicare Advantage Plans, Aetna Group Insurance, Aetna Individual Family Plan, Medicaid Redetermination Contract, and American Health Holding (AHH) Contracts, obtaining demographics from clients for prior authorization, diagnostic codes, and procedure codes. Verified Medicaid eligibility and informed clients’ the process of getting recertified; respected the confidentiality of patient/client information (HIPAA Law). Problem solving, composing myself under pressure and focusing my energies on solving clients’ problems and being good team player. Used creative thinking and problem-solving skills when handling clients and use independent judgment in determining methods to achieve desire results. Communicated clearly, effectively, diplomatically in writing and verbally. Initiated and followed through on assignments with detailed and minimal direct supervision. Think critically and anticipated, recognized, identified, and developed solutions to problems in a timely manner on incoming calls. Made effective decision on behalf of the organization according insurance policy and the organization’s policy and procedures while ensuring the commitment to clients and the company’s values.
Reason for Leaving: I received a promotion and was hired with Continuum Global Solutions 9/16/2019, same positions.
09/16/2019 – 01/21/2025
06/01/2017 – 9/13/2019
Rocket Daddy, Inc. (Oneloanplace.com)
3717 Apalachee Parkway
Tallahassee, FL
Position: Loan Telemarketing CSR
Duties: Obtained clients’ demographic information, processed loan applications
Reason for leaving: Hired by Manpower
05/15/2017 - 04/11/2016
Spherion Employment (Staffing) Agency
1907 Capital Circle NE, Tallahassee, FL 32308
Position: Receptionist
-Duties: Performed Customer service duties, Telephone switchboard, greet visitors, register daily guest in visitor’s log, Customer intake to determine their qualifying points prior to review by counselors, Respect confidentiality of clients, answered switchboard and refer to counselors appropriately
09/15/2008 – 11/14/2014
ACS Florida (Agency for Health Care Administration) “Promotional Upgrade”
Position: Certified Medicaid Reform Choice Counselor
Duties: Explained insurance plans and coverage available to Medicaid Recipients’, explained the advantages and disadvantages of each insurance plan offered by Medicaid, verified client’s Medicaid Eligibility, processed enrollments and respect the confidentiality of clients' information, and provided quality call center customer service
Reason for Leaving: Contract end
10/16/2006 - 10/04/2008
Spherion Employment (Staffing) Agency
1907 Capital Circle NE Tallahassee, FL 32308
Position: Medicaid Reform Choice Counselor
Duties: Explained insurance plans and coverage available to Medicaid Recipients’, explained the advantages and disadvantages of each insurance plan offered by Medicaid, verified client’s Medicaid Eligibility, processed enrollments and respect the confidentiality of clients' information, and provided quality call center customer service
Reason for leaving: I received a promotion from ACS Florida (Agency for Health Care Administration) as a Certified Medicaid Choice Counselor
02/06/2006 -10/15/2006
Florida Elections Commission
107 West Gaines Street, Collins Building Suite 224
Tallahassee, Florida 32309
Phone Number: 850-***-****
Position: Administrative Assistant II
Duties:
Knowledge of Florida Elections and Laws
Process Travel & Reimbursement Expenses for staff
Open, sort and distribute correspondences
Perform general office duties: ordering supplies, answering phone, copying, faxing, processing purchase orders, etc.
07/05/2005 – 01/30/2006
Tallahassee Community College with Family Safety – PDC/OSET Contract
Department of Children & Families (Contract)
444 Appleyard Drive, Tallahassee, FL 32304-2895
Position: Secretary
Duties: Composed routine correspondence for supervisor’s, maintained an electronic tracking system for unit assignments, process travel expenses and reimbursements, responsible for maintaining and updating the Policies & Procedures Manual, processed local and district mailings for continuity of policies
Reason for Leaving: TCC did not renew state contracts with DCF (they loss the bid).
01/03/2000 – 06/30/2005
Tallahassee Community College (OPS Position)
444 Appleyard Drive
Tallahassee, Florida 32304-2895
Phone Number 850-***-****
Position: Clerical
Duties:
Greeted students and determined what assistance they needed.
