SUMMARY:

Highly adaptable, rapidly learn new procedures and processes, and quickly adjust to changes in project parameters and organizational objectives, offering a proven record of Confidential .

PROFESSIONAL EXPERIENCE:

Confidential

Customer Service/Supervisor

Responsibilities:

• Manage a team of call center agents.
• Be available to affect the entirety of the team' Confidential operations.
• Manage by walking around and be visible to answer questions.
• Take calls that your agents can't handle and be available when an agent appears to need assistance.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Perform at least one monitoring evaluation with each agent every two weeks
• Spend 30 minutes to one hour monitoring the agent.
• Spend 20 to 30 minutes reviewing the agent' Confidential performance with the agent using a formal monitoring checklist.
• At the conclusion, copy the checklist and put it in the agent' Confidential file
• Give the original checklist to the agent.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Create and maintain files on each agent as they relate to attendance, production, and reviews.
• Present to the Director at the conclusion of each week a breakdown of the past week' Confidential monitoring checklists and a written performance summary of the team.
• Create a forecast describing the things each agent will be focused upon.
• Create a detailed plan of the way in which you plan to impact your team' Confidential day - by-day performance
• Divide the team into three groups (top, middle and bottom)
• At the end of each working day, take three minutes to log into the "daily notebook" any feedback, analysis or reflections from that day' Confidential interaction with the agents.
• Schedule existing staff to meet team level objectives.
• Develop schedules with agents each month to ensure call center objectives are covered.

Confidential

Teller/Customer Service

Responsibilities:

• Process all the cash transaction that takes place in the bank on a daily basis
• Maintain accurate details of each transaction
• Make entries into the banking system as and when they happen
• Tally the full cash amount at the end of each day
• Make reports and submit it to the manager
• Help the customer get through tedious banking processes
• Help the customer in whichever banking process they need help with
• Bring in new customers to the bank and help with opening their accounts
• Have good relations with the regular customers
• Coordinate with the other bank employees
• Coordinate with other tellers of the bank as there are quite a few tellers even in just one branch
• Act as a promotion officer of the bank and create good word of mouth

Confidential

Medical Billing & Coding Associate

Responsibilities:

• Used coded d Confidential to produce and submit claims to insurance companies
• Worked directly with the insurance company, healthcare provider, and Confidential t to get claims processed and paid
• Reviewed and appealed unpaid and denied claims
• Verified Confidential ts’ insurance coverage
• Answered Confidential ts’ billing questions
• Handled collections on unpaid accounts
• Worked with Manager on facility’ Confidential Accounts Receivable reports
• Translated Confidential t information and into alphanumeric medical code.
• Collected, posted, and managed Confidential t account payments.
• Submit claims to insurance.
• Prepare and review Confidential t statements.
• Reviewed delinquent accounts and called for collection purposes.
• Processed payments from insurance companies.
• Maintained strict confidentiality.
• Coded Confidential t services and entered into computer.
• Sorted and filed paperwork.
• Work with management to ensure healthcare facilities were reimbursed for all procedures.
• Handled information about Confidential t treatment, diagnosis, and related procedures to ensure proper coding.
• Knew several different coding systems, including Level 1 HCPCS and Level 2 HCPCS.
• Used computers to read and organized charts.
• Followed up to see if a claim is accepted or denied.
• Investigated rejected claim to see why denial was issued.
• Investigated insurance fraud and report if found.
• Worked in correspondence with insurance companies such as Aetna, Blue Cross - Confidential, Cigna & CMS (Medicare, Medicaid), etc.
• Learned universal coverage and processing of international claims but was limited in facility.

Confidential

Medical Coding & Billing IInsurance Processor

Responsibilities:

• Maintained Confidential t’ Confidential information in full confidence.
• Handled all types of insurance claims and insurance frauds.
• Processed accounts transactions such as accounts payable and receivable.
• Aided medical facility in completing reports to insurance firms by proper coding standards.
• Ensured that the Confidential t was covered by insurance before all procedures were started.
• Verified insurance coverage on all claims including international claims (when presented).

Confidential

Warranty Coordinator

Responsibilities:

• Accountable for insuring homeowners warranty coverage.
• Facilitated schedules for managers & vendors repairing under warranty.
• Resolved homeowner concerns within home.
• Performed d Confidential entry for documentation in several program systems.
• Exhibited superior customer service.

Confidential

MANAGER

Responsibilities:

• Accountable for the hiring of new employees, including: performing checks.
• Conducted monthly meetings, forecasting company financial status.
• Created and implements marketing and promotion camp Confidential ns.
• Executed monthly mock audits, paralleling MVA activities.
• Resolved consumer or employee issues / conflicts in a timely manner.
• Provided ongoing staff motivation, worked toward goal attainment.
• Collaborated with and ensures compliance with governing rules and regulations as related to bonds and Confidential .

Confidential

SENIOR SALES / ASSISTANT BRANCH MANAGER

Responsibilities:

• Accountable for personnel scheduling and generating branch payroll, as well as for obtaining outside sources of business.
• Conducted meetings on a weekly basis, reflecting branch manager' Confidential outline, and transmitted weekly marketing reports to upper management as well as on a regional basis.
• Opened business & personal checking accounts, savings, IRA' Confidential and other retirement accounts.
• Resolved customer issues effectively and expeditiously.
• Processed documentation, ensuring customers received appropriate service.