Customer Service Specialist
Resume:
Alicyan Faith Jones
Dallas, TX 75287
*******@*****.***
SUMMARY OF QUALIFICATIONS
Self-motivated customer service professional with 12 years experience in the health, banking and educational customer service fields. Demonstrated ability to exceed expectations, to handle customer problems efficiently and effectively, and to work in highly stressful environments. Team player with strong data entry, sales and communication skills. Proficient in Microsoft Word, Excel, Access, Power Point, Medical Terminology, ICD-9 & ICD-10, CPT Coding, Dentrix System and 10-key.
WORK EXPERIENCE AND ACCOMPLISHMENTS
US BIOSERVICES Frisco, TX (Contract) 05/2011-08/2011
Benefits Verification/Oncology Patient Care Coordinator
Established and maintained strong customer relationships with physicians, physician offices and patients from receipt of prescription to shipment of regimen/ medication.
Contacted insurance companies to gather necessary information regarding patient’s benefits and coverage.
Promoted drug compliance, gathered pertinent and valuable information to assist in launch of newly approved FDA Medication through streamlined communication between the patient, payers, pharmacist and other healthcare related parties.
Troubleshot and resolved patient and physician issues in a timely fashion.
HEALTH SPECIAL RISK Carrollton, TX 09/2008-04/2011
CSR/Claims Specialist
Promoted from Customer Service Rep and Claims Specialist to Team Leader over eight CSR representatives after 3 months.
Exceeded call quota of 85 calls per day regularly verifying insurance coverage and benefits, pre-authorizing procedures, processing payments, updating accounts and processing insurance payments.
Consistently received Customer Satisfaction awards monthly.
SEARS HOLDING CORPORATION Tucker, GA (Contract) 08/ 2007-04/2008
HR Support Specialist
Exceeded quota of 180-200 calls per day regularly handling ethics and customer complaints.
Received two customer satisfaction awards per quarter on average.
Received perfect attendance award every quarter.
BANNER HEALTH SYSTEMS Mesa, AZ (Contract) 09/2006-07/2007
Disability Claims Specialist
Met weekly quotas for preparing files including contacting doctors and hospitals to obtain information to secure Short and Long Term Disability and Family and Medical Leave Act benefits.
Recognized by Supervisor for providing outstanding customer service and for accuracy in preparing files.
NATIONAL IMAGING ASSOCIATES Phoenix, AZ 12/2004-08/2006
Authorization Representative/CSR
Promoted after one month to Authorization Representative in recognition of providing outstanding customer service and initiative.
Recognized by Supervisor for providing seamless communications and guidance as liaison between nurses and patients.
UNIVERSITY OF PHOENIX Tempe, AZ (Contract) 12/ 2001-10/2004
Student Support Specialist
Promoted from Intake Specialist to Student Support Specialist in recognition of outstanding performance.
Exceeded expectations of handling 70-80 calls per day regarding financial aid information such as loan information, account status, and schedules.
EDUCATION
Brookhaven Community College (Associates Degree Nursing) 2011-Current
Kaplan College (Medical Office Specialist) 2009- 2010
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