Customer Support & Operations Specialist Resume
Resume:
Hello
I’m Katrina Card
Stockton, MD 21864
*****.****@*****.***
Professional Summary;
Customer-oriented professional successful at troubleshooting and handling customer support issues in a timely manner. Energetic, with strong time management skills who thrives in a fast-paced, dynamic environment. Dedicated individual who provides exceptional customer service through active listening and problem solving. Expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.
Skills
Multi-line phone operation proficiency Strong problem-solving aptitude
Skilled in call center operation Persuasive speaker
Exceptional workflow management Ability to teach/train new employees
Experience
November 2024-Current
T-Solutions Inc-Budget Analyst
I support federal government clients with the financial management of complex, multi-year contracts, often requiring specialized security clearances.
This involves monitoring, tracking, and analyzing financial data within systems like the Federal Financial Management System (FFMS), ensuring compliance with government regulations.
I obtained and have held DoD Secret Clearance throughout the entirety of my employment.
2023-November 2024
Atlantic General Hospital-Medical Receptionist
•Handle multi-line phone system
•Register patients
•Update records using Altera EMR system
•Check patients in and out
•Communicate with other healthccare providers and facilities for continuity of patient care
•Send referrals
•Facilitate communications between providers and patients for medication refills and questions about care
•Collect co-payments and outstanding balances
•Reconcile end of day accounting sheets
August 2022-April 2023
BroadPath Healthcare Solutions-Operations Supervisor
•Supervisor on two different projects-Elixir and Express Scripts
•Weekly coachings to ensure agents met specified Metrics
•Responsible for creating Behavioral Based Plans to identify and target behaviors that may cause an agent to be less successful
•Responsible for tracking Attendance, and coaching outliers to right behaviors and following the Attendance Policy
•Live monitor agents’ calls and assist when needed
•Evaluate and score recorded calls based on specific guidelines
July 29, 2021-August 2022
BroadPath HealthCare Solutions-Quality Analyst
Cross trained for two lines of business-Pharmacy Benefits Manager and Mail Order Pharmacy
Evaluate representative’s phone interactions with callers, using a set criterion for scoring
Calibrate calls with the client on a weekly basis to assure that we are in alignment
Calibrate calls with Supervisors on a rotating basis to assure that Operations and Quality are in alignment
Generate Daily and Weekly Trend Reports on a rotating basis. These Trend Reports are used to report Goals, Attainment and Trends across both lines of business for Quality and Supervisors
Audit Supervisor evaluations on a rotating basis to measure Accuracy and Variance
Audit fellow Analyst’s evaluations, also to measure Accuracy and Variance
Maintain daily and weekly attainment goals for Attendance and Productivity
Present Quality Guidelines to training classes on a rotating basis
Assisted with developing and implementing a Compass Tool training aid for both lines of business
Assist in the training of newly hired Quality Analysts
Other various duties as assigned
I was also selected to be loaned out to another project, Experian, should they have need of additional Quality Analysts for emergencies such as a breach
February 2012-October 2021
Portfolio Recovery Associates- Senior Account Executive/Trainer
●Effectively manage a high volume in-bound and outbound customer calls
● Manage customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
● Refer unresolved customer grievances to designated departments for further investigation
●Manage high call volume with tact and professionalism
●Act professionally and patiently when addressing negative customer feedback
●Met or exceeded service and quality standards every review period
●Trained part time new hires on proprietary computer system
●Taught federal and state guidelines for debt collection-FDCPA, EFTA, FCRA, TCPA
●Scored new hire collection calls using NICE reporting system
●Evaluated new hires to determine eligibility to move to collections floor or for remedial training
●Input information to ensure that employee badging was done correctly
September 2003-January 2012
Sentara HealthCare
Imaging Centers
●Scheduled Cardiac, Mammography, and Radiology procedures
●Obtained authorizations for Cardiac, Mammography and Radiology procedures
●Appealed authorization denials across multiple insurance carriers
●Researched medical newsletters to keep abreast of billing changes in the various fields
Home Health Care
●Billed Durable Medical Equipment across various insurance carriers
●Appealed denied claims across various insurance carriers
●Posted payments for Medicare, Blue Cross Blue Shield, United Healthcare and Medicaid
●Made collections calls for current and past due deductibles, copays and coinsurance, as well as self-pay accounts
Clinical Diagnostic Radiology
November 2002-June 2003
●Patient Collection Representative
●Interim Manager/Supervisor
●Served as the Lead Associate in account billing using MEDFAX
●Supervised the training of new staff in the collections group, ensuring they were well prepared to handle all situations accordingly
●Ensured patient data was up-to-date and verified patient information at every visit
●Verified patient insurance coverage and collected co-payments
●Managed patient insurance case files on appeal or financial arrangements, account reconciliations and reviewed patient accounts to identify delinquent accounts and collect amounts due
●Monitored the high call volume response between radiology, physicians, and hospitals for authorization or results
●Responded to patient queries and concerns professionally and stayed updated with information regarding insurance programs and funding resources
●Managed and supervised a team of 3 Patient Collection Representatives in the interim between managers
Associated Billing Services
September 1998-November 2002
●Assigned CPT codes to medical reports
●Posted Medicare payments
●Supervised a team of 9 Patient Account Representatives as well as 3 Satellite Patient Account Representatives
●Generated Annual Employee Reviews
●Compiled weekly productivity reports
●Worked multi-line phone system
Education
August 1992-June 1994
Commonwealth College-Associate of Applied Sciences
Medical Office Management
Medical Assisting
Awards
Graduated Summa Cum Laude
College Honorarian
I am a fast learner, and I am not afraid to ask clarifying questions in order to perform my duties over and above minimum expectations.
Contact this candidate