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Skills

  • Cost-saving initiatives
  • Shipping procedures understanding
  • Order fulfillment
  • Compliance with healthcare regulations
  • Client engagement strategies
  • Credit card processing
  • Medical terminology knowledge
  • Stocking and replenishing
  • Data-driven decision making
  • Data entry

Work Experiences

  • Handled over 3 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Provided clients with basic technical support for a variety of program company products.
  • Created and maintained a detailed database to develop promotional sales.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Ensure that customers and internal departments are properly communicated with.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Welcomed, greeted, and assisted customers, generating $12 in several months revenue in a high-traffic store.
  • Increased the team's revenue by over $15 in sales.

Summaries

  • Provider Services Specialist with 15 years of successful data analysis and quality assurance experience.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Very knowledgeable about QuickBooks, as well as procedure competitors and offerings.
  • Dedicated to meeting and exceeding method objectives through effective communication and category abilities.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • With extensive knowledge of quality assurance and proven multitasking abilities, I am well-versed in project and time management.
  • Hardworking Provider Services Specialist with 7 years of telecommuting experience meeting customer needs.
  • 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 7 years.

Accomplishments

  • Resolved product issue through consumer testing.
  • Developed a provider satisfaction survey, which identified pain points and helped improve satisfaction metrics by 78%.
  • Streamlined communication protocols between provider services and sales, resulting in a 56% increase in issue resolution efficiency.
  • Facilitated monthly provider calls, addressing critical service concerns and decreasing complaint resolution time by 5 days.
  • Resolved escalated provider disputes within several months, contributing to overall network stability and a 77% issue closure rate.
  • Developed dynamic dashboards to monitor provider performance metrics, increasing team transparency and improving efficiency by 53%.
  • Utilized Power BI to track the performance of 13 providers, uncovering trends that led to a 53% improvement in outcomes.
  • Proactively coordinated with initiative provider offices to ensure contractual and operational consistency, reducing service gaps by 21%.
  • Maintained a consistent 54% accuracy rate in provider data input, reducing administrative errors and preventing network disruptions.
  • Led efforts to optimize provider claim submission processes, resulting in a 68% reduction in claims processing errors.

Affiliations

  • American Marketing Association
  • National Committee for Quality Assurance (NCQA) - Healthcare Recognition Program
  • NaviNet Advisory Board Member
  • National Association of Social Workers
  • American Association of Healthcare Administrative Management (AAHAM)
  • Preferred Provider Organization (PPO) Network Administrator Forum - Member
  • Healthcare Financial Management Association (HFMA)
  • American Medical Informatics Association
  • Toastmasters
  • American Academy of Professional Coders (AAPC)

Certifications

  • Certified Claims Professional (CCP) – Northwind, 2016
  • Certified Professional in Healthcare Quality (CPHQ) - Ironclad Systems 2021
  • Customer Service Oriented Care (CSOC) Certification - Vantage, 2023
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Healthcare Service Excellence Professional (HSEP) Certification - Brightline, 2017
  • Health IT Certification - Cedar Works, 2017
  • Certified Medical Services Specialist (CMSS) - Harbor & Co., 2022
  • Certified Managed Care Professional (CMCP) - Vantage, 2023
  • Lean Six Sigma Green Belt in Healthcare - Ironclad Systems, 2015
  • SHRM Certified Professional (SHRM-CP)

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