Office experience medical and business, customer service, computer exp
Resume:
Susan Diane Will
Farmington, *****, MO, 573-***-****, ***************@*****.***
SUMMARY Dynamic Licensed Customer Service Representative with experience in insurance and healthcare sectors, holding a Property and Casualty License. Proven ability to assist customers effectively, handle inquiries, and manage billing processes. Achievements include enhancing customer satisfaction through efficient service in fast-paced environments. Possesses strong communication skills and attention to detail, ensuring precision in all interactions. Committed to leveraging customer service expertise to deliver exceptional support and meet company objectives.
WORK EXPERIENCE
01/2020 – 09/2020 Licensed CSR, Peterson Insurance Group American Family Farmington, MO Delivered exceptional customer service to insured clients. Processed payments and addressed billing inquiries with precision. Guided customers through insurance quotes and policy modifications. Executed the review of cancellation and non-pay lists, along with policy alterations.
Handled computer tasks and maintained regular phone communication. Achieved Property and Casualty License in July 2020. 06/2018 – 12/2019 Life Enrichment Assistant, Presbyterian Manor Farmington, MO Orchestrated daily and monthly activity planning for residents, designing individual calendars as well as larger displays for communal areas. Evaluated daily activity needs, ensuring all supplies were adequately stocked and prepared.
Motivated and supported residents in engaging with planned activities. Documented resident participation in activities within permanent charts for review by State Inspectors.
11/2017 – 04/2018 Veterinary Assistant/Receptionist, Heartland Veterinary Clinic
Farmington, MO
Checked in patients and coordinated appointment scheduling, including patient reminder calls.
Conducted laboratory work, prepared vaccines, and assisted the veterinarian in examinations and treatments.
Facilitated surgical preparations and provided post-operative care. Fulfilled additional duties as assigned by the veterinarian. 01/2017 – 09/2017 Clerical/Activities/Personal Shopper, Ozark Manor Assisted Living
Farmington, MO
Performed clerical duties including typing and filing documentation. Conceptualized and organized activities for residents, creating engaging activity calendars.
Purchased supplies for the facility and individual residents. Provided transportation for residents to medical appointments. Executed errands to medical offices and pharmacies. Assisted in meal service operations.
12/2015 – 01/2017 Customer Service Associate, JC Penney Farmington, MO Guided customers in item selection and checkout, striving to enhance their shopping experience.
Facilitated online orders for items not available in-store and retrieved those orders upon customer request.
Managed computer operations and financial transactions efficiently. 12/2014 – 10/2015 Customer Service Representative, Farm Bureau Insurance Farmington, MO Assisted clients with insurance payments and inquiries, addressing concerns in a timely manner.
Handled phone communications, offering support for insurance inquiries, billing matters, and policy adjustments.
Processed emails to agents and the home office efficiently. Managed cash handling and performed end-of-day balancing for premium collections.
Communicated with agents regarding customer service issues via email and phone regarding quotes and policies.
Operated in a high-traffic office setting, ensuring effective public interaction.
04/2009 – 10/2014 Pharmacy Technician/ Customer Service, Walgreen’s
(Formerly USA Drug)
Farmington, MO
Provided customer service at the pickup window, ensuring timely assistance.
Handled cash transactions and performed various computer tasks. Processed refill orders by phone and at the counter. Entered new prescriptions accurately into the system. Collected and verified insurance information for patients. Guided customers through the store, aiding in locating items and processing their purchases.
Utilized Telzon for pricing, signage, and inventory management, maintaining high accuracy, cash handling, and customer service standards. 08/2008 – 03/2009 Pharmacy Technician/ Cashier, Walmart Farmington, MO Assisted customers at the pickup window, ensuring swift service. Managed cash transactions and performed computer work efficiently. Fulfilling prescription orders while maintaining a clean and organized workspace.
Answered incoming phone calls regarding refill requests and customer inquiries.
Entered new prescriptions into the computer system accurately, thriving in a fast-paced pharmacy environment.
Upholding standards of accuracy, attention to detail, customer service, and teamwork.
05/2007 – 06/2008 Copy Representative, J.A. Still Corporation Farmington, MO Contracted by Mineral Area Regional Medical Center to manage the release of medical information and process medical record requests. Assisted patients in obtaining copies of medical tests or records. Located necessary records in physical charts or digital databases. Duplicated records, generated invoices, and mailed them to requesters, emphasizing accuracy, attention to detail, customer service, and confidentiality.
