SUMMARY:

• Sharp, productive self - starter possessing excellent oral and written communication skills
• Proven ability to analyze, prioritize and organize; detail oriented
• Ability to multi-task, committed to producing results beyond stated expectations
• General knowledge of administrative and clerical tasks
• Reliable, and flexible
• Experience with multi-line switchboard and call center experience
• Typing speed of 35 WPM
• Working knowledge of Microsoft Word and Excel
• Proficient in basic computer and data analytical software.
• Works well with others as well as independently

PROFESSIONAL EXPERIENCE:

Loan Servicing Representative

Confidential, Louisville, KY

Responsibilities:

• Receives inbound and makes outbound calls manually and through a predictive dialer.
• Educates borrowers on available repayment plan options and assists them in determining the most appropriate option to prevent and resolve delinquency.
• Demonstrates excellent listening skills and utilizes available resources in order to understand and assist borrowers.
• Ability to communicate via telephone and email.
• Utilizes superb customer service skills and call control techniques.
• Ability to handle upset borrowers and challenging situations.
• Documents borrower history accurately, clearly, and thoroughly.
• Researches account history, imaging, and other resources to effectively service the loan.
• Contacts third parties such as employers and s to obtain borrower information.
• Consistently meets department goals and deadlines.
• Demonstrate excellent attendance, punctuality, and time management goals.
• Performs other duties as assigned.

Customer Care Representative

Confidential, Louisville, KY

Responsibilities:

• Responds to customer inquiries via telephone and written correspondence; regarding insurance benefits, provider contracts, eligibility and claims.
• Analyzes problems and provides information/solutions.
• Operates PC/Image station to obtain and abstract information, documents information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Researches and analyzes data to address operational challenges and customer service issues.
• Uses computerized systems for tracking, information gathering and troubleshooting.
• Seeks, understands and responds to the needs and expectations of internal and external customers.
• Meets goals set by the department.
• Knowledge of company services, products, insurance benefits, provider contracts and claims.
• Under immediate supervision, receives and places follow-up telephone calls/e-mails to answer customer questions that are routine in nature.
• Develops and maintains positive customer service relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.

Medicare Representative

Confidential, Louisville, KY

Responsibilities:

• Verified enrollment status, makes changes to records, researches and resolves enrollment system rejections; addresses a variety of enrollment questions or concerns received by phone or mail.
• Ensured accuracy and timeliness of the and billing function.
• Responded to inquiries concerning enrollment processes.
• Maintained enrollment database.
• Determined eligibility and applies contract language for each case assigned.
• Maintained member address changes and other correspondence.

Business Professional

Confidential, Louisville, KY

Responsibilities:

• Performed front-desk/reception functions such as meeting and greeting clients and visitors.
• Answered multi-line switchboard, forwarded calls to voice mail or appropriate staff member.
• Recorded and delivered messages, checked in clients verified such demographic.
• Implemented administrative tasks efficiently and effectively.
• Maintained data entry and coding for KIDS NOW surveys.
• Prepared media and materials
• Completed authorization of release forms for physicians’ offices.
• Reconciled cash drawer, scheduled client appointments; copied, sorted, and delivered mail; and sent and received/delivered faxes.
• Entered various client demographics, clinical assessment summaries, client eligibility information and request for service in CMHC database.
• Verified Service Activity Logs.
• Filed and maintained variety of correspondence, records, reports, and other documents, related to site’s operations, in addition to those related to legal health records.
• Verified insurance for clients through Confidential
• Maintained filing system for Confidential program
• Created file folders and labels for new clients in Confidential program
• Reviewed distribution details and matched timesheets for Confidential program
• Oversaw the weekly group/physicians/therapists/ schedule for appointments.

Medicare Enrollment Specialist

Confidential, Louisville, KY

Responsibilities:

• Conducted research within company database to locate primary care physicians HMO plans.
• Processed changes to client demographics in database
• Updated client information such as PHI, consent forms in system
• Assigned primary care physicians to clients
• Verified client status at primary care physicians offices
• Maintained client/physicians information in the system
• Used attention to detail to ensure accuracy.