Customer Service Advocate
Resume:
Sheila Smith
Customer Service Advocate
Conway, SC 29526
************@*****.***
Professional Summary
Experienced Customer Service Advocate professional with strong leadership and relationship-building skills. Client-focused Customer Service Advocate with 20 + years of providing resolution to customers. Solid understanding of how providing excellent customer service is the foundation of successful businesses. I love building relationships with my peers and my customers. I am seeking a position that allows me to utilize my vast knowledge and experience but does not limit me to a certain profession in one area of office administration.
Authorized to work in the US for any employer
Work Experience
Financial Patient Counselor
Conway Medical Center/Emergency Dept-Conway, SC
January 2022 to March 2024
A patient financial counselor helps patients understand their financial responsibilities for healthcare costs, navigate insurance benefits, and explore financial. Also, assist in the discharge process and assist Security, Regulation, correct errors in registration, and other tasks as needed. Receptionist/Administrative Assistant
Brenda S Tanner - Certified Tax Preparer-Conway, SC February 2021 to September 2021
• Answer phones and take messages.
• Generate documents.
• Create and/or maintain websites.
• Perform basic bookkeeping.
• Assist customers with the documents needed to prepare their tax returns
• Data entry of all documents for tax preparers
• Data entry of our small business customers and reconcile account Administrative Assistant
USA Plumbing-Myrtle Beach, SC
June 2019 to April 2020
• Answer phones and take messages.
• Generate documents.
• Coordinate with plumbers and plumbing assistants & route jobs
• Create spreadsheets.
• Inventory parts/appliances
• Accounts Payable
• Perform basic bookkeeping.
Claims Processor
Blue Cross & Blue Shield of SC-Myrtle Beach, SC
February 2016 to February 2018
Achieved a perfect Quality Assurance Award by having zero errors on processed claims (2 years). Developed new process for employee evaluation which resulted in marked performance improvements.
Worked directly with TRICARE North, TRICARE South and TRICARE West DME management teams to achieve timeliness of claims processed to completion within 30 days. Analyzed departmental documents for appropriate distribution and filing. Agent Specialist
Mary Kendall Bittle-Conway, SC
September 2011 to September 2015
Achieved the objectives required by the agent to meet our monthly sales by working the leads provided.
Worked directly with all agency staff members to achieve monthly goals. Analyzed departmental documents for appropriate distribution and filing. Supported agent with daily operational functions.
Daily business objectives to create new business by following up on internet leads and to follow up with customers who had payments due, past due, or returned. Made changes to customer's request for changes to their policies.
Customer Service Advocate
Blue Cross & Blue Shield of SC-Columbia, SC
January 1994 to April 2010
Answered an average of 75 calls per day by addressing customer inquiries, solving problems and reviewing their questions.
Effectively communicated with and supported Customer Service Representatives as needed on a daily basis.
Conducted weekly calls with the managers of the Major Group areas to discuss the status of benefit changes for the the open enrollment period each year. Served as the main liaison between customers and the claims area to ensure claims were being processed correctly. This included customers who had a high volume of claims due to an accident, a illness or disease.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Education
High School Diploma in Course and supporting Editor of our annual staff Myrtle Beach High School - Myrtle Beach, SC
August 1977 to May 1981
Skills
• PROJECT MANAGEMENT (Less than 1 year)
• Medical records
• Medical receptionist
• TRADING (Less than 1 year)
• PROCESS IMPLEMENTATION (Less than 1 year)
• ICD-9
• Data Entry
• Medical terminology
• Bank Reconciliation
• CPT coding
• Project Implementation
• Hcfa
• Medical office experience
• General Ledger Accounting
• Driving
• QuickBooks
• Tax Experience
• HIPAA
• ICD-10
• Medical Coding/Billing - HGTC/BCBSSC (10+ years)
• Medical billing
• Accounts Receivable
• Health Insurance
• Account Reconciliation
• Medical collection
• RISK MANAGEMENT (Less than 1 year)
• DATA MANAGEMENT (Less than 1 year)
Additional Information
Skills
Self-motivated Risk management processes and analysis Data management Facilitator
Team leadership Peer coach
Strong verbal communication Implement new desk procedures and new Project management proccesses
Process implementation
Extremely organized
Staff development
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