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Skills

  • Sales expertise
  • Key holder experience
  • Data entry
  • International sales support
  • Policy and procedure adherence
  • Credit card processing
  • Retail materials management
  • CRM software usage (e.g., Salesforce, HubSpot)
  • Data entry and accuracy
  • Client Feedback Analysis

Work Experiences

  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Kept up to date on product and service changes.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Customer service training processes were implemented and developed by me.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Educated employees on company procedures and services.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 11 years.
  • Provider Phone Representative with 7 years of experience in dealing with customer requests and concerns.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Hardworking Provider Phone Representative with 7 years of telecommuting experience meeting customer needs.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Within Miscellaneous, senior Provider Phone Representative and outstanding performer in process improvement and workflow optimization.
  • Costs were consistently reduced while profits were increased.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Served as subject matter expert for training new hires on billing inquiries and provider communications, accelerating their time to proficiency by 76%.
  • Streamlined account review processes using CRM tools, improving the response time on provider inquiries by 6 hours.
  • Trained team in active listening techniques, resulting in a 15% improvement in overall customer satisfaction ratings.
  • Identified patterns in complex billing inquiries, redesigning FAQ sections and contributing to a 18% reduction in recurring provider queries.
  • Regularly participated in team training and strategy discussions, influencing a 60% improvement in team-wide first-call resolution metrics.
  • Assisted in curating best practices playbooks, which were adopted company-wide, improving customer service interactions by 36%.
  • Developed custom reporting tools that improved tracking of claim statuses, reducing manual administrative follow-ups by 58%.
  • Successfully addressed complex provider inquiries within an average handle time of 6 minutes, earning recognition for process efficiency.
  • Collaborated with a diverse team to improve resolution strategies, reducing the average hold time for escalations by 3 minutes.
  • Leveraged detailed CRM reports to analyze customer data and cut average claim resolution time from 15 to 6 days.

Affiliations

  • Strategic Call Center Solutions (SCCS)
  • American Academy of Professional Coders (AAPC)
  • American Health Information Management Association (AHIMA)
  • Society of Women Engineers
  • Council of Medical Service Leaders (CMSL)
  • Customer Service Association (CSA)
  • Association of Healthcare Providers (AHP)
  • HIPAA Compliance Association
  • Institute of Healthcare Improvement (IHI)
  • National Council for Behavioral Health

Certifications

  • Certified Medical Reimbursement Specialist (CMRS)
  • Certified in Risk and Information Systems Control (CRISC)
  • CompTIA Network+
  • Professional in Human Resources (PHR) Certification
  • Certified Revenue Cycle Specialist (CRCS)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Healthcare Access Associate (CHAA)
  • AHIMA Certified Healthcare Privacy and Security (CHPS)
  • First Aid/CPR Certified
  • Project Management Professional (PMP)

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