Call Center Customer Service

CHRISTINA JONES

***** * ****** ******, ********, AZ 85138

602-***-**** • **********@*****.***

A dedicated and hardworking administrative professional, with a strong background in account management and customer service. Strong background in the healthcare and insurance industry. Excellent administrative skills and an accomplished multi-tasker, who ensures the achievement of established objectives. As a driven professional, makes substantial contributions to the teams driving the growth of an organization. EXPERIENCE

Epiq Global/Adecco Temp Agency, Phoenix, Arizona

Call Center Representative, March 2024–May 2024

Working at a Call Center on a temporary assignment. I am looking for a long-term or preferable permanent position using my background in Medical/Healthcare/Insurance Company/Finance/Banking so I can use all my experience and skills. to grow within with position.

• The position was an onsite most often inbound and some outbound Call Center atmosphere.

• Outstanding customer service was key to this position.

• We had scripts that we needed to read verbatim. We rarely had to make outgoing calls.

• Provide details on what the customer might qualify to receive compensation due to the bank we represented added products without customer’s knowledge.

• Handling investigating claims the customer had by verifying what the customer was eligible.

• Notating account about conversation in a clear and understandable detail. Discover, Phoenix, Arizona

Call Center Representative/Collections Specialist, March 2023–November 2023 Working in Collections and inbound Call Center Department. I loved working with the customer, even irate to try to solve their issue with several options.

• The position was more inbound calls than an outbound call center atmosphere.

• Outstanding customer service was key to this position.

• Verify that the person calling, or we are calling out to is the correct card member.

• Provide details on past due, current minimum due and due date to cardmember. Then try to collect what they can pay. Try to set up Direct Pay for future payment.

• Collecting payment over the phone to make sure account is up to date.

• Notating account about conversion and updating status with new detail. AVEANNA HEALTHCARE, Chandler, Arizona

Call Center Representative/Medical Patient Account Representative, August 2021-December 2022 Working in the Authorization Department, then the Change Order department and finally the Intake & Delivery Department. I have worked in three distinct positions where duties included receiving. a revised prescription for an existing patient.

SUMMARY

• The position was mostly outbound with some inbound calls. This included claims and collection payment from Insurance and Patient. Handled billing to Insurance company and Patient and made sure all processing was completed correctly.

• Outstanding customer service was key to this position.

• Verify that prescription is valid and all clinical information is included. If not, reach out to the physician, hospital, and/or patient’s family to let them know what we need to proceed.

• Keep patient’s family informed as to the process and what needs to be done to complete.

• Request prior authorization when needed.

• Follow up on authorizations.

• Continue to keep family informed on authorization status, including approvals, denials and provide further assistance with appeals.

• Continuous computer program updates including clarifying updated notes.

• Contacted patients regarding delivery items, confirming address, provided benefit and authorization detail. finalizing process for future refill needs and answering their questions.

• Develop innovative ideas to succeed in improving our team’s quality and quantity.

• Team player, continually helping in other areas.

• Open to constant changes and adapt quickly and efficiently.

• Supervisors and coworkers commented on professionalism, teamwork, excellent attitude and always meeting or exceeding expectations. I have received letters from the patient’s family commending my performance and going the extra mile to make our company shine.

CORAM/CVS INFUSION SERVICES, Phoenix, Arizona

Call Center Representative/Medical Sr Assistant Customer Service, INF, August 2018-July 2021 Position began in an Authorization position which duties initiating authorizations, renewals, and expiring authorizations. Moved into an Intake position that included setting up patient so that a delivery of our company’s products and/or supplies are received in a timely manner.

• The position was mostly outbound with some inbound calls. This included claims and collection payment from Insurance and Patient. I handled billing to the Insurance company and Patient and made sure all processing was completed correctly.

• Outstanding customer service was key to this position.

• Made outbound calls to insurance companies to obtain authorization requirements for patient benefit plan.

• Processed authorization request online when possible, working with multiple insurance systems.

• Continued to follow up to obtain status with the goal to get authorization approved.

• Contacted physicians for details, to obtain a valid prescription and medical documentation when necessary.

• Contacted patients regarding authorization status, denials, and further assistance.

• Processed incoming prescriptions by reviewing and into multiple computer systems.

• Contacted patients regarding delivery items, confirming address, provided benefit and authorization detail to for future refill needs and answering their questions and processed with several companies’ applications.

• Developed innovative ideas to improve our team’s quality and quantity. FRESENIUS MEDICAL CARE, Mesa, Arizona

Call Center Representative/Medical Patient Account Specialist, December 2015-August 2018 This position consisted of insurance verification for patients receiving dialysis at our facilities. Duties included listening attentively as well as asking the correction questions so that the correct information was obtained. Also, needed to load this detail on a spreadsheet and into the company’s systems so that billing and authorization would be processed correctly.

• Made outbound calls to insurance companies to obtain patient benefit detail. Inbound calls came from patients, doctor’s office, and Insurance companies.

• Developed methods to access critical information during phone calls.

• Assisted with re-verification and authorization departments whenever needed.

• Capability to correct or add information when patient account was incorrect or incomplete.

• Knowledge in my position and what needed to be completed as well as quotas were always met or exceeded.

• Began as a temporary employee and was hired immediately once my transitional period was completed. MCKESSON SPECIALTY HEALTH, Scottsdale, Arizona

Call Center Specialist/Medical Insurance Specialist II (Long term temporary position), July 2014-August 2015 Responsible for assisting patients applying for a prescription discount program. Also, obtained and provided details to physician and patient on how medication would be covered. Moved into Authorization position.

• Made outbound calls to insurance companies to obtain patient benefit detail. Only inbound calls I would receive is the doctor’s office or Insurance companies.

• Made outbound calls to insurance companies to obtain patient benefit detail.

• Developed methods to access critical information during calls.

• Trained new employees.

• Advanced prior authorization and denials of coverage including continual follow up.

• Performance reviews were always met or above company expectations.

• Quality performance would consistently be at or near 100 percent. BENEFIT MALL, Phoenix, Arizona

Office Manager, July 2001-January 2005

Senior Account Specialist, January 2005-March 2014 Held position responsible for organizing office operations and procedures. Oversaw staff procedures and performance.

• Prepared reports such as profit and loss, office analysis, and achievement of financial objectives.

• Successfully oversaw tracking and budget, income, and sales per representative.

• Reported to multiple managers.

• Organized office operations and procedures.

• Aided in payroll, including rate increase as well as performance reviews.

• Delegated workflow to all staff members.

• Oversaw all office equipment and computer costs, upgrades, and inventory control. Performed all post-sales duties, including customer service and client billing.

• Processed premium payments, including review for accuracy.

• Provided financial and business reports to management and our corporation office.

• Implemented all post-sales processes, including customer service.

• Answer and make telephone calls in a professional manner with clients, customers, business contacts, insurance companies, agents, and corporations.

• Performed word processing, using Microsoft Office.

• Performed accounting, using QuickBooks.

• Created financial and production spreadsheets including presentations, using Microsoft Office.

• Successfully utilized effective communication skills. ADDITIONAL EXPERIENCE

PROFESSIONAL INSURANCE SERVICES, Menlo Park, California, Account Manager, 1996-2001.

VIC WYCOTT INSURANCE SERVICS, San Mateo, California, Account Manager, 1992-1996. REFERENCES

DITIONAL EXPERIENCE

1. Dean Boever, President and CEO of Benefits Mall – Phone 480-***-**** 2. Lee Scheuer, Owner of Professional Insurance Services – Phone 650-***-**** 3. Pauline Bracken, Co-worker at Fresenius Medical Care – Email: **************@***.***

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