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Skills

  • Sales expertise
  • Staff education and training
  • Advanced product knowledge
  • Stock management
  • Recordkeeping strengths
  • Effective verbal and written communication
  • Eligibility verification for insurance providers
  • Credit card processing
  • Training development aptitude
  • Multi-line phone talent

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Provided ongoing guest service, which included Salesforce recommendations.
  • Kept up to date on product and service changes.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.

Summaries

  • QuickBooks and initiative techniques have been taught to me.
  • Provider Customer Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • ServiceNow expert with experience in strategic planning services.
  • Under duress, personable and professional.
  • Service-oriented team player with a track record of providing high-quality support in the Law Enforcement and Security for 13 years.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Bring extensive high-call volume experience working with initiative consumers spanning 7 years.
  • Fluent in German. Personable and professional communicator.

Accomplishments

  • Assisted over 14 providers through high-stakes policy changes, ensuring all inquiries were addressed in compliance with updated guidelines.
  • Documented and resolved program which led to category.
  • Partnered with various internal departments resulting in a 52% improvement in multi-step claims processing timelines.
  • Played a pivotal role in a 6-member team responsible for resolving a backlog of claims valued at $135,000, improving turnaround time by 63%.
  • Facilitated cross-functional team coordination between claims, billing, and service departments, reducing interdepartmental delays by 15%.
  • Enhanced compliance adherence by integrating Workday solutions, resulting in a 22% boost in regulatory compliance audits.
  • Delivered Tier-10 support to over 11 medical providers, resolving escalations and ensuring compliance with healthcare industry regulations.
  • Utilized robust analytical skills to identify systemic errors in claim submissions, reducing claim rejections by 72% over several months.
  • Collaborated with the billing and finance teams to clear outstanding billing issues within a significantly reduced timeline of several months.
  • Streamlined complaint resolution process by identifying root causes, driving a 23% improvement in customer satisfaction within one year.

Affiliations

  • National Association for Healthcare Access Management (NAHAM)
  • Association for Computing Machinery
  • Customer Service Professionals Network (CSPN)
  • Society of Human Resource Management
  • American Association of Healthcare Administrative Management (AAHAM)
  • Affiliate Organization of Customer Service Managers (Arizona Chapter)
  • National Association of Social Workers
  • American Medical Informatics Association
  • Rotary International
  • Member, process Customer Experience Advisory Council

Certifications

  • Certified Professional Coder (CPC) – 2024, Beacon Labs (e.g., AAPC)
  • Certified Customer Service Professional (CCSP), 2020, Beacon Labs
  • Call Center Operations Manager Certification – 2017, Vantage
  • CompTIA Network+
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • Certified Patient Service Specialist (CPSS) – 2020, Northwind
  • Salesforce
  • Certified Contact Center Supervisor (CCCS) – 2019, Cedar Works
  • SHRM Certified Professional (SHRM-CP)

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