Remote Inbound Customer Support Specialist with 15+ Years Experience

JULIE KINNA

***** ******* ***** – Hagerstown, MD 21740

Phone: 301-***-**** E-mail: **********@******.***

STRENGTHS

* ***** ********** ******* ** a Call Center/Collections/Customer Service

CPR Certified with Medical terminology, Coding ICD-9, CPT-4

Friendly, enthusiastic, sincere and understanding to patients needs and helpful in resolving stressful situations involving billing issues

Problem solving billing issues with patients/insurance companies

Computer proficient in hospital Medic/Meditech system, Wordperfect 4.2, 5.0, 5.1 and 6.0

Windows 6.1, and Lotus 1-2-3, dbase III, MacIntosh-Paradox, Ms Word, Excel,

Outlook, CPI system and MLPS system, Internet Explorer, Medical Mastermind system, Drake Software(Tax/Accounting)

6+ years experience in transcription of medical/clinical reports. Filezilla systems, CuteFTP, digital/transcription machine

Accounting (A/P, A/R)/Bookkeeping/Quickbooks, Peachtree

Funding/Settlement of Accounts (Wells Fargo, Chase IBM, Multi Business, Chargebacks, Suspense Rejects, Chase DCC)

Sales Representative/Consultant/Marketing

Excellent communication skills and a professional demeanor gained through extensive interaction with the public

Recognized for reliability and “getting the job done” through persistence and a strong work ethic

EXPERIENCE

Kings Jewelry- Prime Outlets Hagerstown, MD

Sales Consultant/Professional in Charge

Provide Sales assistants to customers and pinpointing what customers are in store to purchase and give quality and professional customer service and full range of knowledge regarding all diamonds/gemstones in store.

Create Custom orders for New Jewelry and prepare repair orders for customers, tracking of orders, follow-up with customers regarding their orders, inquiries, etc. to assure prompt service and the reliability of our store to uphold our mission to have returning customers from the first visit on.

Stock fulfillment orders

Responsible for Opening and Closing of store and all functions associated with store.

All Management responsibilities such as supervise others, prepare entire schedule for store to operate. Monitor all aspects of store sales, report to home office all necessary information needed for reports, supplies, etc…

Prepared and set up marketing tools for store and special events such as remounting events, special sale promotions, etc.

Perform certain repairs onsite for customers jewelry such as battery changes, link removement, pin replacements, etc.

Perform onsite jewelry cleaning and inspections of jewelry

Perform trade-ins of jewelry for customers

Liberty Tax Service – 53 Eastern Blvd. Hagerstown, MD

Tax Preparer/Accounting services

Created Customer profile and Processed taxes for customers using W-2 payroll info on Drake Software

Processed same day refunds (I-RAL), Refund Anticipation Loan (RAL 12-24 hr Loan), Electronic Refund Check (ERC 10-16 days) – Direct Deposit of Loans

Electronic Filing

Ran receptionist desk by answering phones, responded to customers inquiries, scheduled appointments

Set up and handed out Marketing tools such as flyers, door to door business introductions, Country music radio event in front of business, incentives to customers who filed their taxes with our business

First Data Merchant Services – Western Maryland Parkway

Settlement Representative II/Analyst

Reviewed and analyzed all facets of daily processing to ensure settlement, funding, and associated rejects were processed accurately, timely and in accordance with standards and policies.

Daily operational responsibilities included process failure/issue identification, escalation through trouble shooting reporting and /or to senior management/Workflow Manager, and investigation necessary for resolution to mitigate client impact, risk, and operational losses.

Assists team with daily settlement reconciliation.

Released ACH and Bank wire payments through platform specific funding procedures.

Communicated with internal and external clients (both domestically and internationally) regarding operational processes and client inquiries ensuring all service level agreements were met or exceeded.

Prepared, updated, and maintained settlement/funding process documentation required for representative desk procedures, (Sarbanes-Oxley, Audit and BCP).

Accounting responsibilities included the creation of supporting journal entries, general ledger maintenance, over standard investigations and resolution.

Assisted Workflow Manager to identify risk in accounts, providing explanations for over-standards and month-end variances.

Analyzed and evaluated current operational systems and procedures to continually improve and enhance efficiency.

Communicated potential changes to Workflow Manager for approval.

Executed and monitored changes during implementation

Lead or participated in departmental projects and initiatives.

Washington County Hospital/Behavioral Health Services – Walnut St./Kenly Ave.

Medical Assistant/Billing Specialist/Office Manager

Processing of claims to commercial/HMO insurance companies by 1500 HCFA/UB 92 claim forms

Obtaining authorization to properly bill insurance companies for services rendered and process

appeals when necessary

Running and completion of “On-hold” report for physicians/therapist

Assisting patients with a “Financial Aide” grant offered through the hospital by completion of

application and income status

Processing of paperwork for “Gray Zone” program through Medical Assistance

Assisting Utilization Review Department in the daily authorization of patients charts

Assisted Management in processing of monthly statistical reports

Processing of patients charts/medical records

Receiving and processing of patients prescription request and administering of medications

Processing of patients referrals

Transcribing of physicians notes for patients permanent record/insurance companies, department meetings, etc…

Weekly reports generated for rehabilitation/John Marsh Cancer Center, etc…

Daily use of Internet explorer to look up Insurance data

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