Customer Service Administrative Support

JAMICE LAWS 267-***-****

PHILADELPHIA, PA, *****

*******@*****.***

S U M M A RY

Experienced, resourceful, and creative Medicare CSR with experience working remotely, with a special focus on maintaining high- quality standards. Skilled team player with strong background in fast paced environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities and proficient communication skills.

P R O F E S S I O N A L S K I L L S

Data Verification

Verbal and Written

Medication administration

Communication Skills

Conflict-resolution

Update records

Data management

Administrative support

Database entry

Customer service

Verbal communication

Claims Handling

Call Handling

Safety Management

Home Care

Teamwork and leadership

Schedule management

Scanning and copying

Document scanning

Inbound and outbound calling

Microsoft Office

Creative thinking

Multitasking

Payment Processing

W O R K E X P E R I E N C E

Contracted Medicare CSR Sep 2024 - Mar 2025

Independence Blue Cross PHILADELPHIA, PA

Processed and reconciled payments using ACH and various other payment methods. Addressed inquiries regarding Medicare Parts A, B, C (Advantage Plans), and D (prescription drug coverage). Assisted beneficiaries in understanding and enrolling in Medicare plans. Resolved issues related to claims, benefits, and additional concerns. Provided accurate and up-to-date information about Medicare programs and services. Maintained accurate records of customer interactions and transactions. Identified and escalated complex issues to appropriate personnel. Operated basic office equipment and technology, including telephones, email, web browsers, and webcams. Investigated and resolved payment processing discrepancies promptly. Utilized RXClaims to track prescription and monitor availability status. Scheduling Coordinator Sep 2021 - Sep 2023

Always Best Care Philadelphia, PA

Monitored and tracked the performance of Direct Care Workers to ensure that client goals were met. Assisted team members in resolving complex issues through critical thinking and tactful communication. Screened calls and took messages to keep professional staff free from basic inquiries. Coordinated efficient schedules for clients and Direct Care Workers. Answered multiple incoming calls to schedule and reschedule home healthcare and skilled care appointments for clients. Facilitated the flow of communication and information among department members. Interacted with insurers to verify coverage and services. Developed and maintained detailed production schedules. Resolved scheduling conflicts and identified potential problems in advance. Received consistently positive client feedback regarding service delivery. Ensured compliance with safety regulations and quality standards. Intake Specialist Apr 2019 - Mar 2020

Pond LeHocky Philadelphia, PA

Assisted in customer calls, evaluated the need for legal services, and provided appropriate referral resources. Handled over 60 calls per day, leading to multiple applications for service needs. Screened applicants based on geographic location and income, determining the legal services needed and funding available at the firm.

Examined complex requests for assistance from clients, resulting in extensive critical and creative thinking. Reviewed and prioritized office cases, resulting in increased efficiency and a higher number of closed cases. Performed screenings to assess client eligibility and consistently met daily quotas for client screenings. Room Attendant May 2013 - Jul 2018

Marriott Hotel Philadelphia, PA

Monitored and restocked supplies of guest amenities and linens. Implemented new cleaning techniques that resulted in a Adhered to all safety protocols and emergency procedures. 50% increase in overall cleanliness ratings.

Cleaned rooms, hallways, lobbies, lounges, restrooms, corridors, elevators, stairways, locker rooms, and other work areas to ensure compliance with health standards.

Emptied wastebaskets, cleaned ashtrays, and transported trash to disposal areas. Vacuumed, swept, and mopped floors to create a clean and safe environment. Maintained accurate log of completed room assignments. Observed precautions required to protect hotel and guest property, reporting damage, theft, and found articles to supervisors. Reported unusual occurrences and special requests to supervisors promptly. Conducted thorough inspections of rooms to identify and address deficiencies, broken items, and unclean areas. Supervisor Jul 2011 - May 2013

Best Personnel Philadelphia, PA

Monitored and evaluated staff performance, provided learning or coaching opportunities, and executed corrective actions. Trained and guided newly hired staff members.

Recommended and performed any disciplinary action or commendations per HR management policies. Provided work instructions and operational procedures to facilitate consistent and seamless company operations. Hired, appraised, and trained team members while offering constructive feedback to enhance performance. Assigned tasks to team members based on individual strengths, fostering a teamwork-driven environment to achieve goals. Disciplined employees, implemented corrective actions, and terminated staff members when necessary. Evaluated potential promotions based on employee performance. Categorized operational issues and recommended improvements. Maintained professional relationships with subordinates and instilled professionalism within the company. Participated in weekly meetings with other supervisors to discuss challenges and successes. CNA Jan 2010 - Jun 2011

Stoneridge Nursing Philadelphia, PA

Assisted with range of motion exercises to maintain joint flexibility. Assisted with patient transfers to and from wheelchairs, beds, and stretchers. Assisted with bed positioning and turning to prevent skin breakdown. Assisted with catheter care and changing of colostomy bags. Monitored and documented vital signs.

Provided compassionate patient care to elderly residents in a long-term care facility. Managed the proper use of safety equipment such as bed rails and wheelchairs. Ensured that resident rooms were kept clean and sanitary. Provided therapeutic activities to help residents maintain mental and physical functioning. Assisted with patient's personal hygiene and grooming. Utilized communication devices such as call bells and intercoms. Assisted residents with activities of daily living such as bathing, grooming, and dressing. Observed and reported changes in resident behavior or condition to the supervisor. Monitored resident nutrition and hydration levels. Assisted with feeding, toileting, and ambulation of residents. Responded immediately to patient calls for assistance or treatment, alerting medical staff to emergency situations. Documented and reported patients' behavioral observations, complaints, and physical symptoms to nursing staff. Collaborated with physicians to deliver specialized care. Prepared daily shift reports to ensure smooth and informative handovers. Established trust with patients through compassionate, person-centered care. Server Shift Leader Mar 1992 - Jan 2010

Jerry's Restaurant Philadelphia, PA

Checked supplies, restocked primary customer and kitchen stations, and requested order changes based on need. Monitored wait times for customers in compliance with company stipulations. Communicated with kitchen staff and bartenders to coordinate food and drink orders and resolve any issues that arose. Assisted kitchen staff in side work and food preparation, ensuring smooth restaurant operations. Served meals to customers and ensured the accuracy of delivered food against order details. Guided patrons in menu selections while promoting targeted meals, appetizers, and desserts. Memorized names and orders of regular customers to foster long-term loyalty. Addressed customer complaints or problems in a professional and timely manner, ensuring customer satisfaction. Maintained cleanliness and organization of the restaurant. E D U C ATION

CNA: Nursing

Medline Inc, Little Rock, AR

CNA: Nursing

Regina Nursing Center, Norristown, PA

High School

Coatesville Area Senior School, Philadelphia, PA

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