Customer Service Representative

Mary Postell

*** ******* ***** • Stockbridge, GA 30281 • 770-***-**** • ************@*****.***

I am a dedicated, energetic and reliable customer service professional with experience in healthcare, insurance benefits as well as state, and federal call centers. I have excellent call center communicating skills receiving large volume of calls, making outbound calls taking ownership professionally with empathy, while maintaining customer satisfaction. Working with providers, members, and facilities remotely or office I possess the ability to adapt to change, as well as I am a quick learner who can contribute to company success.

Qualifications Summary

With excellent, written/verbal, communicating, and listening skills, I am able to maintain customer satisfaction, with professionalism respecting privacy. I am flexible with the ability to work independently or as part of a team to meet deadlines. With multicultural awareness, I possess a high level of adaptability. My organizational skills gives me the ability to work in a fast pace environment, prioritizing, multi-tasking to navigate multiple systems, documenting, paying attention to details, problem solving, data entry, alphanumeric with accuracy along with following rules, guidelines. My training, education, experience, and knowledge have prepared me to take the initiative, and ownership. I have experience in healthcare, Medicare enrollment, general, State and Federal call centers, CRM systems, verifying benefits, filling mail order prescriptions. I have education and training in Medical Terminology, typing 45-50 wpm, technical Support, the internet, Credentialing, HIPPA, and team playing in office or remote environment.

Experience

Apex Systems Glen Allen, Virginia

Customer Service FEMA (Remote) November 2024 to May 2025

Greet, verify, identify and respond to applicant's needs about their case.

Navigate multiple systems to provide appropriate information and documenting.

Utilize telephone, email, and web browser to complete work tasks.

Advised applicant time frame for processing, if we receive and what information needed for processing case.

Transfer calls to appropriate departments as needed, assist with technical support

Indotronix International Corporation (Temp) Rochester, NY

Customer Service (State of New Mexico Human Service Remote) January 2020 to June 2024

Customer service call center, greeting and, identifying and responding to needs of clients reference to Medicaid, SNAP benefits

Good telephony manner, ability to handle stressful situations, with empathy, good listening skills

Assisting clients with applications, online, technical support, transfer calls to right departments

Responds to claimant’s phone inquiries in a prompt, reading appropriate solutions, rules and guidelines to problems in Knowledge System.

Navigating multiple systems, documenting, able to take more than 80 calls per day, assist with technical support

Wal-Mart McDonough, GA

Cashier/Customer Service October 2018 to January 2020

Provides customer service by acknowledging the customer, identifying customer needs, assisting with purchasing decisions, locating merchandise, resolving customer issues and concerns

Operate equipment such as a cash register and related tools to process customer purchases, using appropriate procedures for different payment types and items sold

handling claims and returns zoning the area, arranging and organizing merchandise, identifying shrink and damages

Training and assisting new employees

Seeds of Hope College Park, GA

Personal Support Aide July 2017 to 9 2018

Provide unconditional assistance to mentally challenged individuals

Perform personal care, including assistance with basic personal hygiene, grooming, giving prescriptions

Encouraging positive relationship, ensuring client safety, self help

Home management, monitoring and reporting changes in client's behavior, preparing meals, light housekeeping

Transporting to appointments, running errands, communicate with all levels of personnel, internal and externally

State data entry of client behaviors, activities, goals, medication, meals, incidents, and documenting financial receipts.

United Health Group (Optium) Temp Sandy Springs, GA

Data Entry/Customer Service July 2016 to June 2017

Receive and prepare Medicaid information for data entry, enter data into ques

Identify documents, processing in a timely manner with accuracy, paying attention to details

Complete required data for approval or denial of insurance benefits

Validating demographic information and obtain additional member data via specific plan scripting

Answering inbound calls from our valued members and assisting them with their inquiries

Data entry of the members record with accurate information obtained on the call

Routing calls to the appropriate department as needed, ability to collaborate within a team environment, follow rules, guidelines, policy, and procedures.

