Customer Service Data Entry

JENNIFER BELL

Little Rock, AR *****

****************@*****.*** / 501-***-****

SUMMARY

Results-driven professional with a strong work ethic and adaptability, committed to enhancing organizational success. Proven ability to master new skills rapidly while effectively working independently or in team settings. Exceptional interpersonal and problem-solving skills have consistently fostered positive relationships with clients and colleagues, driving collaborative achievements. Aiming to leverage expertise in a dynamic environment that encourages continuous learning and growth.

SKILLS

Communication skills

Critical thinking and problem-solving

Active listening

Information security management

Time management

Leadership

Proficient in Microsoft Office

Salesforce proficiency

Google Doc

Accurate data entry

Email support

Customer Service

EHR system

Administrative Support

CRM software

High level of accuracy

Confidentiality

Patient information management

Insurance verification

Detail-oriented

EXPERIENCE

Appointment Scheduling Specialist / BDR Solutions LLC - Silver Spring, MD 04/2023 - 11/2024 Schedule appointments for veterans, including primary care, specialty care, and community care appointments. Maintain and update the appointment schedule, including cancellations, reschedules, and no-shows. Assisted customers with selecting an appropriate time for their appointment based on their individual needs. Verify the accuracy and completeness of patient information to ensure proper care and billing. Demonstrated strong organizational skills when managing multiple appointments at once. Engage with healthcare providers and medical professionals. Accurately enter and update patient demographic and insurance information into the CRM and EHR systems. Transferring patients to other VA facilities or private hospitals for emergency or non-emergency care. Fax over referrals to hospitals and clinics.

Manage large amounts of inbound and outbound calls promptly. Handle crisis calls while maintaining a high level of professionalism when interacting with clients over the phone or via email.

Followed up with customers after their appointment to make sure they were satisfied with the services provided. Schedule any necessary follow-up appointments, as directed by physicians. Received and screened calls relating to problems that arose due to date changes. Maintain the confidentiality and security of patient data in accordance with privacy regulations. CUSTOMER SERVICE SPECIALIST II / General Dynamic Information Technology - Little Rock, AR JB

07/2020 - 02/2023

Manage large amounts of inbound and outbound calls promptly. Interacts with customers via phone, email, or chat. Keeps detailed records of customer interactions, issues, and resolutions. Maintain confidential information and data by established protocols. Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor. Maintain written and electronic logs for record-keeping. Track customer service cases and update service software with customer information. Use a web-based data management platform to call all contacts of anyone diagnosed with COVID-19. Managing confidential health records.

Answered COVID-19-related questions using CDC policies and guidance. Ensures that cases and contacts have all necessary information, forms, and letters. Collecting and recording accurate information using Customer Relationship Management (CRM) software. Handled over 100 cases or more per day.

Engaged in contact tracing by interviewing COVID-19-positive individuals and their interactions. Maintain ongoing virtual communication to monitor symptoms. Precisely entered data into electronic systems after identifying service needs. Handled contentious customer situations with poise, fostering positive relations. 10/2018 - 05/2020

HEATHCARE CUSTOMER SERVICE REPRESENTATIVE / Teletech Communications - Englewood, CO Responding to phone calls, emails, or other communications from patients, providers, and insurance companies regarding healthcare services, benefits, and claims. Cancel members' plans upon request, or due to recurrent non-payment. Possesses expertise in PHI under HIPAA regulations. Utilized knowledge of the healthcare field by explaining insurance coverage. Provide exceptional customer service to internal and external customers. Granting pre-authorizations for medical treatment, if covered. Updating patient files, verifying insurance, and processing claims. Providing empathetic and professional customer service to ensure a positive patient experience. Provide extant and prospective members with details of the network provided. Process one-time checking and credit card payment by phone. Providing accurate and timely information about healthcare services, eligibility, coverage, and procedures. Scheduling and managing appointments for patients, confirming insurance details, and routing calls to appropriate healthcare personnel.

Walk customers through the problem-solving process, utilize excellent customer service skills, and exceed customers' expectations.

Assist the customer in setting up an online account, and reset the password. Create detailed tickets to track and resolve the issue. Assisting with other administrative tasks, as needed. TEACHER / Child Development Ctr - Little Rock, AR 10/2006 - 02/2018 Encouraged academic development by holding conferences that involved parents in their child's education. Incorporated multimedia tools to enhance classroom engagement. Developed a child-centric, active learning program to stimulate student interest. Attended workshops focused on enhancing educational methodologies. Recognized for generating creative classroom instruction ideas. Enhanced analytical skills by implementing multiple teaching approaches. Identified educational discrepancies through thorough background evaluations. Designed classroom spaces conducive to physical, social, and emotional progress. Applied behavior management techniques to enhance learning environments. Created specialized learning programs for students in need of academic improvement. STUDENT ADVISOR/ADMINISTRATIVE ASSISTANT / Philander Smith College - Little Rock, AR 12/2000 - 01/2006 Sustained consistent communication with a group of 250+ learners to implement tailored action plans. Manage office supplies and equipment.

Built strong partnerships with diverse teams across departments. Guided 50 students as part of the GPS initiative.

Handled incoming calls and emails, ensuring clear business communication. Discussing career and educational goals with students. Managed various administrative responsibilities, including student registrations and admissions. Ensured accurate documentation of students' progress while overseeing the achievement of educational targets. Demonstrate a strong understanding of institutional policies. Review students' grade reports each semester to determine probation or suspension levels based on the academic regulations of the university/college.

Reinstating students into class after being placed on academic probation. Maintaining updated reports on students' progress. Refer students who may need assistance with solving academic or personal problems. Provide relevant, current academic information.

Identify and access campus resources and co-curricular opportunities to help reach educational, career, and life goals.

Maintained contact with prospective students through phone calls and emails. Assist students throughout their academic endeavors, including enrollment and graduation. EDUCATION AND TRAINING

BBA: Business Administration/Accounting 05/2002

Philander Smith College - Little Rock, AR

CERTIFICATIONS

TEFL-TESOL Certifications .

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