Customer Support Service
Resume:
Lee Anne Crafton
**** ******* ** ************, ** 37130
***.*********@*****.***
Work Experience
Customer Care Support Representative - Digital EPRO/REMOTE MSC Industrial April 2022 - January 2025
●Provided advanced digital customer support via phone and email, effectively troubleshooting complex technical issues for a high volume of inquiries.
●Coordinated with external vendors to efficiently source products, ensuring timely fulfillment of customer orders.
●Drove online sales growth through proactive web support and by cultivating an exceptional customer experience.
●Collaborated cross-functionally with Field Sales Associates to implement sales-driven solutions, account retention strategies, and revenue generation initiatives.
●Leveraged expertise in diverse internal systems (e.g., AS400, Salesforce, WebSOE) to diagnose and address stated and unstated customer service requirements.
●Escalated critical customer concerns and proposed solutions to management, facilitating efficient and effective problem resolution.
●Functioned as a key resource and subject matter expert for Digital-Epro operations, providing guidance and training to peers on system functionalities and customer support best practices.
●Built and maintained strong customer relationships, directly impacting satisfaction scores and improving website usability.
●Skillfully managed and resolved challenging customer service issues, consistently achieving timely and satisfactory outcomes.
●Achieved and consistently surpassed all key performance indicators (KPIs), including quality, sales targets, adherence, and productivity metrics.
●Ensured meticulous follow-up on all customer inquiries through a robust ticket management system, guaranteeing accuracy and timely resolution.
●Championed MSC's organizational culture and vision within the department and across the company, fostering unity of purpose.
●Contributed to critical special projects and served as an active team member on the Community Relationship Team.
Patient Service Representative Ascension Sacred Heart Pensacola Hospital/Ascension St Thomas Nashville January 2020 - June 2022
●Managed high-volume patient intake and check-out processes, ensuring accuracy of demographic information and necessary documentation.
●Obtained and verified insurance authorizations and precertifications, expediting patient access to care.
●Processed medical record release requests and managed patient appointment scheduling and confirmations.
●Accurately entered, reviewed, and submitted daily charges for patient procedures and services.
●Collected co-payments and reconciled all daily reports and deposits, ensuring financial accuracy.
●Provided essential general office and clerical support, maintaining efficient departmental operations.
●Demonstrated critical thinking skills and decisive judgment while working effectively with minimal supervision in a fast-paced, high-stress environment.
●Gained extensive PRN experience across diverse pediatric disciplines, including clinics, hospitals, imaging, labs, and specialist offices throughout Pensacola and surrounding areas.
●Coordinated all follow-up appointments, tests, and specialist referrals for patients.
Human Resources Specialist Solstice Sleep Products - February 2019 - December 2019
●Managed full-cycle payroll for 120 employees, ensuring accuracy, compliance, and timely processing.
●Streamlined new hire onboarding through effective orientation programs and comprehensive system setup.
●Contributed to operational efficiency by providing key backup support for billing and retail order processing.
●Facilitated seamless HR administration, overseeing all new hire and termination paperwork and data entry.
●Ensured timely and accurate information flow of financial and HR data to relevant corporate departments.
●Managed all workers' compensation claims, maintaining meticulous documentation and follow-through.
●Enhanced employee morale by organizing and executing engaging company events and activities.
●Initiated and onboarded a new employment agency, resulting in significant cost savings of $3.50 per hour per employee and actively supporting veteran hiring initiatives.
Preauthorization Manager Radiology Dept Comprehensive Pain Specialist - Gallatin, TN February 2014 - May 2015
●Utilized eClinicalWorks for electronic charts to manage patient data and streamline workflows.
●Joined and contributed to a new insurance verification team, enhancing front-end revenue cycle processes.
●Ran spreadsheets to uncover the root cause of billing errors, implementing corrective actions.
●Corrected insurance screens for online patient charts, improving data accuracy and billing efficiency.
Biller/Coder Brookdale Senior Living - Brentwood, TN September 2010 - October 2013
●Managed therapy billing and payroll entry, ensuring accurate and timely documentation and filing.
●Ensured data integrity by providing complete and correct billing information to the financial department.
●Generated accurate and timely reports, supporting crucial financial and operational insights.
●Facilitated new associate orientations, contributing to seamless onboarding processes.
●Cultivated strong, positive relationships with colleagues, residents, family members, and community personnel.
●Maintained strict compliance with HIPAA regulations and confidentiality standards for all patient information.
●Leveraged proficiency in VISION, Kronos, Excel, and Outlook to streamline payroll, billing, and reporting functions.
●Conducted peer audits for accuracy, enhancing departmental quality control and compliance.
●Pioneered support for a newly created department, providing essential billing and corrections for communities lacking a dedicated COA, ensuring continuity of operations.
●Delivered exceptional customer service and phone etiquette, enhancing client interactions and satisfaction.
Education
Bachelor of Arts in Sociology/Psychology Western Kentucky University - Bowling Green, KY Graduated: 1999
Skills
Software & Systems: Microsoft Suite (25+ years), KRONOS (4 years), eClinicalWorks, Cerner, Athena Health, Phreesia, Meditech, GMed, Nextech, EPIC, VISION, AS400, WebSOE, Salesforce, Oceana, Document Imaging, Payer Websites.
Medical & Revenue Cycle: Medical Billing, ICD-9 & CPT Coding (4 years), Insurance Verification (14 years), Accounts Receivable, Workers' Compensation, Medical Records, Medical Terminology, TPS Reports (4 years), Claim Adjudication.
Office Administration & HR: Front Desk (10 years), Office Management, Employee Orientation, Human Resources, Interviewing, Recruiting, Payroll, Cash Handling, Meeting Coordination.
Customer & Patient Relations: Customer Service (25+ years), Guest Relations, Patient Relations, Phone Etiquette, Dispute Resolution, Relationship Building, Confidentiality (HIPAA - 25+ years).
Electronic Health Records (EHR): Extensive experience across multiple EMR Systems including eClinicalWorks, Cerner, Athena Health, Phreesia, Meditech, GMed, Nextech, EPIC.
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