Administrative Call Center Leadership Specialist
Resume:
Michele Stephens
San Antonio, TX *****
OBJECTIVE: To secure a leadership position in the administrative field with the opportunity for advancement
Employment History :
QTC Medical Management
12/27/21-present
Mediation and problem solving for clients.
Working in a call center setting up medical appointments for veterans, setting up transportation, canceling appointments.
Issuing mileage checks for rides to appointments and setting up hotel stays. Fax clinical information to medical clinics in a timely manner. J P Morgan Chase CCB Specialist
4/18/21-8/13/21
Focus on mediation and problem solving for clients. Research, investigate and gather relevant information . Show empathy to clients, Build a relationship with clients with listening skills. Able to communicate with clients in a metrics driven environment. Navigate multiple technologies. Take ownership of each call and knowing when to escalate the call to team leads. Have the ability to work independently and in a team environment. Think critically and exercise independent judgment.
Wells Fargo (temp)
10/12/20-12/31/20
. Updating information from the Tax Assessor office Stuffing and Mailing out envelopes
Sorting and Filing checks
Anthem - Outreach Case Specialist
July 2014- November 2019
HIGHLIGHTS OF QUALIFICATIONS
Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
Responding efficiently and accurately to callers, in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed. Developing a lasting relationship with the member by efficiently and accurately to callers, in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
Utilizing software databases scripts and tools appropriately Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
Adhering to all company policies and procedures
City of San Antonio Administrative Associate
May 1996-February 2014 (WIC)
HIGHLIGHTS OF QUALIFICATIONS
Teach Nutritional Education Classes
Checks members in at front desk in a timely manner Community Outreach
Customer Service
Check and Counsels for eligibility
Files
Refer clients to other social service programs
Assist in lab performing height weight and hematocrit collect and prepare testing samples
Follow all HIPPA regulations
Create members folders
Conduct and document prescreening for members
Processes requests for medical records release and maintains appropriate logs, etc. Ability to interpret and apply Federal State and local policies procedures and regulations Ability to communicate clearly and effectively, both verbally and in writing; Ability to establish and maintain an effective working relationship with co-workers, Management, and the general public
Supervise and train assigned staff
Assists patient with intake processes including copying required documents Manages medical records (maintains, files/scans, prepares for schedule) Ensures all correspondence is scanned and/or filed in timely manner Documents all calls in data base and members records Knowledge of administrative and management practices Analyze problems, identify alternative solutions
Establish and maintain an effective working relationship with co-workers, management, and the general public
COMPUTER SKILLS
Over 10 years of data entry experience
Experience with software such as : MS Word, MS EXCEL and POWERPOINT Care Compass CLEARANCE Top Secret/SBI
EDUCATION.
University of Phoenix May 2007-September 2009
Major : Business Management
San Antonio, TX Degree; Bachelors
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