25 years customer service, cashier, medical transport driver, front d

Rande Rockins

Sherman, TX *****

*********@*****.***

+1-903-***-****

Professional Summary

High school diploma

Went to Grayson County college and did a year of basic college studies and one year dental assisting program. I have 2 years experience in dental assisting and also working on dental office. Far as greeting guests and going over their charts and calling them from the waiting room to the chair, consultations, etc. I would sometimes answer phones if someone needed a break or help check someone in. I also have over 25 years experience in customer service. I love working with people and helping customer in any way I can and I love going up and beyond my job duties to resolve any issues a customer may have or helping a customer to receive the best customer service skills possible. I have experience in healthcare and health insurance regarding benefits and rx insurance; housekeeping or environmental services either in a hospital setting or commercial building; call center environment either in person or remote; also experience as a wheelchair Van driver transporting patients from hospital to other locations or home and also Van driver transporting the elderly or handicap in my community; experience as a cashier as well, and in the food service industry. I love helping people in anyway I can and I’m a very hard worker and love going up and beyond my job skills to help a customer. I also have experience as a cashier. I have experience working in an elementary school as cafeteria worker/cook and advising supervisor what food needed to be ordered and then unloading the truck and putting supplies up. Following recipes and cooking them. Authorized to work in the US for any employer

Work Experience

CSR - Customer Service Representative (Remote)

Careington International-Frisco, TX

October 2023 to Present

CSR agent remote answering inbound calls for dental insurances. Plans include MetLife, Cigna DVH, Surebridge, Healthmarker plans. Handles inbound calls regarding mbr’s billing for their premium payments for MetLife, updated payment methods, send Waiver forms for any Waiting periods, requested group code changes, request refunds, advised mbrs any information regarding their premium payments, updated mbr’s mailing address and phone number and email address; sent forms or proof of payment letters to mbr’s mailing address and email; requested cancellations of mbr’s account and advised mbr’s of proper procedures and proper time limits to receive receive or process requests. Go over mbr’s detailed benefits, claims that are processed and questions regarding their claims. Look for Dental Providers that are In-network with the plan and sent list to mbr via email or mail, and also would research if provider is In-network or Out of Network.

Also took inbound calls from dental providers to verify eligibility and benefits of mbr’s plan and give benefit breakdown of mbr’s dental plan, check to see if provider is In-Network or Out-of Network; check status of dental claims with provider office; request claim to be resubmitted if necessary, check to see if procedure codes were covered or not and frequency of codes, advise if payment to provider was sent to provider or mbr and verify the information of payment that was sent from our claims system. Did any training or upskill training when needed to take variety of calls that Careington handled. Every call followed authenticating every account and followed proper procedures for HIPPA, and made sure to leave detailed call notes on every call and met any metrics we had to meet each month at Careington.

Driver

Clyde W Cosper Texas State Veterans Home-Bonham, TX September 2022 to Present

Transport veterans that reside in state nursing home and transport them to their doctor appointments or to the VA in Bonham or Dallas. Also have to take patient to ER if needed and sit with patient until they are released to go home or admitted into hospital, unless family shows up and is willing to take over responsibility for patient. Travel to surrounding areas near bonham, and no further than Dallas. I also stock the hall closets for the nurses when we have downtime with supplies. I work 40 + hours if needed. Day isn’t complete unless transports are completed. And if we have an unexpected transport, then we have to take the patient and bring back to facility if needed. Must complete weekly vehicle inspection on our buses and vans. And fill up vehicle with gas card and get receipt and turn into supervisor. EVS Housekeeping

Baylor Scott & White Surgical Hospital-Sherman, TX November 2021 to June 2022

I cleaned patient rooms, and did terminal clean of patient rooms and Emergency Dept. I cleaned the lab area and any Dept. That was assigned to me. I would stock my cart before going onto floor and used the various chemicals. I would dispose of proper biohazard bags and boxes to the correct area and replace the sharps containers when they would be full in the patient rooms, ER, and Nurses station and lab. I would clean the public bathrooms and employee bathrooms as well. I would also help my coworkers if they needed help in their departments as well. I would have to do infection control modules and biohazard modules. Any kind of training modules that were required for our specific job dept. I would also speak to the patients and see if they would need anything like water or blankets etc. i would have to fill linen in the patient hallway for the nurses and also in the ER Dept. And make sure toilet paper, hand sanitizer, hand soap, paper towels, toilet seat covers were always full so they would never be out of anything. Customer Service Representative