Chase Source LP (XEROX) Temp Sandy Springs, GA

Customer Service November 2015 to June 2016

Provide unbiased assistance to Medicare customers with application, eligibility requirements, and program questions

Assists customers in problem resolution, as needed, enrollment process, including Medicare open enrollment, inbound and outbound calling

Responds to member phone inquiries in a prompt, courteous and concise manner, fill prescriptions, add new, update and payment information information

Documents all member inquiries, transfers callers to other Call Center units as needed

Follow rules, guidelines, policy, and procedures in a timely manner, while being monitored.

The State of New Jersey (Acro Service Corp) Temp Mays landing, NJ

Data Entry October 2014 to 9/2015

Provides clerical assistance, customer service, able to communicate both written and verbally

Data entry with speed and accuracy, paying attention to details of confidential information, HIPPA Compliant

Perform routine and repetitive duties, with limited supervision

Receptionist, greeting clients, able to handle multiple task at once, receiving and transferring calls

Aetna Rx Home Delivery Pompano Beach, FL

Customer Service March 2006 to September 2009

Inbound/outbound strong customer service focus, effective verbal/written, data entry skills and accurate documentations

Verifying insurance for prescriptions, projecting a positive, helpful attitude

Able to handle multiple tasks while being monitored over ACD line, toggling multiple systems

Verify and update patient credit card information respecting privacy and confidentiality, HIPPA compliant

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner

Received multiple reviews acknowledging my level of dedication to excellent customer service

Broadspire Management (Kemper Insurance) Plantation, FL

Customer Intake Representative January 1997 to March 2006

Fast pace environment, inbound/outbound customer service over an ACD line, assisting customers, providers with status of precertification, authorizations and denials for treatment requested

Following rules and guidelines per state, meeting deadlines, updating, creating new cases via phone, faxes, referral from providers and adjusters, promptly responded to general inquiries from members, staff, clients via e-mail and fax

Interacting with nurses via precertification, follow-up on information to meet deadlines per state

Cross-trained and provided back-up for other customer service representatives when needed

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner

Reviewed, logged, organized and prioritize daily precertification count

Positive attitude, training, coaching new employees, team leader support

Dr. Harold S. Williams, MD Miami, FL

Medical Secretary/Receptionist September 1992 to January 1995

Front desk, greeting patients with professionalism and positive attitude

Verify insurance and schedule appointments and receive and post co-pay

Interface between doctor and pharmacists for refills, assisting in rooms with patients

Performed clerical duties data entry, referrals, posting, collections, payments, filing, CPT coding, and word processing, Provided necessary health education training for patients, followed infection control procedures for OSHA

Maintain professional office environment, provided coaching, to staff to enhance staff development

Biscayne Medical Center Miami Beach, FL

Radiology Receptionist February 1979 to March 1989

Greet patient at check in, scheduling appointments, efficient, accurate and courteous manner with positive attitude

Typing 45 wpm, use of computer, maintain filing system and logs,

Answer telephones, use of fax, photocopier, voice mail, compile statistics, and customer service skills.

Communicate with staff, physicians, both orally and in writing, maintained confidentiality

Merrill Lynch Richardson, TX

Data Entry Specialist June 1989 to September 1991

Data entry of national and new accounts, respecting privacy and confidentiality with speed and accuracy

Organizing and prioritizing out dated information, filing and follow up on confidential legal documents from brokers making sure appropriate signatures and notary were valid

Team leader with positive attitude, training and coaching new employees as well as team playing

Education

Kaplan University

Associate Medical Office Management Graduation, 7/2013

Related Course Work: Office Management, Insurance and Billing, Medical Coding I, Accounting, Medical Records, Medical Terminology, and Software Applications for Healthcare Professionals

Miami Dade Community College

Associate Registered Nurse candidate did not graduate, 1976

Lake City High School

Diploma 1973 General Studies

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