Seasoned Customer Service Representative with over 5 years background in a fast-paced office or call center. Core competencies include strong customer relations, intermediate MS Office, and clerical, as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency. Passionate and motivated, with a drive for excellence.
Identify opportunities to sell additional Charter products and services during customer interactions and apply appropriate fees as necessary.
Properly identify primary account holders and authorized users on accounts using CPNI verification.
De-escalate and resolve customer questions or concerns in one call utilizing active listening, social perceptiveness, and critical thinking.
Meet or exceed monthly performance metrics (i.e. Quality, First Call Resolution, Schedule Adherence, Voice of the Customer, and Handle Time of Call) of at least 3 or better on a scale of 1(low) to 5(high).
Report various account and service errors to leadership.
Fill out system forms electronically to leadership or other departments for research/follow up regarding credits, payments, equipment, or service issues.
Provided refund status and information from invoices and patient claims to customers, account representatives, and third party administrators utilizing various communication methods in supplying related information to customers while maintaining HIPAA confidentiality.
Resolved complex refund issues through in-depth research and collaborated teamwork while supplying and maintaining constant communication.
Performed daily data entry and forwarded all work and data files to leadership weekly.
Performed essential office duties to supply representatives and administrators requested patient correspondence and claim documents utilizing necessary office equipment for their follow up.
Other duties included participation in various CQI (Continuous Quality Improvement) projects and attending weekly/monthly team meetings and functions.
Provided continuous customer service and integrity wherever and whenever possible.
Prepared various incoming documents and correspondence for imaging.
Scanned prepared document batches then filed batches electronically into the various DaVita database.
Organized and maintained office supply room while coordinating with supervisor on weekly office supply orders to assist with cost and supply management.
Indexed filed documents and correspondence to various claims.
Ran daily document/correspondence pick-ups from team floors, then forwarded to teammates to process and prep for imaging.
Filed imaged batches, at times retrieving and delivering filed batches to requestor for case research, and boxed old batches and prepared forms for pick-up to off-site storage facility to be archived.
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