Customer Service Representative

TIMIKA D. Knox

**** ********* ***** ******, ** **704 ******.****@*****.*** Home: 986-***-****

Summary

Seasoned Customer Service Representative with over ten years of management experiences. Sound practical and theoretical foundation for improving processes to ensure efficiency resulting in first call resolutions and increased customer satisfaction.

Professional Experience

Judah Adonai, LLC, Arise Work From Home, Columbia SC 2018- Present

Customer Service Manager

• Greets customers with enthusiasm and works to address customer concerns in a timely, effective manner.

• Handles a large number of calls on a daily basis for various companies including The Home Depot and Xfinity.

• Creates rapport and works to understand the needs of each customer.

• Maintains up-to-date knowledge of products and services.

• Responds to queries about products and services and provides resolutions according to company policies.

Palmetto Health USC Medical Group, Columbia SC 2017- 2018

Manager/Physician Practice II

● Oversaw the efficiency of billing, receivables, and reimbursement operations.

● Analyzed and presented accounts receivable and financial reports to the physicians monthly—explained the specific financial impact of each.

● Developed and revised an annual practice budget.

● Completed a full analysis of the fee schedule annually, to maximize reimbursement.

● Managed all staffing needs—screens all applicants, suggests hiring of non-clinical office staff

● Conducted performance appraisals, and approves merit increases for staff

● Completed and updated personnel files—ensures required forms are completed

● Developed and maintains relationships with key hospital management.

● Implemented monitored patient satisfaction survey—presents results monthly.

● Oversaw the development/maintenance of a practice information brochure and a practice website.

● Coordinated strategic planning sessions for the entire physician group annually.

● Ensured the office was opened and closed daily, according to protocol.

● Reviews daily reports and ensures check-out staff accurately completed the daily close.

Waverly Family Practice, Columbia SC 2016- 2017

Office Manager

● Coordinated, conducted, and documented Senior Leadership Team, Provider, and All Staff meetings.

● Responsible for submitting bi-weekly office staff time cards and processing requests for time-off.

● Conducted performance evaluations, recommends merit increases, and updates employee personnel files as needed.

● Worked closely with the billing department to troubleshoot and resolve reimbursement issues (coding, referrals, insurance eligibility, and benefit problems).

● Managed Daily Close to include overseeing patient demographics, charges, insurance payments, and patient payments.

● Processed disciplinary actions as needed and consulted with the HR department.

● Coordinated with members of the senior leadership team to streamline processes to decrease patient wait times and improve patient flow.

● Coordinated with the HR department to screen, hire, and train new employees. ● Proficient in Microsoft Excel, Word, Power Point, Athena EMR, CPT, ICD-10 insurance billing.

Interstate Container, Columbia, SC 2015- 2016

Accounting Assistant/Office Coordinator

● Established new vendors and renegotiated existing contracts resulting in thirty percent decrease in office expenditures.

● Streamlined ordering process to reduce cost and established inventory control procedure.

● Performed accounting and clerical functions to support supervisors, including but not limited to: inputting type vouchers, invoices, checks, account statements, reports, and other records.

Ultrasound Associates, Fayetteville, GA 2007- 2013

Office Manager/Consultant

● Delivered superb customer service using excellent customer service and communication skills.

● Documented procedures and laboratory results in patient electronic medical record

● Scheduled servicing and accountable for the overall maintenance of all medical equipment ● Coordinated and facilitated clinical and supervisory meetings to evaluate customer satisfaction and the quality of healthcare processes and delivery systems

LEARNING CREDENTIALS

● Masters in Health Administration- University of Saint Francis

● Bachelors of Arts in Business Administration - Temple University

● Military Background - Medical Specialist- United States Army

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