Burnett Specialists/ 24/7ai.com-Dallas, TX

February 2021 to August 2021

I’m a customer service rep. For Mobility and Sales for AT&T customers. I answer any questions they have regarding their bill, or making any payments or payment arrangements. I go over their data plan and if they are due for upgrade of new phone. Also do bill adjustments, create case if needed to escalate an issue. And if I can’t help the customer then I go above and beyond my job by finding the correct Dept. That will help the customer instead of just cold transferring and I always leave call track notes in every customer account after every call.I love the customer service part of the job... I love having a customer who has an issue or problem and solving it for them and going above and beyond my job skills to help the customer. I care about customers and try to put myself in their shoes and relate. EVS Housekeeping

TEXOMA MEDICAL CENTER-Denison, TX

January 2020 to July 2020

I would clean bathrooms, patient rooms, swifter mop the floors, dust mop and or sweep floors. I would follow safety protocols and wear my PPE to do my job in safe manner. After cleaning and sanitizing patient rooms, would make beds as well for next patients. I also cleaned radiology Dept. Empty trashes and wipe anything done or refill toilet paper or paper towels as needing. Dust rooms as well. Handled any biohazard bags wearing my PPE and disposed properly separate from regular trash as well. Customer Service Advocate for Pharmacy Benefit Manager ; that was contracted through BCBS Health Insurance

Dialog Direct-Denison, TX

September 2014 to January 2017

Customer service rep for prime therapeutics, whom was contracted through BCBS Health Insurance as the Pharmacy Benefit Manager. I would go over mbr's rx benefits with them, run price quotes, go over mbr's deductible, oop, go over rx claims if mbr had issues filling meds at retail pharmacy, ran test claims to see when rx is due to fill next. Checked if prior auth. For meds. Were approved and if not then would give mbrs next steps to take at that point. Prime Therapeutics was also a mail order pharmacy, i would place refill req for meds that were available to refill, go over meds that were available to fill if mbr did not know they were, process payments. Locate when mbrs meds would be delivered, and if not yet received look on website tracking system to see where order was. If lost sent to different dept to handle replacing meds.

I did everything i could to help my members get their medicine or provide them with the best customer service I could give them.

Driver

Transdev or Taps-Sherman, TX

July 2013 to October 2013

I would pick up customers and take them where they requested to be dropped off at. Customers would have to call the customer service number and request pick up for the next day, could not request pick up same day customer is calling to request pick up. I would come in to my shift and would be given a tablet, which was used to receive the customer’s name and address of where they needed to be picked up and also the Info of where the customer would like to be dropped off at with address. And then once I got to the pick up destination I would select that I was there and then select heading to cx’s destination. And then go to next transport. And I would stay within Sherman area. Every once in awhile I would be requested to maybe go to Gainesville to pick up one or two people to help other drivers if they were short handed in that area. I would work basically anywhere from 7-9 hour shift at the most daily. No weekends. And didn’t have to drive if weather was bad like snow or Ice. Wheelchair Van Driver

Allegiance Ambulance-Sherman, TX

June 2012 to May 2013

I would drive the wheelchair accessible van and pick up patients that were wheelchair bound or patients that could walk from hospitals and transport them to rehab facilities or home. I would also pick up patients from behavioral health center and have to take them home or to other facilities around Sherman, Tx area or up to 3 hours away. The farthest I ever had to drive was Longview, TX to take some patients home. I would work 12 hour shift and when came on shift would grab a walkie and whenever I would receive a dispatch to pick up patient then I would have to go wherever the location was and then drop off patient. I was allowed to use my cell phone for my navigation use. And if I had to call dispatch I would be required to pull over and then reach out. Sometimes I would have to work at different locations for Allegiance, depending on how short handed the location would be or how busy they would be. Most of the time I would work at Sherman and Dallas Location. I was required to check van before departure and also required to fuel up when needed and keep receipt and turn in at the end of every shift. Education

Took basics for one year, then selected dental asst. Got my certificate in 2008 and decided it wasnt for me. Then took pharmacy tech. Course for 6 wks in 2012 got my pharmacy tech trainee liscence but expired in 2014 (Dental asst. Cert. And pharmacy tech 6 wks course, just need to take test for certification but need hands on in pharmacy setting)

Grayson County College-Denison, TX

August 2006 to May 2008

General Studies (High school diploma)

S&S High School-Sadler, TX

Some

Some college and trade school certificate

Skills

• Writing skills

• Inventory control

• Childcare

• GPS

• Driving experience on interstate highways

• Computer operation

• Automotive tire change

• Grammar Experience

• Databases

• Vehicle cleanliness maintenance

• Bus driving

• Sanitation

• Custodial experience

• Data entry

• Attention to detail

• Phone inquiries

• Paratransit

• Dental Assisting

• Documentation review

• Store opening procedures

• POS systems

• Payment card processing

• Retail inventory assessment procedures

• State healthcare regulations

• 10 key typing

• Order inquiry handling

• POS

• Analysis skills

• Industrial equipment

• Assembly

• Restaurant experience

• Stocking

• Delivery driving - Delivery driving experience (3-5 years)