Collected parking fines and typed parking decals registration
Performed general office duties, such as filing, typing, answering switchboard with about twenty-four phone lines, centrex console, and handling other clerical duties
Reason for Leaving: I received a promotion with Tallahassee Community College with Family Safety – PDC/OSET (DFC Contract as Secretary)
6/23/1999 -12/27/1999
U.S. Postal Services
2800 South Adams Street
Tallahassee, Florida 32310
Phone Number: 800-***-****
Position: Mail Carrier
Duties:
Sorted and delivered mail to clients’ residence
Picked up incoming mail
03/09/1999 – 06/20/1999
Professional Staffing Temp Agency
North Monroe Street
Tallahassee, Florida 32305
(Currently out of business)
Position: Medical Transcriptionist
Duties:
Transcribed medical tapes
Obtained patients’ insurance information (typing 50 wpm)
Verified insurance benefits, obtained pre-certification and contacted patients’ regarding insurance coverage and discussed their portion of medical bill and made payment arrangements for patients
Microsoft Windows 98, Excel and answered telephones
Performed other general office duties and customer services, such as respect the confidentiality of patient information, answer phones, and filling.
02/5/1999 – 03/01/1999
TMH Rehab
555 Twin City Blvd.
Tallahassee, Florida 32303
Phone Number: Unknown
Position: Patient Scheduling Coordinator
Duties:
Schedule physical therapy appointments
Provided other customer relations services such as greet clients, answer phone and collect payments
10/05/1998 – 02/01/1999
Sarasota Memorial Hospital
1700 South Tamiami Trail
Sarasota, FL 34259
Position: Patient Scheduling Coordinator
Duties: Scheduled patients’ for medical procedures, obtained physicians’ orders over the phone, verified insurance benefits and claims, obtained patients’ insurance pre-certification, estimated patients’ portion of medical bill and contacted patients’ regarding insurance coverage and informed clients’ of their co-pay and the portion of the medical bill not covered by insurance (coinsurance), provided excellent customer relation services to client/ patients, Interviewed patients over the phone or in person to obtain demographic and insurance information, collected patients’ payment amount due for scheduled procedures before pre-testing or admission / if client was unable to pay amount due, referred client to business office to make payment arrangements; respected the confidentiality of patient/client information (HIPAA Law) and use discretion when communicating with disgruntled clients, handled multi-task and complex issues, completed the National Cognitive and Skills Examinations in accordance with the curriculum of the American Heart Association for Adult & Baby Heart Saver, received Cardiopulmonary Resuscitation and Emergency Cardiac Care Certificate at Sarasota Memorial Hospital (SMH), performed other general office duties and customer services, such as answering phones, typing (60wpm), copying insurance cards, and filing
Reason for leaving: Relocated to Tallahassee to help my elderly mother.
06/20/1990 – 10/1/1998
Sarasota County Technical Institute – Court Reporter Student
4748 Beneva Road
Sarasota, Florida 34202
Phone Number: 941-***-****
Position: Court Reporter Student
Major: Court Reporting Certificates Received:
Machine Shorthand I & II 120 wpm 98% transcript accuracy
Medical Terminology
Anatomy
Courtroom Procedures I
Business Law
Civil Litigations
Criminal Law
Microsoft Word & Excel
04/01/1988 – 06/10/1990
Nelson Birch Radio Research
Sarasota, Florida 34234
Phone Number: Unknown
Position: Telemarketing
Part-time night shift
Duties: Contacted clients, inquired about their radio listening and completed radio survey on each client.
