Customer Service Representative
Resume:
STEPHEN M. LEE
*** ******* ******, **, ***.****, Atlanta,Ga 30312
*********@*****.***
Summary
Enthusiastic self-starter with a proven record of success handling increasing levels of responsibility. Poised and professional with the ability to interface with all levels of management and support staff. Customer driven, analytical, detailed oriented, proven problem-solving skills. Ability to balance a variety of tasks while utilizing my interpersonal skills, organizational skills and infectious enthusiasm. Detailed oriented, articulate and an energetic team player who thrives in fast-paced environment; able to handle multiple tasks simultaneously.
Professional Experience
Grady Memorial Hospital 12/2008- present
Scheduling Representative
• Answers incoming calls from patients, providers, etc. in a courteous and timely manner.
• Schedules patients according to clinic protocols.
• Assists with insurance verification, authorizations and patient pre-registration as needed.
• Verifies and updates patient information within Epic system
• Vascular surgery scheduling
• Radiology scheduling
• Breast clinic scheduling
Kaiser Permanente c/o Staffing Resources 4/2008-8/2008
Customer Service Representative
• Verify medical benefit for Physicians and Kaiser Permanente members
• Input claims information for team members
• Receive Calls in a call center environment within a fast pace manner
• Maintain HIPPA confidentiality and OSHA regulations
• Record and troubleshoot member complaints and inquiries
Allied Barton Security Services, Atlanta GA 3/2008-5/2008
Shift Supervisor
• Management of security officers and support staff, responsible for protective services of contracted sites
• Monitor of premises security systems
• Prevention of trespassers and suspicious activities
• Verify legitimate usage of security clearance
• Concierge for resident living
Bank of America, Atlanta GA. 4/2005-9/2007
Fraud Analyst - Risk Operations
• Identifies and reviews accounts for the prevention and detection of debit card Fraud, Transaction Fraud and Identity Theft.
• Responsible for completing complex research and analysis of account activity to assess levels of risk and fraud types in a call center environment.
• Perform corrective action through customer phone contact to verify legitimate usage and provides review and analysis of risky or exception conditions.
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Identifies and reviews accounts for the prevention and detection of debit card Fraud, Transaction Fraud and Identity Theft.
• Responsible for completing complex research and analysis of account activity to assess levels of risk and fraud types in a call center environment.
• Perform corrective action through customer phone contact to verify legitimate usage and provides review and analysis of risky or exception conditions.
Bank of America,Atlanta,Ga
Operations Representative 4/2005-9/2006
• Provide customer service while supervising a minimum of twenty employees, managed customer relations.
• Performed tax auditing and quality review of IRS payment statements Retrieve confidential documents for auditors, review-incoming checks.
• Provide customer service; supervise a minimum of twenty employees, managed customer relations Bookkeeping functions.
Hughes Spalding Children’s Hospital, Atlanta GA.
Health Information Technician/ Patient Access Rep 12/2000 – 3/2003
• Assist Physicians with patients, confirmed & scheduled appointments registered all patients upon arrival, informed patients of procedure upon office visits.
• File and maintain medical records and records data, ensuring proper identification, routing and confidentiality.
• Obtained coverage and benefit information on all new patients by calling respective insurance carrier, identify referrals and/or authorizations needed for procedures Maintain HIPPA confidentiality and OSHA regulations.
• Assist Physicians with patients, confirmed & scheduled appointments
Kaiser Permanente, Atlanta, GA 5/1998 –12/2000
Specialty Scheduler/ Customer Service Coordinator
• Scheduled patient follow-up with doctors for procedures in the Gastroenterology department Handled correspondence and maintained files, coordinated travel arrangements
• Performed daily--data entry, answering phones, typing, filing and extensive customer service
• Manage a multi-line phone system and set up new patient files, troubleshoot patient calls, resolved customer complaints and inquiries
Education and Training
Goodwill Industries of Atlanta- Business Services Training
Suntrust Service Corporation- Certificate of Completion of Lotus
Grady Health System-Epic Systems Training Co
Completion of Epic Training
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