Customer Service Data Entry
Resume:
Kimberly Pemberton
Jacksonville, FL ***** 1-904-***-****
********.***********@*****.*** Bold Profile
PROFESSIONAL
SUMMARY
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
SKILLS • Customer service
• Order processing
• Payment processing
• Insurance verification
• Data entry
• Database management
• Call handling
• Complaint resolution
• Product knowledge
• Team collaboration
• Follow-up communication
• Active listening
• Conflict de-escalation
• Calm demeanor
• Report preparation
• Multitasking and prioritization
WORK HISTORY ELDERLY CAREGIVER 06/2020 to 03/2025
John Gray Flemming Island Fl
Developed individualized care plans in collaboration with healthcare professionals to address specific needs.
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Monitored vital signs and reported changes to medical staff promptly for timely interventions.
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Administered medications according to prescribed schedules, maintaining strict adherence to health guidelines.
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Trained new caregivers on best practices and company policies to enhance service quality.
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FAMILY CAREGIVER 03/2016 to 02/2018
Mother Jacksonville, FL
Developed and implemented care plans tailored to individual requirements and preferences.
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• Identified needs and coordinated plans for travel and out-of-town functions. Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
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• Completed regular check-ins and progress report for each client.
• Recorded status and duties completed in logbooks for management. K P
• Scheduled daily and weekly care hours for client caseload. Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
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Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
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Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
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Trained and mentored new caregivers, fostering a collaborative environment focused on high-quality care.
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Streamlined caregiving processes to improve efficiency in delivering services and meeting client needs.
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Advocated for clients' rights and preferences within family settings, ensuring their voices were heard in care decisions.
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Assisted patients with physical therapy exercises, promoting improved mobility and overall health outcomes.
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ELDER CAREGIVER 05/2004 to 03/2016
Mother-in-Law Odessa, TX
Assisted with daily living activities, ensuring comfort and safety for elderly individuals.
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Managed medication schedules, promoting adherence and health monitoring.
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• Developed personalized care plans tailored to specific needs of clients. Provided companionship, enhancing emotional well-being and reducing feelings of isolation.
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DENTAL CUSTOMER SERVICE REPRESENTATIVE 05/2000 to 07/2004 Aetna Jacksonville, FL
Conferred with customers by telephone or in person to provide information about products or services and take orders.
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Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
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Gathered customer feedback through surveys and used the data to improve customer service.
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• Resolved customer complaints promptly and efficiently.
• Answered inbound calls, chats and emails to facilitate customer service. Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
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Updated system with order specifics and customer details, preferences, and billing information.
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Maintained detailed records of customer interactions, transactions and comments for future reference.
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Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
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• Updated databases with new and modified customer data.
• Provided exceptional customer service to ensure customer satisfaction. Exceeded established service goals while leveraging customer service, sales and employee management best practices.
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Developed strong relationships with customers by providing personalized assistance and support.
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Identified areas of improvement in customer service processes and suggested changes accordingly.
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Remained calm and professional in stressful circumstances and effectively diffused tense situations.
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Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
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Prevented key account losses by researching discrepancies and correcting problems.
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Maintained a high level of professionalism when dealing with difficult customers.
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Adjusted bills and refunded money to resolve customers' service or billing complaints.
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De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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Answered customer inquiries and provided accurate information regarding products and services.
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Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
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Performed administrative tasks such as filing paperwork, updating databases and generating reports.
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Conducted regular follow-up calls with customers after resolving their issues.
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Recommended improvements in products, service and billing methods to management to prevent future problems.
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• Provided accurate information about products and services to customers.
• Developed strong customer relationships to encourage repeat business. Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
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Developed positive relationships with customers through friendly interactions.
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Resolved complex problems by working with other departments to provide solutions that meet customer needs.
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Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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Utilized job-related software to prepare change of address records and issue service discontinuance orders.
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• Answered customer inquiries via phone, email, and chat. Used approved scripts to de-escalate angry customers during telephone interactions.
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Provided excellent customer service to resolve customer complaints in a timely manner.
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Asked probing questions to determine service needs and accurately input information into electronic systems.
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Promoted available products and services to customers during service, account management and order calls.
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Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
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Implemented innovative methods for streamlining the customer service process.
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• Worked with cross-functional teams to achieve goals.
• Exceeded customer satisfaction by finding creative solutions to problems. MEDICAL CUSTOMER SERVICE ASSOCIATE 01/1993 to 07/1999 Humana Jacksonville, FL
Assisted in the implementation of new technologies and processes to improve patient access services.
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Recommended improvements in products, service and billing methods to management to prevent future problems.
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Contributed to team meetings, sharing insights and strategies for improving patient access services.
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Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
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Utilized job-related software to prepare change of address records and issue service discontinuance orders.
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Verified demographics and insurance information to register patients in computer system.
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Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
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Processed insurance verifications and authorizations to ensure coverage of services.
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Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
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Communicated financial obligations to patients and collected fees at time of service.
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Provided excellent customer service to patients, physicians and staff by answering inquiries and resolving complaints.
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Educated patients on healthcare topics such as nutrition, exercise, medications.
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Reviewed eligibility responses to assess patient benefit level and prepare estimates.
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Filed documents according to established protocols in order to maintain an organized filing system.
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Explained various admission forms and policies, acquiring signatures for consent.
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Analyzed customer feedback surveys to identify areas of improvement within the department.
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Collaborated with sales team members to stay current on inventory levels and resolve item issues.
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Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
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Handled high volume of incoming calls, providing exceptional customer service to patients and families.
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Organized and maintained records by updating and obtaining both personal and financial information from patients.
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• Reviewed charts for accuracy prior to submitting them for coding purposes.
• Provided top quality control and eliminated downtime to maximize revenue. Conferred with customers by telephone or in person to provide information about products or services and take orders.
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Determined accurate prices for customer services, consistently searching for deals and best prices.
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• Mentored junior team members and managed employee relationships. Collaborated with other departments within the organization in order to resolve customer concerns quickly and efficiently.
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Maintained accurate medical records in accordance with HIPAA regulations.
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Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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Conducted follow-up calls after doctor visits or hospital stays to ensure that care was satisfactory.
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Participated in training sessions to stay updated on healthcare policies and registration software.
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Followed up on unpaid claims with insurance companies and other payers as needed.
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Updated system with order specifics and customer details, preferences, and billing information.
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Guided patients through the completion of consent and other required medical forms.
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Identified potential fraud cases based on discrepancies between submitted documentation and actual services rendered.
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Entered orders into computer system accurately while ensuring compliance with company policies and procedures.
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Contacted third party payers in order to obtain authorizations for treatments or services requested by patients.
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Scheduled appointments for patients and communicated appointment reminders via phone or email.
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Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
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• Updated databases with new and modified customer data.
• Resolved billing issues related to services rendered by healthcare providers.
Presented existing and prospective customers with valuable service or product information to aid in decision-making.
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Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
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Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
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Processed incoming calls from customers and routed them to the appropriate department or personnel.
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Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
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Applied HIPAA privacy and security regulations while handling patient information.
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Performed data entry of patient information into electronic health record system.
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Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
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Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
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EDUCATION High School Diploma 05/1986
Edward H White, Jacksonville, FL
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