Remote Call Center Customer Service Representative

VALERIE W. RANDOLPH

Washington, DC ***** 202-***-**** ************@*****.***

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OVERVIEW Innovative Patient Care – Case Manager - Customer Experience Manager with 13 years of providing service to clients enrolled in DC Medicaid. ACCOMPLISHMENTS Volunteered every Saturday providing care to teenage mothers showing how to care for a baby, what the baby needs are what parenting programs that are available to assist with being a new mother. Presented an award for outstanding care and consideration for these young mothers.

SKILLS • Exceptional communication • Reporting and analytics

• Documentation management • Customer service expertise WORK HISTORY ENROLLMENT SPECIALIST – CALL CENTER – 02/2004 to CURRENT CUSTOMER SERVICE – REMOTE

DC Recovery Alliance – You Count, LLC Washington, DC Our company is contracted with DC and Federal government providing case management and life skill, and job training. Providing customer experience, registration. Our patients are enrolled 98% in DC Medicaid. Serving the underserved in Wards 7 & 8. We provide case management, supported employment, education obtaining GED. Working at the medical center, work at the check-in front desk for doctor's appointment.

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Call-Center - Answering in-coming calls from a membership of 200,000 member in the Washington, DC area. When talking to the member, I am making doctor appointments, or taking a message from the patient to be directed to their doctor.

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The medical center also transfers paper medical records, that I scan and create electronic medical records. When the client needs to renew their Medicaid, I take all pertinent information for renewal.

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Providing case management support, I give clients a homeless indicator exam. This exam gives indicators of chronic homelessness. The assessment is Vi-Spdat the results are directed to Virginia Williams, family Resource Center to locate stable and permanent housing.

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• Office Equipment

Credible – The Case Management System used for clients in the DC and Federal Government

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Wits-Web - client information, emergency contact, resume writing, jobs applied.

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V W

• Call – Center

• Data entry

• Electronic Medical Records

EDUCATION Bachelor of Arts Hospitality & Tourism 05/1978 Wilma Boyd College, Pittsburgh, PA

Trained in Dispute Resolution

CERTIFICATIONS Certified Recovery Coach providing case management to community medical centers. These patients are enrolled in Medicaid this is a service that the medical center provides to all patients.

VOLUNTEER WORK Volunteer at the United States Capitol providing Customer Service.

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