Customer Service Representative

OBJECTIVE:

To secure a position within a well-respected company where my communication and professional skills and knowledge will contribute to the company’s success.

EDUCATION: Concorde Career Institute

Certificate –Medical Assistant / Internship -Rady Children’s Hospital 07/2002

SKILLS SUMMARY:

Project Management

Report Preparation

Written Correspondence

CPR/ BLS Certified

MS Word, Excel, Power Point, Outlook

CMS Website, Epic System, EPR, MCCH, CIC, KB

Scheduling

Insurance Billing

Accounting/Bookkeeping

Front-Office Operations

Strong leadership skills

PROFESSIONAL EXPERIENCE:

Towers Watson (contract) 9/2015-11/2015

Benefit Customer Service Representative

Took incoming calls to process retirement and pension benefits, made outbound calls to request missing documents from the participant

Perform customer service support by responding professionally to customer inquiries/issues received via phone, email and other communication device and ensure that appropriate action was taken

Research participant questions related to employee benefit plans, payment options

Provide technical support and assist customers in using the web-based, employee self-service tools

Assist the participant with understanding the different election options

Update EFT, Address, Tax Withholdings and Beneficiary information

Confirmed payment status and issuing date for payments

Kaiser Permanente (contract) 10/2013 - 2/2014 Account Administration Representative

Retrive,Verified, Federal/ State eligibility status on the CMS website, and from various databases

Deleted incorrect data and re-entered the correct data onto members files such as address, phone numbers, email address, emergency contact, power of attorney

Took incoming calls and made outbound calls to members to verify their MRN’s as well as their social security numbers and personal patient health information

Provided members with Member Service’s number for them to follow up on their enrollments

Assist with scheduling Dr’s appointment & locating Dr Office in their area, collect patient co-payments for service rendered

Performs new account/ renewals for customers enrollments onto KP Medicare Plans

Emerald Connect (contract) 8/2013 - 9/2013

Sales Representative

Acted as principal contract with Prenstors and Financial Advisors

Verified and Corrected EE Personal Data

Managed Client Registration for Seminar Course

Managed Training material for Vice President

Scheduled Presenters

American Specialty Health (contract) 11/2012 - 3/2013

Customer Service Representative II

Received an average of 100+ calls daily

Enrolling members into a program called “Healthy Roads”

Responsible for customer demographics

Assist with inquiries regarding their health for the program

Scheduled, updated and rescheduled appointments

Creating new customers account

Assist with login and account questions or issues

Performs new account on the behalf of our customer’s enrollments, made sure all necessary information was received entered correctly

Obtain and mailed product marketing materials customers

Promise Solutions, Inc. (contract) 8/2012 - 9/2012

Receptionist/Administrative Assistant

Answered incoming calls in regards to Bankruptcy, Foreclosures and Evictions

Looked up debtor’s personal information and supervised as well as transferred calls to the correct departments

Billed attorney, paralegal, supervisor and or manager on the case

Assisted couriers and vendors on where to go

Checked visitors in and out as well as passed out key card

Handled all incoming/inbound phone calls about account problems, questions or making payments on their account

UCSD (contract) 7/2012 - 7/2012

Provider Relations

Responsible for inbound/outbound patient account inquirys

Manage updated Patient account and applying payments

Third party and patient billing duties

Edited attached records, operative reports and all system reports

Responding to billing inquiries from patients, insurance companies and department

Scheduling / Rescheduling appointment for patients

Generate customer invoices and post payments on a daily basis per Accounting Manager. This includes credit card

Determines which accounts are coming due, prioritizes based on # of days delinquent, invoice amount or other criteria determined by Accounting Manager. Contacts customer to discuss payment plans and details

Tactical Assault Gear (contract) 8/2011 - 3/2012

Receptionist/Customer Service Representative

Responsible for incoming customer calls, regarding questions or concerns

Act as liaison between customers and other departments. Establish collaborative relationships with key staff members in other departments such as Sales, Shipping, Quality and etc.

Processed returns to Fed Ex / UPS/ USPS

Enter/Release Government /Personal order, Product Inquiry

Daily updated tracking information for shipments

Inventory of company’s products

Achieved Sales protocols

Handles questions concerning billing, shipping, and other customer service related items, other inquires should be triaged the appropriate department

Performs new account customer enrollment. Ensures all necessary information is received and follows up with customer and/or Sales as necessary

Generate customer invoices and post payments on a daily basis per Accounting Manager. This includes credit card and cash transactions

Applied financial calculations and percentage discount to payment

Mental Health America of San Diego County 2/2010 – 3/2011

Customer Service Rep/ Clerical

Answered multiline telephone calls, responsible for Data Entry onto members accounts

Scheduling / Rescheduling appointment for patients

Filed, Faxed, Copied and ordered Office Supplies

Ordering Materials (Mental Health America), (MHA) Brochures, National Institute of Mental Health, (NIMH) Health OPA

Assembled Request for Presentations, Performed Inventory

May obtain and mail product marketing materials to customers

Stamped/Weighed, Labeled and mailed learning materials to customers

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