Customer Service Health Care
Resume:
Marcia Wilkes
Excellent Customer Service/ Health Care Representative
St. Louis, MO 63137
**************@*****.***
Dependable professional experienced in Customer Service, Health Care Customer Service, Collections, Prior Authorizations, Guest Experience, excels in fast paced environments with the ability to convey a positive and professional image to customers and employees, maintain composure in high-pressure situations and also capable of following an issue through to its conclusion. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Medical Secretary
St. Luke's Cardiac Specialist Clinic-Chesterfield, MO September 2023 to Present
• Checking patients in and out of the clinic, answer incoming phone calls and emails, as well as accurately conveying messages.
• Assist patients with forms and other administrative procedures.
• Schedule medical procedures within the practice and with outside specialties, confirm medical appointments.
• Record and file patients' information, such as personal particulars, medical history, and insurance details.
• Processing patient billing and assisting with insurance claims.
• Maintaining an organized filing system and keeping all records of medical information confidential.
• Scheduling staff meetings for physicians, nurses, and other medical team members.
• Maintaining inventories and ordering supplies as needed. FSR Representative
Scott Credit Union-Illinois
August 2020 to Present
• Responsible for identifying, educating, presenting and cross selling SCU products and services to new and existing members in accordance with SCU’s member engagement model.
• Recognize cross-sale opportunities through needs based financial conversations, referring members to mortgage, business lending/services and investments.
• Ensures consistent delivery of SCU’s member engagement model leveraging technology including tablets, enhanced ATM’s and other digital service channels available to SCU members.
• Maintain cross-functional capabilities. Process financial transitions for members including opening and closing of accounts. Input, review, negotiate and close member loan application requests. Process deposits and withdrawals from accounts assist members in all teller duties as needed.
• Provides one or more of the following services for members, in person, by telephone or by mail:
• Processes deposits to share, share draft, and other savings accounts.
• Disburses cash or check withdrawals.
• Provides money orders and cash advances.
• Receives loan payments and service charge payments for services.
• Process transfers between accounts.
• Daily opens and closes his/her teller terminal, accounts for cash assigned, received, disbursed. Accurately balances to teller terminal close report and remits daily work to appropriate supervisor for disposition.
• Perform required OFAC (Office of Foreign Assets Control) screens as outlined in the Non-Member Verafin Processing policy and reports any positive matches to the BSA Group. Complies with BSA requirements of completing CTR and SAR.
• Responds to routine member inquiry regarding the operation of accounts, access to services, account discrepancies, adding or reducing service features on various accounts, and assisting members.
• Work might be performed on the teller platform, at the Drive-Up windows or in the lobby.
• Foster and maintains relationships with members. Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service Investigates member concerns, researches and recommends a resolution. Ensures we are meeting expectations with member service satisfaction results. Work Force Solutions Representative
Equifax-Earth City, MO
May 2020 to August 2020
• Worked with each contact to establish rapport with and gain the confidence of the caller.
• Delivered excellent customer service while striving to exceed customer expectations.
• Partnered with the Internal Business and Internal Service Center teams for technical matters and client issue resolution, escalating issues through appropriate methods when needed.
• Documented details of client interactions into the system while on the phone.
• Followed security processes and procedures at all times when I was handling calls due to the visibility of personal data
Customer Service Associate
Handicare USA-Maryland Heights, MO
May 2019 to June 2020
• Entered, modify and expedite customer orders,
• Respond to customer inquiries regarding existing orders, RMA's (Return Merchandise Authorization),Credits, shipping details, tracking information and billing.
• Ensured the client’s requests are handled to completion and sent confirmations.
• Field incoming customer calls regarding product details, item numbers,dimensions and weight capacity.
• Provide technical customer assistance on product troubleshooting/repair.
• Handle incoming (walk-in) customer requests for pick ups and product knowledge.
• Prepare and issue quotations for customers, dealers and field-based sales representatives.
• Communicate any product/promotional updates to customers.
• Provide product support and education to existing dealers.
• Provide product support and help institute Handicare USA policies to both inside and outside sales representatives.
• Respond to sales reps on status of current orders, shipping details and customer cost.
• Provide support on specific territory marketing initiatives.
• Fulfill requests for literature from dealers, sales reps and customers.
• Maintain and expand current customer database.
• Provide input to Handicare USA Management to assist with on-going product development.
• Assist in the development of marketing plans and general corporate communications (brochures, internet site, etc.)
• Manages difficult or emotional customer situations.
• Responds promptly to customer needs
Customer Service/ Jr. Administrative Assistant
ATS Services, Corporate-Westport, MO
August 2017 to May 2019
• Effectively listen, quickly identifying a customer's issue and used proactive problem-solving techniques
• Demonstrated clear, pleasant, and courteous verbal and written communication using appropriate grammar, tone, and pronunciation.
• Answers calls, text messages, emails, etc. in an efficient, timely, courteous and accurate manner while valuing time management.
• Answers questions regarding our service, locations, destinations, price and related matters to ensure a positive, memorable and personalized meet & greet experience.
• Made quality decisions, multi-task, and interact with a globally diverse group of customers and colleagues in a fast-paced environment.
• Sell and upsell services to potential customers.
• Booking reservations for internal and external customers, our partners and affiliates.
• Consistently update bookings with changes and additions provided by client.
• Assigned service to concierges and coordinate all service details with concierges, drivers, client, etc.
• Key contact for concierges at specific airports to ensure smooth service delivery and assist with any service issues and/or questions.
• Liaison with local airport concierge, manager and business partners.
• Develop and maintain professional rapport with customers and agencies.
• Exhibit upmost confidentiality with clients and client information.
• Accepting credit card information and inputting into Chase Payment system, sending out receipts and end of month invoices.
• Compiling end of month reports, tracking and trending, continuous improvement processes, survey results, etc.
Education
High School Diploma/Some College
Roosevelt High School
Skills
• Customer Service, Healthcare Customer Service, Collections, Problem Resolution, Prior Authorization, Inbound and Outbound Call Center,Banking and Data Entry (10+ years)
• Knowledge of General Medical Terminology, Front Office, Medical Office, Excellent Verbal and Written Communication Skills, Ability to Multi-Task While Maintaining High Level Of Quality Service,FDCPA Laws, HIPPA Laws, Proficient in Microsoft Word, Excel, PowerPoint and Office (10+ years)
• Medical Office Experience
• Insurance Verification
• Upselling
• EMR Systems
• Medical Scheduling
• Order Entry
• Bank Secrecy Act
• Software Troubleshooting
• Negotiation
• Typing
• Workday
• Banking
• Inside Sales
• CRM Software
• Banking
• Cash handling
• Financial services
• Customer service
• Typing
• Order entry
• CRM software
• Windows
• Medical terminology
• Accounting software
• Accounts receivable
• HIPAA
• Quality assurance
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