Part-Time Customer Service
Resume:
CASSANDRA L. SMITH
Saint Petersburg, FL *****
********@*****.***
OBJECTIVE
My goal(s) as well as objective(s) is to provide great customer service, ensuring confidentiality with the customer & client while maintaining our services & loyalty. QUALIFICATIONS
● Familiar with HIPAA laws, guidelines, and ethics.
● Ability to work with sensitive and confidential material.
● Great organizational skills and attention to detail.
● A self-starter, able to work independently, also with a team… in a fast-paced environment.
● Effective communicator with strong written and verbal skills while providing customer/client resolutions.
● Accomplished eight years experience of effectively and efficiently collaborating and developing ongoing team developments and improvement.
● PrimeSUITE Microsoft Windows Microsoft Word Excel/Spreadsheets Power Point Data Entry EDUCATION
Colorado Tech University
Associates of Science degree in Health Administration Services November 2012 ACCOMPLISHMENTS
● Successfully completed courses in Medical Terminology, Introduction to Healthcare Delivery Systems, Professional Communications, Psychology and Understanding Human Behavior: The Individual, and Healthcare Legal Concepts, Human Anatomy & Physiology, Health Information Management Technology _ An Applied Approach & Project Management.
● Demonstrated office tasks in PrimeSUITE for my Professional Learning Experience of the following functions
(appointment scheduling, patient check-in/out, capturing insurance information of a patient, entering patient medical history, editing demographic information, locating the status of a physician’s order, ePrescribing, entering Diagnosis and Procedure Coding and the use of Practice Management software).
● Planned and directed activities to help motivate employees’ job skills and performance.
● Accomplished training simulations in PrimeSUITE system for my virtual PLE.
● Maintained doctor/patient confidentiality while adhering to HIPAA rules. RELEVANT EXPERIENCE
Medicaid Done Right _ Clearwater, FL October 2018 to Present Recertification Intake Processor
● Address the Recertification Inbox regarding emails from Medicaid Representatives, Managers and Case Processors having to do with all legal documents and documentation obtained from clients/family members, POA, and court-appointed legal guardians.
● Upload documents for existing files into a P drive and main system HALO.
● Create file(s) in HALO with patient contact information from a facesheet {name, dob, social, facility name, marital status, citizenship, etc}.
● Open file once coverage of patient has been obtained and renewal date is verified {depending upon the state}.
● Assign file{s} to a case processor, email the assigned processor with the patient name & renewal date for one or multiple states that he/she were assigned to work{i,e. CT, FL, GA, IN, KY, MI, MT, NC, OH, SC, TX, TN, VA}.
● Handle incoming calls from potential clients, patient(s), family members, POA, Appointed legal guardian & MDR representative.
● Assist in training New Hires.
● Assist fellow co-workers and managers
Trident/US Laboratories _ St. Petersburg, FL May 2018 to October 2018 Specimen Processor
● Collectively receives specimens, ensuring adequacy and appropriateness of sample received (verifying name and tests ordered).
● Properly organize all samples in appropriate labeled bins (i.e. blood, urine, sputum, swab and or stool) to be accessioned.
● Enter client and specimen data into computer (i.e. test order(s), date/time of draw, gender, date of birth, social
& the correct ordering physician).
● Routinely decontaminates all processing areas, storage bins & bench tops according to instructions
● Successfully seeks coaching/mentoring when appropriate
● Regularly complies with applicable legal requirements, standards and procedures
● Participates as required in any and all HIPAA training programs.
● Perform other duties as assigned
Transamerica _ St Petersburg, FL May 2014 to February 2018 New Business Case Manager
● Review and audit correspondence, applications, legal documents, report to appropriate processing channels.
● Enter, update & verify information contained in the applications in the computer system.
● Review, update and issue policies ensuring accuracy (underwriting reviews, follow-ups, approvals and creating work for accounting to draft initial premium).
● Communicates & corresponds daily with agents/assistants and their client(s) to obtain supplemental information & or to explain legal requirements in accordance to company policies, guidelines and processes.
● Follow-up on administrative requirements daily.
● Utilize multi tasking skills to navigate multiple screens/systems to troubleshoot and resolve issues.
● Customer Contact Representative, assisting the GAs (general agents), clients, compliance, commissions & inforce departments on a day-to-day basis with inquiries and concerns pertaining to status of a case(s).
● Meet production standards
BB & T Association Services (temp only) _ Clearwater, FL Aug 2012 to Nov 2012 Association Services Coupon Representative II
● Process coupon orders received from client via fax, email and Web Vault
● Verify information by clients, review and update client file as needed
● Ensure accurate coupons are printed in a timely and efficient manner
● Provide quality client service for both internal & external clients by answering questions & resolving problems
● Performed other general functions as assigned by management which includes (system testing, updating database).
Supermedia _ Saint Petersburg, FL Feb 2002 to Feb 2010 Analyst/Publishing Ops-Accounts Mgmt
● Increased directory revenues by effectively meeting deadline of yellow page advertisements.
● Organized the handling of customer accounts by division priority while auditing confidential information documented in contract.
● Achieved investigative and tracking resolutions regarding customer account/ advertisement in a timely manner.
● Managed a multitude of division accounts on a daily basis, while assisting sales representatives.
● Accomplished the handling of complex requests regarding tracking of money, advertisement and claims
● Facilitated the process of document imaging and scanning while inputting and indexing data information. ChoicePoint _ Saint Petersburg, FL Apr 2000 to Dec 2001 Data Entry Specialist
● Scanned and documented all incoming work for history background check
● Inputted data information on all potential applicants regarding possible employment for contracted company.
● Verified applicant’s history of employment, criminal, educational, credit and military background St. Pete-Suncoast Medical Group _ Saint Petersburg, FL Mar 1998 to Dec 1999 Medical Records Clerk
● Trained up to six employees on proper way of filing (chronological from the bottom-up) and looking up patient information at doctor's request.
● Oversaw and organized patient backlog of over 5,000 files.
● Organized, achieved confidential patient information in filing, researching patient data and maintaining patient chart information.
PROFESSIONAL AFFILIATIONS
HIMSS (Healthcare Information and Management Systems Society) ACCOMPLISHMENT(S) & EXPERIENCE
● I have had the opportunity to train a co-worker who is deaf & limited in mobility as a Medical Records Clerk. I was able to provide & demonstrate the skills and filing system to assist my co worker into accomplishing his daily goals.
● I became a team lead after 4 months working as a Bakery/Deli Clerk. I was given the role as team lead and delegating job duties due to learning the products within a short time period, accomplishing production on a day-to-day basis and providing great customer service at the same time.
● While working as a Contract Analyst, I was able to assist in helping to achieve revenue with assisting the sales department by auditing/acquiring the necessary information and documentation that was required to assist our customers/clients in obtaining advertisement for the yellow pages and internet based, by a given deadline.
● As a case manager for life insurance, I have been able to assist all applicants with obtaining insurance by corresponding with their agent(s), the underwriting department and at times the customer via phone or email on a daily basis.
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