Customer Service Quality Assurance
Resume:
Maryland Flax
************@*****.***
OBJECTIVE
To become an essential part of a professional organization that will provide career development and growth with a strong desire to learn. I am a self starter that is detail oriented as well as a team player and posses a CAN DO attitude!
Summary of Qualifications
• Certified Nurse Assistant (CNA)
• Team Leadership, Mentoring, New Hire, Staff Training and Development
• Resource, Business, Organizational, & Strategic Planning
• Proficient in Microsoft Suite, GEM Systems, STAR Navigation, Lotus Notes, Peachtree, Novell, DMS, PeopleSoft, Varian, SQL, Intergy and Epic, EMR, SharePoint, NEXTGEN/Health
EXPERIENCE:
Just Energy, Houston, Texas
Customer Service Representative 05/2010 - current
Responsibilities include identifying customer needs and providing the best solution to resolve concerns. Increases sales through outbound dialer working with Avaya phone systems and retains business through inbound inquiry calls. Work with TDSP, Operations, and Other Service Providers.
Adheres to call quality standards while assisting customers with inbound
inquiries and/or completion of outbound sales calls to prospective and existing
customers.
Identify and analyzes customer needs in a time effective manner
Utilize various databases to access customer information ensuring all interactions with
customers are accurately documented.
Identify and escalates potential risks and trends in customer interactions.
Adhering to Quality Assurance standards for every customer interaction.
Take escalated calls, train employees one on one, encourage growth and potential
Monitor calls and grade calls for quality efficient
St. Luke’s Hosp /Outpatient Clinic -5yrs Radiation Oncology February 1999-April 2009
Front Office/Patient Care Coordinator
Created medical records, register patients, prepared charts
Release of Information, Medical Records; knowledge of release of info standards, policies, procedures, and HIPPA Regulations and to complete work in compliance of these and other standards
Scanned Charts, daily work and Medical Records
Roomed patients, documenting vitals & history
Determined guarantor financial obligation, transcribing of physician orders
Research appropriate medical terminology, ICD 9, or CPT codes for appropriate charges rendered by physician
Preparation of consents and updated accounts and medical collections
Scheduling appointments for patients and physicians including meetings, consultations and follow-ups
Maintain and handled revenue, reports and statistics
Retrieved patients X-rays, along with implementing loss prevention
Checked patients in and out securing patient’s confidentiality
Verified insurance ,coverage, co-pays, and deductibles
Monitored accounts, maintained appropriate levels for billing
Properly coded invoices for clinic visits and for hospital billing
Call in prescription and follow through with prescription refills
Worked in ICU as a CNA assisting patients with activities of daily living
MFLAX CONT.
Key Strengths
OR Scheduling/Physician & Patient Scheduling Orthopedic Radiation Oncology
Admitting/ Inpat/Out pat/Clinic ICU Cardiac/General
Med Surg
OB/GYN Phlebotomy/Certified Nurse Asst. Radiology/Infusion
EDUCATION:
Spencer Real Estate School, Houston, Texas October 2009
Real Estate License
University of Phoenix, Houston, Texas August 2002-June 2003
Bachelor Degree of Science in Business/ Management /
Houston Community College, Houston, Texas August 2000
Associate of Arts
New Deminitions Training Academy June 1996
Home Health, CPR, Phlebotomy, Certified Nursing Assistant
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