• City street navigation

• Laundry

• Supervising experience

• Merchandising display arrangement

• Convenience store experience

• Balancing cash drawers

• Computer literacy

• Making change

• Medical records

• Patient interaction

• Report writing

• Housekeeping

• Microsoft Office

• Dental receptionist

• Janitorial experience

• Food preparation

• Cash handling machinery

• Residential cleaning

• Cargo van operation

• Automotive fluid level checks

• GPS navigation

• Maintaining patient confidentiality

• Driving experience in industrial areas

• Cleaning

• Delivery driver experience

• Upselling

• Driver communication tools

• Organizational skills

• Clear verbal communication

• Refund processing

• Clerical experience

• Manual handling

• Automotive brake inspection

• Customer Care

• Phone etiquette

• Improving customer support response time - Customer support response time improved (More than 30%)

• Filing

• Windows

• Microsoft Excel

• Van driving

• Medical transportation experience

• Automotive tire pressure checks

• Managing customer accounts

• HIPAA

• First aid

• Microsoft Teams

• Billing issue inquiries

• Microsoft Outlook

• Driving in adverse weather conditions

• Health information management

• Communication skills

• Driving

• Store closing procedures

• Customer service

• Call Center

• Medical receptionist

• Pharmacy mail order

• Medical Imaging

• Pharmacy clerk

• Retail customer service procedures

• Alternative route navigation

• Food industry

• Ethernet

• CSR

• Greeting customers

• Highway driving

• Phone communication

• Medical insurance coverage verification

• Cash handling

• Office experience

• Chairside Assisting

• OSHA

• Knowledge of medical insurance benefits and rx insurance

• Patient service

• Cooking

• Providing product information

• Van driver

• Kitchen experience

• Conflict management

• Computer hardware

• Order processing

• Account management

• Customer support experience within healthcare industry

• Detailing

• Word processing

• Individual consumer customer service

• Commercial cleaning

• Customer support

• Driving experience in construction zones

• Food Service

• Infection Control Training

• Cross-functional customer service initiatives

• Travel time estimation

• Patient care

• Climbing

• Pickup truck operation

• Adobe Acrobat

• Route driving

• Front desk

• Continuous improvement

• Night driving

• Math

• Microsoft Word

• Vehicle issue reporting

• Call center agent experience

• Automotive fueling

• Retail sales - Retail sales experience (3-5 years)

• Hospitality

• Microsoft Powerpoint

• Productivity software

• Authentication

• Achieving HIPAA compliance

• Environmental Services

• Phone customer support

• Customer issue escalation

• I have about 20+ years in Great Customer Service skills from different opportunities of employment. I have worked as a Pharmacy Benefit Manager for BCBS, Transport Van driver, Cashier, Food Service Industry, some experience in Dental Assisting, taking X-Ray Pictures of dental teeth, some skills as a receptionist in a dental office, sterilizing surgical dental tools. Supervisor for night shift at Pizza Hut for 2 years. I have Basic computer skills, experience in Microsoft Word, Excel, and other software, skills in faxing papers or documents, Making Copies, Answering phone calls like office setting or receptionist. I have skills in data entry as well, skills in mail order pharmacy, filling the pt. Rx requests, and taking payments. I can read RX Healthcare benefits and be able to explain to a patient their benefits as well. I type pretty good, don’t know my exact wpm. I love customer service, because I love helping people in any way I can. And I love finding a resolution to their problems, if they have one.

• Live chat

• Safe work practices

• Knowledge about Dental Insurnaces

• Grocery store

• Food safety management

• Dishwashing

• Supermarket experience

• Experience with children

• CPR

• Driving experience in rural areas

• Retail price checking

• Driving experience in city centers

• Client rapport building

• Mobile devices

• Heavy lifting

• Culinary experience

• Dentrix

• Minivan driving

• Loyalty programs

• Customer inquiry handling

• SUV driving

• Phone call management

• Customer complaint resolution

• English

• Warehouse experience

• Retail math

• Time management

• Depositing cash

• Retail compliance procedures

• Record keeping

• Administrative experience

• Maintaining an organized workspace

• Dental terminology

• DOT (Department of Transportation) regulations

• Typing

• Medical terminology

Certifications and Licenses

Class C driver license

Dental Assistant Certificate

May 2010 to June 2012

I tried being a Dental Assistant, and did not have a good experience with my first job Took a 6wk. Course at Grayson County College for Pharmacy Tech. Passed the class and got Pharmacy Tech Trainee Cert. But it expired in June 2014 and can not be renewed

(Was not informed cert. Could not be renewed until I took state test, and I need more experience before I take the state test.)

BLS Certification

CPR Certification

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