Customer Service Medical
Resume:
SATIRE M. WILLIAMS
Apt. *B
Smyrna, GA 30080
**************@*****.***
SUMMARY OF QUALIFICATIONS
• Dynamic Customer Service Professional with 13 years experience in Helpdesk, data services and medical service provider field, managing customer accounts, benefits, and contractual agreements
• Highly adept in contractual relationships with Hospitals, Physicians, and Ancillary Providers
• Well versed with CCO, EPO, SHBP/BOR, PPO, POS, Indemnity, PHO and other medical products
• Accomplished in recruiting and retaining clients
• Dedicated to escalation and follow up on unresolved issues
• 1st Level Technical Support
• Inbound and Outbound customer support, email, and live chat support
• Results-driven communicator who has the ability to present highly complicated information to a wide array of users
• Technically savvy in assisting clients with product implementation.
• Proven problem solver between administrative applications and customer interface involving website processes, including diagnosis and resolution of routine customer inquiries
EXPERIENCE
April 2010-December 2010 (Insight Global) LexisNexis
CSR/Technical Support Analyst
Alpharetta, GA
Resetting passwords.
Unlocking Customer Accounts.
Provided 1st level support for staff and customers.
Track every support contact to ensure appropriate reporting of all issues within CRM System.
Provide step-by-step support for Proprietary software.
Provide email support and live chat support.
Interpret background checks and MVR Reports.
Escalate unresolved issues to 2nd level support and report critical issues to Management.
Support customers with entering I-9 and E-Verify for authorizing employment.
Assisting customers with adding users and services to accounts.
Assisting customer with determining which pre-employment screens best suit their needs.
Assisted customers with adding trusted sites, as well as ensuring users computers adhere to the proper settings.
Experience with Citrix.
Experience with remote hosting.
Satire Williams Page 2
2008 – 2010 Edgenet/Big Hammer
Data Services Specialist
Atlanta, GA
Maintained and managed assigned customer accounts ensuring reliable information for future follow up.
Provide extensive inbound and outbound calls to existing and new clients.
Assisted customers with new applications, customer service, and data processing related issues.
Liaison between vendors, such as Black and Decker, 3M, Lowe’s, Home Depot, Auto Zone, and Better Homes and Gardens to ensure accurate customer data and interaction.
Extensive use of CRM System.
Follow all established processes and record all client interaction within CRM system.
Computerized weekly Reports of data collection, and maintenance.
Assisted customers in processing data through the application, answering application questions, resolving issues and escalating requests/issues through the proper channels within the organization.
Provided training of Customer staff via WebEx and/or onsite training.
2005 – 2008 1st Medical Network
Contracting Representative
Atlanta, GA
Negotiated Contracted rates, including Redlining.
Developed contractual relationships with Hospitals, Physicians, and Ancillary Providers.
Recruited, audited, and maintained database of Service Providers.
Coordinated communication of contract information with internal and external entities including the Internal Provider Relations Representatives.
Liaison with Service Providers, including PHO’s, and worked with the Relations Department to assist with contractual agreement.
Develop analytical tools to assist in evaluating the performance of 1st Medical Network managed care and contractual agreements.
Contributed health benefits information to Quarterly to the Organization’s Newsletter.
2000 – 2005 1st Medical Network
Provider Relations Representative
Atlanta, GA
Responsible for all services to Health Providers, Payors, and Members regarding benefits and network questions.
Responsible for ensuring Provider compliance for contractual requirements pursuant to network guidelines.
Coordination of recruitment processing for new Provider application requests.
Review and processing of CCO nomination packet requests and monthly preparation of CCO nomination Reports.
Liaison for SHBP/BOR CCO nomination requests thru BC/BS communication logs.
Assist with Provider education sessions as needed.
Assist Special Providers with related Quality Improvement Programs.
Assist Contracting Department with special Contract initiatives.
Satire Williams Page 3
2006 ¬-2008 Ross Dress For Less
Front End Supervisor, PT
Smyrna, GA
Customer Service.
Cashier.
Greeting Customers.
Cash Office.
Sizing.
Dressing Room processing.
1999 - 2000 (ASSURED STAFFING) UnitedHealth Group
Customer Service Associate
Atlanta, GA
Responsible for handling telephonic inquiries from policyholders, Providers and benefit administration. For strategic (5,000+ members), and middle market accounts (< 5,000 members).
Granted comprehensive knowledge of ICD-9, CPT4, UB92, HCFA 1500 forms and medical terminology.
Well versed in multiple product offerings such as EPO, PPO, POS and indemnity and Medicare benefits for fully insured and ASO business.
1997 - 1999 Midtown Hospital
Counselor
Atlanta, GA
Responsible for outpatient counseling to patients and family members.
Dispensed medications.
Managed daily Reports.
Responsible for in service training for new employees.
EDUCATION
Iowa State University 1990-1992
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