Call Center Agent

Vivian Gregory

Charlotte, NC *****

Cell: 704-***-****

Email: **********@*****.***

Qualifications:

** ***** ** ****** ******** service experience

* ****** ** * ****** call center agent achieving goals and metrics

Answered 80 to 100 calls with quality scores staying between and not decreasing 80 to 90 points

Skilled in answering multi-phone line, filing

Basic knowledge of A/P/A/R

WPM: 65

Proficient in CRIS, CSS, Microsoft Office, Allscripts, Canopy

Working knowledge of Siebel DRMS

Experience using the phone dialer Avaya and 5/9

Excellent hand and eye coordination

Working knowledge of a medical office front desk

Created and maintain financial accounts including and not limited to and profit loss statements

Pre-verification on insurance coverage

Capable to understand EHR systems

Experience in pre-verification on insurance coverage/EOB

Knowledge of NC/SC Medicaid and all major health insurance carriers

Schedule patients appointments, surgery, reschedule appointments

Collected and process payments on current and past due medical accounts

Retail and billing support

Collected and process payments on current and past due medical accounts

Education:

SouthEastern Institute Charlotte,NC

Graduated June 2012

Certificate in Medical Assistance

Johnson and Wales University Charlotte,NC

September 2004 to May 2007

Experience:

Tech Pros at American Red Cross

Remote Call Center Agent

Charlotte, NC

July 2024 to January 2025

Proactive, and customer-focused manner with both internal and external customers, demonstrating care and compassion and scheduling prospective blood donors from a variety of sources by phoning individuals to make donation appointments.

Contact active or former blood donors to increase both the frequency of their donations and the number of donors at chapter offices or blood drives, to meet our collection goals.

Coordinate reminder calls, follow-ups, log-in of data and maintenance of records.

Follow a process and appropriate scripting for conducting a call with a donor, to ensure a consistent donor experience.

Interact in a positive way at all times.

TalentBridge at Caremetx

Reimbursement Specialist

Charlotte, NC

December 2023- February 2024

Reimbursement Specialist functions including but not limited to benefit investigations, prior authorization support, and call triage

The Reimbursement Specialist responds to all provider account inquiries, appropriately documents all provider, payer and client interactions into the CareMetx Connect-Offramp and Sharepoint systems

Report all Adverse Events (AE) disclosed in alignment with training and Standard Operational Procedures (SOP)

Zaxby Corporation

Shift Lead

Charlotte,NC

July 2023 to September 2023

Ensure that all daily, weekly, monthly and quarterly tasks and checklists are being completed correctly

Handle cash payments, count and verify tills, and record totals appropriately

Accept payments, operate cash registers, and maintain receipts

Operate the store to meet or exceed budgeted operating goals

Goodwurst Company

General Manager

Charlotte, NC

February 2023 to May 2023

Overseen food preparation, ensuring compliance with health, safety, food handling, and hygiene standards

Ensure customer satisfaction with all aspects of the restaurant and dining experience

Handle customer complaints, resolving issues in a diplomatic and courteous manner

Waiter's Choice Catering

Banquet Captain

Charlotte, NC

September 2022 to December 2022

I was responsible for overseeing banquet events, greeting clients, arriving at events and having the event set and ready by a certain time

Ensure that the team of 6-20 people I supervise and monitor making sure customer needs and staff performance are executed correctly

Overseen onsight food preparation, ensuring compliance with health, safety, food handling, and hygiene standards

Compass Group- Chartwells

Johnson and Wales University

Culinary Team Lead

Charlotte, NC

July 2022 to September 2022

Culinary Leads are responsible for food quality and safety and uphold Chartwells standards. As a Culinary Lead you must provide hard working attitude, attentive to detail, and capable of leading and coaching a team

Lead and develop the grill and prep teams and other trainers

Be responsible for opening or closing the restaurant

Proven track record of coaching and developing team members

TopGolf at Charlotte University

Kitchen Manager

Charlotte, NC

December 2021 to April 2022

Ensuring that all recipes, food preparations and presentations meet TopGolf's specifications and commitment to quality and exact menu item presentation

Maintaining a safe, orderly and sanitized kitchen by maintaining all logs for food waste and temperatures

Executing schedules, managing inventory controls and food and labor costs. While managing a shift of 15 people which included Line Cooks and Food Runners

Assisted in monthly New Menu Items. While also, learning the event menu for corporate catering

