Customer Service Manager

Resume

Cheryl A Palmer

Snellville, GA *****

Contact Phone: 716-***-****

E-mail Address: ********@*****.***

EXPERIENCE:

Client Service Coordinator Present

Banfield Hospital, 3630 Peachtree Pkwy, Suwannee, GA 30024

Enter medical notes and treatment notes into PetWare Medical Records in a timely and accurate manner. Perform medical and euthanasia consultations with clients. Assist in maintaining inventory of all pharmaceuticals, equipment and supplies. Maintain drug logs in accordance with state and federal laws. Assist with client and staff education. Recruite new clients by promoting hospital services. Welcoming clients and Pets and escort them to exam room. Ensuring that clients are comfortable in the hospital and educating them about their Pet's health. Educate clients about Optimum Wellness Plans, preventative care, Pet health needs and hospital services .Assist incoming clients by completing the required documentation, entering all Pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service. Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments. Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures. Answer the phones and conduct administrative functions as necessary

Chiropractor Assistant/Office Administrator (Internship Program) 02-11- 9-11

Ch’I Chiropractic Wellness Center, 1954 Airport Road, Atlanta, Georgia 30341

Dr. Crystal D Brown D.C., CEO

Front desk chiropractic assistant manager and Chiropractic billing. Participate in social networking events and health fairs. Answer phones and documented messages. Scheduling, canceling and rescheduling patient appointments. Greet patients and escort them to exam room. Checking-in patients and documented registration. Collections of co-pays from patient and authorization on credit cards. Entered charges, payments, medical notes and billing into Office Ally computer system. Manage patient flow, Prepare and maintain charts for new and existing patients. Administrative Assistant for doctor and patient education. Coordinates and performs verification of insurance benefits by contacting insurance provider and determining eligibility of coverage. Verify and update patient’s insurance benefits and assist the team in obtaining authorizations. Generate CAQH applications, copying and faxing and other office duties as needed.

Special Customer Service Health Insurance Specialist 04-87 - 08-08

Blue Cross- Blue Shield of WN Y, 256 West Genesee Street, Buffalo, New York 14202

Tammy Doctor, Manager

Respond to incoming and outbound calls in a call center environment. Documentation of customer concerns, problems and resolutions. Handle executive and priority correspondence by researching the issues involved and preparing a response. Preformed real time claims adjudication. Introduced new products to participants, vendors and providers. Assisted customers with questions to ensure quality customer service. Escalated any fraud issues to the department manager or investigative unit. Prepared appeals and reconciliation documents for customer disputes. Quoted contract benefits, enrollment eligibility, insurance verification to providers, customers, group representative and insurance carries. Performed non-group enrollment activities and assisted in new membership solicitation. Participated in ongoing training, assisted in training of new hires, and ensured thorough training for Staff in the areas of procedures and policies.

QUALIFICATIONS:

*Prepare Grievance case file *Research, investigate and resolve member complaints & grievances.

*knowledge of medical terminology * Knowledge of HIPAA regulations

*Insurance Verification *Coaching and Training *Claims Adjudication * DME

*knowledge of Managed Care, PPO, Tradition, Federal Employee Program and Blue Card plans

*Extensive knowledge of ICD 9 CM, CPT-4, Revenue Codes, HCPCS & Diagnose codes

*Knowledge of Referrals, authorizations, treatment plans &, pre-certifications

*CAQH Credentialing *Administration and Clerical experience *Data Entry

*Customer Service Experience *Supervisory Experience

EDUCATION:

Kensington High School, Science Diploma

Sawyer Business School, Associates Degree

Radiology Safety Training , Certificate

PERFORMANCE AWARDS and RECOGNITIONS:

Star Team Player Award *Concierge Customer Service Award*BlueCross & Blue Shield volunteer Board of Directors Award*Certificate of Achievement Award*The Lydia T Wright School of Excellence Award*Total Quality Management Tools & Processes Award

COMMUNITY SERVICE / COMPUTER SKILLS and APPLICATIONS

Lydia T Wright School of Excellence (Tutoring) - Susan B. Komen (Breast Cancer Foundation)

Walk for Community-American Heart Association-March of Dimes-Catholic Charities

Microsoft Word - Power Point – Lotus- Outlook- Facets - FEP Direct - Blue Link- Office Ally- Windows XP, Vista & 7

Contact this candidate