Client Services
Resume:
Alton McCauley
**************@*****.***
Graham, NC 27253
Summary
A highly motivated, hardworking and customer service oriented individual, seeking a position with an organization, where I can utilize my experience as well as ascertain additional experience that consistently contributes to the success and growth of the company.
Work experience
Case Manager
Volunteers of America - Rocky Mount, NC
December 2021 to Present
• Provide day-to-day support and services for participating veteran households. Has relevant experience in homelessness prevention, rapid re-housing, and transitional supportive services. Provide key linkages for clients beginning at their intake and assessment following through to their attainment or maintenance of permanent housing in their home community.
• coordinate outreach efforts for the SSVF Program including but not limited to establishing an outreach plan to target the three categories of participants as outlined in the SSVF program guidelines, develop a set schedule to visit the VA, shelters, and other places that homeless and low-income veteran families are likely to congregate, and develop communication/ updates with the VA and other key housing and community providers. Work with landlords to negotiate rent or move-in deposits on behalf of the Veteran household.
• Ensure that veterans and their families receive services that support rapid re-housing; addressing assessed needs, promoting healthy decision-making, securing financial independence, and promoting relationships at home in the community.
• Ensure participant category reassessments are completed according to specific SSVF requirements.
• Complete all appropriate reporting in HMIS and other systems as required, and complete other duties as needed and requested.
Client Service Representative
Ciox Health - Chapel Hill, NC
February 2019 to October 2021
• Received incoming requests for information and responds to requests by opening mail, assisting walk-ins and telephone inquiries, and retrieving facsimile inquiries in a timely manner.
• Date stamps all requests and highlights pertinent data to facilitate processing.
• Validates requests and authorizations for release of medical information according to established procedures and
• HIPAA guidelines.
• Completes release of information requests including retrieving patient’s medical charts and returning charts,
• copying/scanning medical records accurately and correctly, according to requests, established procedures, and
• established standards of quality and productivity; and electronically transmits medical record to processing operations.
• Performs quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing.
• Maintains equipment in excellent operating condition (inside and out) and troubleshoot equipment issues with
• assistance from the Help Desk department.
• Provides excellent customer service by being attentive, respectful and professional at all times; insures
• understanding of customer request and follows-through as promised; being proactive in identifying and addressing
• member concerns, or problems.
• Demonstrates helpful and effective telephone etiquette and customer service skills by providing appropriate
• information to callers.
• Maintains a neat, clean, and professional personal appearance and observes the dress code established by the
• Company or the member facility.
• Maintains a clean and orderly work area, insures that records and files are properly stored before leaving area, and
• insures adequate supplies to meet customer requests.
• Maintains working knowledge of the current state laws regarding fee structure, and HIPAA regulations as well as
• facility policies and procedures in regards to release of information.
• Ability to maintain regular attendance and punctuality as scheduled. Notifies Manager, Operations and/or
Supervisor
• if unable to adhere to daily schedule.
• Adheres to all Company time and attendance policies or applicable law covering meal breaks and rest periods.
• Records all accurate work hours in the Company’s designated time keeping system daily and adheres to the
• Company’s overtime policy and procedures for requesting time off or change in schedule.
• Works within scope of position and direction; willingly accepts assignments and is available to take on additional
• member facilities and assist with ROI backlogs.
Referral Specialist
Duke Health. - Durham, NC
April 2014 to February 2019
• Coordinate appointment requests received via telephone/ electronic medical record and or fax.
• Determine most appropriate provider, service, and location for appointment
• Reschedule patients from canceled clinics
• Provide support to office staff
• Make changes to provider schedule templates for specific date changes
Rural Carrier Associate
United States Postal Service - Cary, NC
November 2013 to April 2014
• Responsible for collecting and sorting mail for various routs
• Responsible for the safe delivery and collection of the U.S. mail
• Selling stamps, supplies and money orders
• Reported suspicious concerns with safety and security issues to management.
• Handled escalations and customer complaints.
• Ensure the practicing of superb quality and excellent customer service.
Team Lead
Trial Card Incorporated - Cary, NC
January 2012 to November 2013
• Supervised various groups of agents within the call center.
• Managed high call volume phone lines
• Ensured all agents followed company policies and were HIPPA compliant
• Produced weekly and monthly production reports. Handled employee discrepancies.
• Reported suspicious concerns with patient accounts and security issues to management.
• Handled escalations and patient complaints.
• Monitored the calls of agents to ensure the practicing of superb quality and excellent customer service.
Education
Jordan High School - Durham, NC
May 2001
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