Customer service representative
Resume:
SUZANNE JAGER
Sioux City, IA ***** 712-***-**** ****************@*****.*** WWW: Bold Profile
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented professional with focus on deadlines and knowledgeable in data confidentiality and privacy practices when reviewing customer information. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills, multi tasking which enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build customer loyalty.
• Customer Service, Problem-solving abilities
Active Listening, critical thinking, de-escalations techniques
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• Appointment scheduling
Google Drive, Microsoft Office, Spread sheets,
data entry, information updates
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Insurance Claims Processing & management,
Medical & Dental Claims Submission & benefits
verification
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Extensive knowledge of HMO's, Commercial
insurance, Medicare, and Medicaid, Work Comp
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Account Management, Statement billing, Month
end closing procedures, Payment posting &
collections
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Records Organization and Review, HIPPA &
Standards compliance
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Multitasking, prioritizing, written & verbal
communications
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Customer Service Representative, 08/2024 - Current Pech optical – Sioux city ia
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. Developed strong product knowledge to provide informed recommendations based on individual customer needs.
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• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and PROFESSIONAL SUMMARY
SKILLS
WORK HISTORY
positive feedback from clients.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Participated in training programs to enhance product knowledge and customer service skills. Customer Service Representative, 09/2023 - 07/2024 Premier Health Consultants (Mercy One Urgent Care-Singing Hills) – 3500 Singing Hills Blvd St 200 Sioux City IA 51106
• Customer service Representative @ the check-in/check-out desk
• Accepted payments
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
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• Checked insurances on patients to verify the insurance was active & to verify copays.
• Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries. Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements. Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
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Collaborated with staff members to enhance patient's experience and exceed team goals through effective client satisfaction rates.,
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Utilized knowledge of electronic medical record systems and medical terminology to perform data entry tasks.
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Recertification Assistant, 04/2023 - 08/2023
Oakleaf Property Management – 1019 Jones St Sioux City, IA 51105
• Met with apartment complex residents to sign paperwork to verify their lease on their apartment
• Filed documents
• Faxed documents for confirmation of information needed Boosted customer satisfaction & strengthened relations by promptly addressing inquiries and resolving issues professionally.
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Safeguarded personal data information through proper documentation handling, data entry, and record maintenance procedures.
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Billing Representative, 10/2006 - 02/2023
Siouxland Community Health Center - Sioux City, IA – 1021 Nebraska St Sioux City IA 51105 Contacted clients monthly with past due accounts to formulate payment plans and discuss restructuring options
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Worked daily with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments
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• Reviewed and solved account and billing discrepancies
• Assessed accounts for payment status and reached out to customers Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
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• Updated account information to maintain customer records Resolved patient problems by listening to their complaints and investigating and following through to solve issues in a timely manner
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• Answered customer phones calls to billing department work group number
• Assisted with check-in process at front desk.
Front Desk Customer Service Representative, 10/2003 - 10/2006 Siouxland Community Health Center - Sioux City, Iowa – 1021 Nebraska St Sioux City IA 51105
• Collected co-pays and outstanding balance from patients
• Updated accounts with current personal information
• Always remained calm, composed, and polite to de-escalate aggressive patient behavior
• Prepared and processed forms to change patient information as needed per HIPPA
• Documented key points of cust0mer interactions on digital database
• Engaged with patients to understand their needs, resolve issues and answer their questions
• Served as friendly first point of contact for patient inquiries. Claims Processor, 10/1999 - 10/2003
First Administrator - Sioux City, Iowa – 1201 Zenith Dr Sioux City IA 51103 Submitted medical and dental claims with correct procedure and diagnosis codes and processed them according to established quality and production standards to handle demand with high accuracy, according to contract requirements
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• Followed internal standards and examined guidelines to prevent claims processing errors
• Organized insurance claims forms and related documents, checking each closely for completeness
• Carefully checked and verified personal data, and policy information for each insurance application Handled high volume of medical and dental policies with Medicare, Iowa & Nebraska Medicaid, commercial, motor vehicle, and work comp carriers
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• Strong attention to detail.
High School Diploma: 05/1981
West High - Sioux City, IA - Sioux City, IA
EDUCATION
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