Jontuea Lane
Pittsburgh
Summary
Seasoned professional with 17 years of experience. Proven track record in customer service, with a focus on resolving inquiries and improving satisfaction metrics. Experienced service coordinator with several years of responsibility in the field agencies. Extensive professional network of service providers and proven history of effective work.
Overview
20
20
years of professional experience
Work History
Service Coordinator Management
UPMC Health Plan
Pittsburgh
08.2014 - Current
- Gather customer satisfaction data from multiple channels, including surveys and direct feedback, to assess service quality.
- Organize and analyze customer satisfaction metrics to identify trends and service issues, informing resolution strategies.
- Develop and refine customer service skills through comprehensive participation in training programs.
- Document customer interactions and follow up on inquiries to ensure satisfactory resolution in compliance with service center guidelines.
- Conduct proactive outbound calls and monitor call center interactions to maintain high standards of customer service and communication.
- Reviewed and verified provider applications for accuracy and completeness.
- Managed credentialing processes for healthcare providers and facilities.
- Maintained database of credentialing records and documentation.
- Resolved discrepancies in provider credentials through thorough investigation.
Claims Provider Processer I
Gateway Health
Pittsburgh
04.2014 - 08.2014
- Analyzed and adjudicated healthcare claims, ensuring compliance with company policies and adherence to accuracy standards by reviewing claim documents and medical records.
- Collaborated with healthcare providers to reconcile claim discrepancies and maintained precise records, contributing to the efficient processing of claims and upholding high standards of customer service.
Customer Service Representative
Alorica
Mifflin
09.2012 - 01.2014
- Managed a diverse range of customer inquiries, including endorsements, re-underwriting, upselling, and claims processing, ensuring client satisfaction and retention.
- Addressed and resolved billing complaints and service discontinuation requests, and tailored product solutions to meet individual customer needs.
St. Moritz Security Service
Pittsburgh
01.2009 - 09.2012
- Managed inbound communications, coordinating with ATM technicians to ensure their safety by accurately logging details such as names, destinations, and estimated arrival times into a computerized database.
- Facilitated technician protection by liaising with local guard companies across the United States to arrange prompt security assistance.
- Maintained administrative efficiency through meticulous filing, faxing, and operation of a multi-line switchboard, ensuring compliance with employment standards.
Data Clerk
Children's Services
03.2006 - 09.2008
- Accurately updated information in the database to ensure data integrity and support organizational operations.
- Prepared comprehensive reports, drafted correspondence, and organized mailing documents, enhancing administrative efficiency.
Education
CCAC
Pittsburgh, PAHigh School -
Schenley High School
Pittsburgh, PASkills
- Customer Service
- Communication Skills
- Problem-solving
- Multitasking
- Software Systems
- Provider credentialing
- Regulatory compliance
- HIPAA compliance
- Credentialing management
- Healthcare administration
- Patient confidentiality compliance
Timeline
Service Coordinator Management
UPMC Health Plan
08.2014 - Current
Claims Provider Processer I
Gateway Health
04.2014 - 08.2014
Customer Service Representative
Alorica
09.2012 - 01.2014
St. Moritz Security Service
01.2009 - 09.2012
Data Clerk
Children's Services
03.2006 - 09.2008
CCAC
High School -
Schenley High School