01/04/1988 – 03/25/1988
J.H. Floyd Sunshine Manor, Inc. (Skilled Nursing Home Facility)
1755 18th Street
Sarasota, Florida 34234
Phone Number 941-***-****
Position: Administrative Secretary
Duties:
Obtained and maintained patients/residents' medical demographic information
Prepared Board of Director’s Minutes
Opened, sorted, and distributed incoming correspondence, including faxes
Performed general office duties such as, ordering office supplies, maintaining reading file, issue employment checks, obtained residents/patients signature on government check on a monthly basis for payment of facility expenses, handled all incoming and outgoing mail correspondence, filing and other related office duties
Respect the confidentiality of patient information and use discretion in patient relations
Reason for Leaving: Started seeking a higher education
06/16/1980 – 12/27/1987
Sarasota Clerk of the Circuit Court
1991 Main Street
Sarasota, Florida 34237
Phone Number: 800-***-****
Positions: Office Assistant of Child Support Department
Duties:
Typed correspondence, mailed out correspondence and court orders to respondents
Estimated Child Support Arrears
Performed general office duties and customer relation services, such as assisting incoming clients, answering telephone calls, filling, and copying
01/04/1980 -06/01/1980
Deerfield Nursing Home
Deerfield, Illinois
Phone Number: Unknown
Position: Night Shift Food Server
Duties:
Served dinner to nursing home residents
Clean dining area
Washed Dishes and operated Dishwasher equipment
01/03/1979 – 05/06/1979
Skills:
Insurance Prior authorization: Pre-Certification, Pre-Notification; Diagnosis Codes, Procedure Codes, Insurance Claims, Medical Billing, Payment Handling, Call Center,, Confidentiality, Verification of demographic information, Insurance Verification and Contracts, Medical Terminology, Research Plan’s Rule and policies to locate appropriate answer according insurance plan rules and regulations, Patient Relations, Handel multitask and complex issues: problem solving, composing myself under pressure and focusing energies on solving clients’ problems and being good team player; Research Medical Billing issues and respond promptly, Typing 60 cwpm; Office Administration: Answer high telephone call volume and respond promptly, team player and very responsible, proficient in work performance.
Certificates & Qualifications
Successfully completed the Choice Counseling Certification Course and has met the requirements for certification and qualification as required by the Agency for Health Care Administration (AHCA) & The Florida State University of Tallahassee Florida for The Florida Agency for Health Care Administration
Earned Associate in Arts Degree
Earn additional 15 college credits hours in Criminology including, Crime & Delinquency, Deviant Behavior, The Criminal Justice System, Crime Scene Investigation and Medical Terminology (obtained at TCC)
Over twenty years of experience verifying insurance benefits, estimating patients’ expense of medical bills (medical billing), obtaining insurance pre-certification, contacting patients/clients’ regarding insurance coverage and inform clients of co-pay and the portion not covered by their insurance company, informed patients / clients of payment requirements, documenting accurate and accountable information in patient profile and provided excellent customer relations services.
Over thirteen years of Administrative Secretarial Skills
Five years of experience of maintaining an electronic tracking system for unit assignments, type reports, maintain reading file; received and reviewed all incoming correspondence
Five years of experience calculating and processing travel expenses for seven or more staff, formatting and maintaining departmental policies and procedures, composing routine correspondence/assignments for several supervisors' signature, coping compiling materials for binders for state meetings and making binders for training sessions
Maintained electronic equipment, order office supplies and maintain inventory of supplies on hand
Handled multi-task and complex issues, and respect the confidentiality of client information and use discretion with communication skills.
Certificates Received in Courting Reporting Schools
Machine Shorthand I & II with 98% accuracy on Transcript
Medical Terminology
Anatomy
Courtroom Procedures I
Business Law
Civil Litigation
Criminal Law
Legal Terminology
Microsoft Word, Excel, typing 60 wpm
OTHER SPECIAL SKILLS AND QUALIFICATIONS
I obtained Emergency Management skills through continued education and prior employment which will be an asset to your organization. Similarly, I have completed several Emergency Management Independent Study Courses through FEMA (e.g.)
IS-00029 Public Information Officer Awareness,
IS-00158 Hazard Mitigation Flood Insurance in Disaster Operations,
IS-00230.d Fundamentals of Emergency Management,
IS-00235.c Emergency Planning, IS-00403 Introduction to Individual Assistance (IA) (DF-103),
IS-00634 Introduction to FEMA's Public Assistance Program and
IS-00800.b National Response Framework
Other Special Skills: Prepared a twelve-page Emergency Management Plan for a non-profit organization (for Smith-Williams Service Center (SWSC)
EDUCATION
AA Degree – Tallahassee Community College (General) = Completed
BS Degree – Florida State University & Florida A&M University “Incomplete” (with about 40 credits hours completed in Emergency Management studies) Coursework : US Homeland Security/FEMA Certification/Emergency Management Institute/Disaster Operations
High School Graduate: Waukegan IL
VOLUNEER HOURS: Florida A&M University – 120 hours
REFERENCE
Dr. Marie Okeke, Professor, Florida A&M University 850-***-****
Mukweso Mwenene, Florida Department of Children & Families 850-***-****
Tom Bentley, Independent Living Program Manager
Department of Children and Families, Phone Number: 850-***-****
Contact this candidate