Customer Service & Eligibility Specialist Resume

Stacey McBee

Memphis, TN *****

Email: ***********@*****.*** Contact: 901-***-****

PROFESSIONAL SUMMARY

Dedicated customer service professional with over ten years of exceptional experience in office administration and customer service. Knowledgeable in Healthcare Insurance processing and verification; Motivated to maintain customer satisfaction and contribute to company success. Solid team player with outgoing, positive demeanor, and proven skills in establishing rapport with clients. EDUCATION

Strayer University Knoxville, TN

Bachelor of Science Degree: Business Administration (2014-2018) CERTERFICATIONS ACCREDITATIONS

Certifications: FDA Certification – FedEx Trade Network (September 2012) Memphis, TN Accreditations: Leadership Coach Track Training Program – SITEL Global Operating Corporation (December 2009) Memphis, TN WORK EXPERIENCE

UBC Express Scripts Memphis, TN August 2015 – April 2016 Eligibility Specialist

• Utilized, comprehended, and performed provider guidance and eligibility processes to make necessary updates to various internal systems required for UBC's programs

• Served as first point of contact for internal clients and members during the enrollment process; Conducted outbound calls to members to gather Enrollment Data; analyze and process data accordingly, Handle inbound member calls and written correspondence regarding member eligibility

• Determined independent judgments to respond to complex or critical member issues; Worked collaboratively with Eligibility Systems, Analysts, Eligibility Associates, Eligibility Managers and Account Managers to provide seamless support

• Identified and escalated repetitive questions and/or problems so that corrective action can be pursued and expedited

• Maintained accurate and complete documentation of all contacts which continuously improved the process; Reduced potential for legal concerns or payouts to complete other projects and additional duties as assigned Allen Morgan Health & Rehabilitation Center Memphis, TN November 2014 – July 2015 Receptionist

• Answered frequent incoming calls and direct individuals to proper departments

• Monitored solution screen to ensure that patient’s call light has not been on for a duration of eight minutes or more and if so informed CNA nurse that patient needs assistance

• Ensured that all visitors and private duty workers sign in and out and patient if being taken out by CNAs, private duty nurses or family members; Required to fill out work orders as needed for maintenance FedEx Trade Network Memphis, TN September 2012 – June 2013 ECO Import Coordinator

• Analyzed data and information to ensure sound decisions are made in a time sensitive atmosphere

• Utilized strong organizational skills to complete multiple duties and meet all designated deadlines

• Exhibited superb written, oral, and communication skills in efforts of enforcing CBP & OGA regulations and harmonized tariffs

• livered packages to customer doorsteps and business offices. Stoneriver Pharmacy Solutions Memphis, TN October 2011 – May 2012 Customer Service Representative

• Conducted outbound calls to insurance carriers, employers, physician’s office and claimants to obtain workman’s compensation information to ensure invoices were accurate and sent to appropriate responsible party

• Provided professional and courteous customer service, met and exceeded the required quota set for department members

• Constructed action items for appropriate departments, documented accurate and complete notes regarding all interaction pertaining to accounts

Stacey McBee

Memphis, TN 38118

Email: ***********@*****.*** Contact: 901-***-****

• Abided by HIPPA Laws and for updating, activating, and closing claims accurately per policy and procedures via data entry UT Health Science Center Memphis, TN August 2010 – July 2011 Administrative Assistant

• Assisted the University Registrar in the integrity of student registration and enrollment verification

• Represented the University Registrar in all aspects of Student Orientation; Served as a resource point of contact on matters relating to graduation and degree requirements

• Submitted and maintained files in storage facilities, assisted staff in resolving complex residency, admissions and registration issues

Sitel Memphis, TN October 2008 – July 2010

Coach/Supervisor

• Equipped agents with constructive feedback while allowing the opportunity to identify the issues and solutions and set reasonable goals to be reviewed again in a reasonable time frame

• Supervised agents while taking calls remotely/in-person; monitored each agent’s time using Kronos timekeeper; opened and closed call center as needed

• Calibrated with other coaches/supervisors to brainstorm and come up with better policies and procedures to better aid customers and to accommodate our clients

SKILLS

• Software: Kronos, Oracle, and Banner Software Systems; Proficient in the usage of Microsoft Office: Microsoft Word, PowerPoint, and Excel applications

• Adaptability: Ability to adapt and produce efficient work effort in all work settings

• Customer Service: Excellent customer service and business intelligence of Healthcare Administration/Insurance processing and verification

• Communication: Outstanding written, verbal communication and organizational skills with an eye for detail

Contact this candidate