OakStreet Health

Medical Call Center Specialist/ Hybrid

Charlotte,NC

June 2021 to October 2021

Helped the company meet goals by successfully managing the comprehensive care of all the patients

Centrally receive inbound calls from multiple clinics, and make outbound calls on behalf of clinics

Update patient information and manage information in our electronic medical records system

Schedule appointments for patients with their Oak Street provider

Kepro

COVID-19 Community Health Care Worker

Work From Home Remote Call Center Agent

Charlotte,NC

November 2020 to February 2021

High amount of inbound calls from residents impacted by COVID 19. Outreach calls to residents impacted by COVID 19

Conducts general assessments and provides education/support based on individual needs

Increase health knowledge

Answers telephone calls, screens calls, answers questions, and directs calls appropriately in a friendly manner

Assists with email and written inquiries

Handles and tracks queries from referrals related to program and services and resolves issues or refers to appropriate parties for resolution within established timelines

National Grid at Iqor

Lead Collection Agent

Charlotte,NC

September 2019 to March 2020

Inbound collection calls from customers regarding payment, address changes, contact information and dispute information on their utility bill

Negotiated reasonable payment options and secured and monitored payment

Take an active role in educating customers about their utility bill, products and services

TalentBridge Staffing at AmerisourceBergen

Benefits Verification Specialist

Fort Mill,SC

October 2018 to July 2019

Provided patients access to the medications and therapies they need by contacting insurance companies to verify patient-specific benefits for complete data entry and/or appropriate forms to document patient benefits coverage

Triage cases with missing information to appropriate program associate

Received in bound and created outbound accounts 25-75 calls daily with patients medical staff in regards to assisting callers with medical drug treatment and medication deliveries

Will of God Outreach Ministries

Volunteer

Charlotte,NC

March 2017 to July 2019

A key person in helping the leaders develop a plan for outreach and developing relationships with the community

Overseen Checklists and worksheets to help you manage projects that is published in many different program manuals, handbooks

Responsible for food preparation, consumption, distribution and budget of the Food Pantry

AppleOne Staffing Agency at OrthoCarolina

Billing Clerk/Account Lookup

Charlotte,NC

October 2016 to March 2017

Experience performing account research, balancing and reconciliation

Previous experience in retail banking remittance lockbox, and medical lockbox

Ability to identify the correct account number while using various lookup systems

Moderate 10-key

Harris Teeter at MorrowCroft Village

Fresh Foods Customer Service Clerk

Charlotte,NC

December 2015 to October 2016

Achieved daily excellent customer service through consistent and exact knowledge of Boar’s Head products

Gained recognition in the Fresh Food departments (deli, bakery and prepared foods) for reliability and punctuality

Overseen counter inventory levels, maintenance of sanitary conditions, proper slicing usage and cleaning procedures

Integra Staffing Agency at JPMorgan

Lockbox Representative

Charlotte,NC

October 2014 to September 2015

Responsible for timely and accurate processing of 500 checks using 10-key

Great hand and eye coordination into lockbox accounts

Strong attention to detail and ability to make quick, accurate and sorting decisions

Proven ability to continuously follow direction, learn and quickly adapt in a team environment

Morrison at Carolinas Healthcare

Food and Nutrition Supervisor

Charlotte,NC

June 2013 to February 2014

Basic accounting functions

Supervision of 15 dietary aides, production and utility personnel

Created and maintain financial accounts including and not limited to budgeting and profit loss statements

Ear, Nose, Throat and Audiology of the Carolinas

Medical Office Assistant/Front Desk Registrar

Charlotte,NC

June 2012 to January 2013

Sufficient knowledge of pre-verification of patient's insurance coverage

Schedule new patients appointments, surgery, reschedule appointments

Great working knowledge of bookkeeping and office accounting and medical terminology

Called 25-100 daily in attempt to collect on 90 days or greater past due accounts and still staying in HIPPA guidelines

Aerotek Staffing Agency at Wells Fargo

Post Closer Loan Processor

Charlotte, NC

November 2010 to February 2011

Strong customer service focus to ensure a successful experience for the borrower

High tolerance for handling 50 to 100 calls in a problem solving situation

Ability to handle confidential material in a professional, highly ethical manner

Process loan files verifying accuracy of documents receive, discussed applicant’s financials with them and determine either a lower interest rate or a refinance on the delinquent accounts as a result with 50% of payments received by the applicants

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