07/2005 – 01/2007 Medical Receptionist/ Assistant, Advanced Pain Center Farmington, MO Established operational protocols in the new clinic, ensuring smooth client workflows.
Scheduled patient appointments and efficiently arranged follow-up appointments.
Conducted patient check-ins, taking vital signs, and ensuring comprehensive data collection.
Coordinated medical record requests and scheduled diagnostic testing. Secured insurance precertifications, streamlining patient care processes. Executed bank deposits for copayments collected during patient visits. Managed diverse office duties in a high-volume clinic environment. 10/2004 – 07/2005 Teller, U.S. Bank Farmington, MO Processed customer and commercial deposits with accuracy. Facilitated various transactions including savings withdrawals and loan payments.
Provided essential banking services such as money orders, cashier checks, and savings bonds, while ensuring efficiency in cash handling and computer usage.
06/2002 – 08/2004 Chevrolet Receptionist/ Warranty Clerk, Auffenberg Farmington, MO Managed all incoming calls, directing them to the appropriate departments with professionalism.
Processed Accounts Receivable payments, accurately posted all receipts from previous business, and closed service invoices, ensuring meticulous daily deposits.
Oversaw the Rental Department and compiled monthly billing statements in a timely manner.
Entered data for GM Warranty Claims, ensuring adherence to submission timelines with General Motors.
Compiled and submitted the Monthly Sales Report to Jefferson City. Participated as a member of the Customer/Employee Satisfaction Committee, striving for continuous improvement.
01/2002 – 05/2002 Receptionist (Full TimeTemp), Medical Arts Clinic Farmington, MO Executed office float responsibilities, providing coverage during staff absences and peak activity periods.
Primarily supported Dr. Jamal Zeriek, M.D., Pediatrician, in a fast-paced environment.
Scheduled appointments, processed pharmacy refill requests, and conducted patient check-ins.
Verified patient data and insurance information to maintain accurate records.
Facilitated patient transitions to exam rooms, ensuring readiness for consultations.
09/2001 – 12/2001 Receptionist/Copywrite, Regional Radio J-98 Farmington, MO Directed all incoming calls to the appropriate departments, ensuring effective communication.
Updated and managed Classified Ads for the Trading Post Show, maintaining relevancy.
Authored ad copy for radio commercials using Microsoft Works and Word, ensuring clarity and engagement.
Executed special promotional projects as required, contributing to station activities.
Performed general office duties within a fast-paced setting. 05/2001 – 09/2001 Secretary/Utilization Review Assistant, Parkland Health Center
Farmington, MO
Verified patient admission records for accuracy in data entries, service types, and insurance information.
Contacted insurance providers for precertification validation, ensuring compliance and prompt processing.
Completed and distributed forms for chart audits, maintaining thorough documentation.
Drafted correspondence and designed departmental forms as needed. Recorded minutes from Care Management Monthly meetings for subsequent reporting.
Assembled comprehensive information, data, graphs, and memos for the Monthly Utilization Review Meeting.
Input new customer data for the Monthly Lifeline Billing List, performing various office duties.
04/1998 – 03/2001 Receptionist/Medical Clerk/ Medical Assistant, Dennis E. Sumski, D.O.
Farmington, MO
Checked in patients utilizing IBM Windows 95, ensuring accurate verification of personal and insurance details.
Scheduled appointments and processed medication refill requests via phone with efficiency.
Organized patient testing and managed referrals and precertifications from insurance providers.
Checked patients out with appropriate entries using ICD-9 coding for diagnosis, ensuring accurate billing.
Posted patient payments and processed insurance EOBs thoroughly. Oversaw the collection of delinquent accounts, maintaining financial accuracy.
Escorted patients to exam rooms, recording vital statistics and chief complaints for follow-up.
Assisted the physician with exams, treatments, casting, and minor procedures, employing ultrasound machines and applying treatment as required.
EDUCATION
08/1972 – 05/1976 Farmington Senior High School
High School Diploma
Farmington, MO
SKILLS Banking Insurance
Telemarketing Windows
Cash Handling Microsoft Word
Computer Literate Data Entry
General Office Customer Service
Retail Sales Administrative Support
REFERENCES Bobbi Farley
Pharmacy Tech, Parkland Healthmart
Michele Rogers
Office Manager, Innovative Warehousing
Julie Rawson
Office Manager, SSMH CLINIC
CERTIFICATES Property and Casualty License
American Family
07/2020
Level I Med Aide Certification
Ozark Manor Assisted Living
Missouri Insurance Property and Casualty Renewal
Missouri Insurance
08/2024
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