Stacy Bethea
Team Lead-Customer Service Representative
Burlington, NJ
• A visionary leader who is well organized, detail-oriented, resourceful, and able to meet stringent deadlines in a timely manner.
• Experienced in handling 100+ incoming phone calls on a daily basis
• Proficiency using MS Word, Excel, PowerPoint, and Outlook
Work Experience
Team Lead-Customer Service Representative
June 2010 to October 2011
• Handled 20+ incoming calls on a daily basis to assist fellow Customer Service Representatives
• Oversaw and monitored the Call Center Representatives
• Maintained and updated Excel spreadsheets with client and customer information
• Monitored calls on a daily basis
• Handled all problems in the call center
• Checked voice mail messages from the previous night
• Assisted the rep with any issues
• Trained all new employees
Administrative Assistant
January 2009 to June 2010
• Duties include working with children with behavior issues.
• Received 70+ incoming calls on a daily basis from parents wanting their children to attend the CARES program.
• Answered incoming phone calls.
• Maintained and updated Excel spreadsheets with client and customer information
• Responsible for the scheduling of intake appointments and referrals.
• Responsible for medical billing for the program using net-access systems.
• Made sure all reports are filed on the chart and confirmed appointments for the next day.
• Worked directly with disability regarding request for information on current and discharged children.
• Verified insurance
• Registered patients in the program/system
Clinical Customer Service Representative
October 2004 to December 2008
• Handled 120+ phone calls on a daily basis to assess customer needs
• Answered incoming lines from members/clients requesting information regarding their prescription plans and services.
• Maintained and updated Excel spreadsheets with client and customer information
• Duties included retrieving and entering prior authorization into the Argus system for client/member that needed pre-authorization before their prescriptions could be filled at the local or retail pharmacy.
• Contacted all pharmacists pertaining to the patient's prescription and advised if prior authorizations had been approved or denied.
• Duties also included sending patient approval or denial letters to advise them of the status of their claims.
Unit Secretary
July 1999 to September 2004
• Duties included answering phones faxing, filing pulling record for the doctors.
• Greeted patients who requested copies of their medical records once they've been discharged from the hospital
• Collected the discharged patient charts.
• Assisted doctors with transferring patient diagnosis and medications from the patient charts onto the patient cardex and entering it into the computer system.
• Separated the on call physician post-op reports, operative reports and place all reports in the doctors mail boxes for review.
