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Skills

  • Report preparation
  • Credit card processing
  • Service standard compliance
  • Retail materials management
  • Stock management
  • Handling confidential and sensitive healthcare data
  • Data entry accuracy and management
  • Warehousing functions
  • First-contact resolution techniques
  • Recordkeeping strengths

Work Experiences

  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Provided ongoing guest service, which included Salesforce recommendations.
  • Taught new employees about the company's operations, policies, and services.
  • Averaged 9 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Handled over 3 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Welcomed, greeted, and assisted customers, generating $11 in one year revenue in a high-traffic store.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Quickly investigated and resolved customer complaints and inquiries.

Summaries

  • Within Miscellaneous, senior Medicare Customer Service Representative and outstanding performer in client relations and project management.
  • Hardworking Medicare Customer Service Representative with 11 years of telecommuting experience meeting customer needs.
  • Very knowledgeable about QuickBooks, as well as system competitors and offerings.
  • Clear understanding of stakeholder engagement and strategic planning as well as budget management training.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Strengths in quality assurance and performance reporting backed up by Miscellaneous training.
  • Dedicated to exceeding expectations and leading the team to success.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Dedicated to meeting and exceeding standard objectives through effective communication and system abilities.

Accomplishments

  • Resolved Medicare beneficiary inquiries with a 45% first-call resolution rate, improving customer satisfaction and reducing call volume.
  • Coordinated with team members to address Medicare related policy concerns, resolving 16 issues prior to monthly audit cycles.
  • Developed a streamlined communication method for handling Medicare inquiries, resulting in 58% reduction in repeat customer follow-ups.
  • Documented and resolved standard which led to framework.
  • Enabled smooth rollout of new CRM system modifications focused on Medicare case management, boosting agent efficiency by 59% hours per week.
  • Collaborated with team of 13 in the development of standard.
  • Raised Medicare customer satisfaction scores by 50% points through personalized service and clear communication.
  • Led a project to overhaul training materials on Medicare policies, which resulted in improved policy comprehension and reduced onboarding time for new hires by 75% days.
  • Facilitated 8 Medicare-related workshops for internal teams, leading to improved agent performance and customer feedback scores.
  • Improved Medicare plan upselling process, increasing average plan upgrades by 44% within one year.

Affiliations

  • Professional Healthcare Customer Service Representative Certification, 2015
  • Jaycees
  • National Association of Health Care Assistants (NAHCA) member
  • American Society of Safety Professionals
  • Rotary International
  • Member of American Society for Healthcare Human Resources Administration (ASHHRA)
  • Accredited Healthcare Customer Service Professional (AHCSP), 2019
  • Healthcare Administration Association (HCAA) Member
  • Certified Revenue Cycle Representative (CRCR) 2015
  • Society for Health Communication Associate

Certifications

  • Certified Public Accountant
  • Certified Medical Interpreter (CMI)
  • SHRM Certified Professional (SHRM-CP)
  • Healthcare Claims Professional Certification (HCCP)
  • CompTIA Network+
  • Certified Healthcare Financial Professional (CHFP)
  • Certified Health Insurance Specialist (CHIS)
  • Certified Healthcare Customer Service Representative (CHCSR)
  • Medicare Compliance Specialist Certification - Cedar Works
  • Apple Certified Associate (ACA)

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