Data Entry Customer Service

Leah Ayers

Tucson, AZ ***** / 480-***-**** / ***********@*****.***

Accomplished, detailed, focused, and self-motivated professional dedicated to superior customer service. I excel at learning, retaining, and communicating brand knowledge to customers. Post major life change, I have had several contract positions over the past few years trying to find my new niche. I currently have stabilized my employment with a permanent role. I believe in Integrity, responsibility, honesty, reliability, accountability, and work ethic.

EDUCATION

A.A. Degree, Health Information Technology, Northern VA Community College, Annandale, VA 2000

A.A. Degree, General Studies, Northern Virginia Community College, Annandale, VA 1997

SKILLS AND EXPERIENCE

Microsoft Office (Word, Excel 1 and 2, Power Point, Outlook), Microsoft Calendar – scheduling one on one meetings, team meetings with clients or a team, Google Sheets, Electronic Medical Record Software experience includes: Cerner Millennium, IPROB, AS400, Softmed/ Chart locator, Esmartlog, Smartlink, Orthopod, eClincialworks, E-MDs, Encounter Pro, IC, MISYS, Intergy, Practice Partner Medical Manager, Centricity, Vista, Guardian, and KRONOS, CAS, PeopleSafe, HBS.

PROFESSIONAL EXPERIENCE

Matrix Medical Network, Member Representative, Home Health Assessment Scheduling Aug 2021 to Nov 15 2023

Scottsdale, AZ (Remote)

Permanent role. Remote call center environment. Personally responsible for meeting monthly individual goals, quotas and metrics. Collaborate with team members to meet and exceed team monthly goals. Scheduling new and repeat appointments for members of several health plans for a Home or Telehealth Health Assessment with a Matrix Nurse Practitioner. Required to follow several call scripts, each custom to the health insurance plans request. Resist reluctance and objections and provide alternative suggestions. Upselling the brand by explaining the products, services and health benefits of these Healthy Home Visits. Using Dynamics and Five-9 for automated and manual dialer 200-300 outbound calls daily using various scripts required by multiple Health Insurance plans, conversing in an empathetic way, scheduling health assessment visits. Experience: Five-9, Dynamics, Sharepoint, Microsoft Word, Excel, Power Point, Jabber Chat, Teams and Zoom Meetings. Work on a team of 10 or more, meeting and exceeding goals.

HiMS EHR Software, Quality Assurance Software Tester/ Customer Success Agent August 2020 to May 2021

Phoenix and Tucson, AZ (Currently Remote)

Permanent Role. QA Electronic Medical Record Software Testing and Customer Service response Team. Respond and trouble shoot customer emails regarding login issues, typing responses, software errors and bugs and updates in Zoho create and follow up on DevOps tickets with our QA testing team and software developer. Selling and promoting the AXIOM software benefits to clients, updated training modules. AXIOM Electronic Healthcare Software testing, Data entry using Excel, PowerPoint, One note, Zoho, Asure DevOps, Teams, Microsoft Word, Zoom video chats to assist clients. Microsoft Calendar – scheduling one on one meetings, team meetings with clients or a team.

TTEC, Remote Customer Service Agent / Bank of America, Tempe, AZ June 2020 to August 2020

Permanent Role. Accepted high volume of Inbound calls from customers of Cardholder Prepaid Services, provided super customer service and data entry to record conversation notes and record updates into the customer online files and change cardholder debit card status, activate or Reset PIN for customer, check account status. Experience with software PAS, Humanify, Kronos, Pidgion chat. Microsoft Calendar – scheduling one on one meetings, team meetings with clients or a team.

CVS Health / Caremark-through SGS Consulting, Scottsdale, AZ February 2020 to March 2020

Contract role. Prior Authorization Intake Agent. CRU (Claims Review Unit), Specialty Prior Authorization Department. Accepted specialty medication requests by high volume inbound phone calls, online and fax from medical practitioners, Doctor Offices, Pharmacies, Members, Nurses. Verifying the matching ICD-10 codes. Data entry to log notes, updates and changes into the Prescription database or spreadsheets, team chats between supervisors and partnering with other departments to ensure timely resolution for requests, including: Pharmacy, Customer Care, Claims Processing, Medical Doctor offices, Commercial PA Dept. Microsoft Calendar – scheduling one on one meetings, team meetings with clients or a team.

CENTENE-through Apex Systems, Tempe, AZ November 2019 to December 2019

Contract role. Quality Improvement Specialist. Temp position through Apex. HEDIS audit preparation and training, Data entry for logging measures and documents into HUI. Called provider offices for verification. Microsoft Calendar – scheduling one on one meetings, team meetings with clients or a team and Online training.

CIGNA-through Mindlance Staffing, Phoenix, AZ October 2019 to November 2019

Contract role. Data Entry Representative. Assisted with the Eligibility and Verification during Medicare enrollment season. Data entry, verifying demographic details for updates or changes, preparing member documents for scanning, filing and storage.

Progressive Roofing-through Ajilon Agency, Phoenix, AZ April 2019 to September 2019

Contract role; seasonal. Human Resources Office Assistant. Filing, labeling, creating new files and organizing archive files. Assisting with in-house file audit preparation. Assisting with the process for new hire employee verification, new hire employee orientation, terminated employees and rehired employees. Updating electronic employee records and handling sensitive data such as demographics and I-9 Eligibility.

WESCO Distribution-through Ajilon Agency, Phoenix, AZ February 2019 to April 2019

Contract role. Office Assistant. Working with excel spreadsheets, filing, printing, and compiling purchase sales tax receipts for verification, assisted with an internal audit.

McKesson-through RemX Staffing, Tempe, AZ November 2018 to January 2019

Contract role; seasonal. Insurance Verification Agent. Verifying patient pharmacy benefits for a specialty medication. Made outbound calls to private and commercial insurance, Medicaid and Medicare to initiate prior authorizations as needed for specialty medication. Verify insurance changes from previous year.

Attended Career Step Online School, Phoenix, AZ August 2017-May 2018

Medical Transcription Certification Course.

COO of my family and Medical Office Positions Prior to 2017

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