Justine Norrbom
Colorado Springs,CO
Summary
Dynamic and results-oriented professional with a proven track record at UnitedHealthcare, adept in documentation and reporting, and excelling in customer service. Leveraged outstanding communication skills and Microsoft Office suite proficiency to enhance team collaboration and significantly improve patient satisfaction. Renowned for adaptability, leadership, and consistently exceeding performance metrics.
Overview
24
24
years of professional experience
Work History
Customer Service Agent
Peak Vista Community Health Center
08.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Morale Committee
- Treat Space
- New Patient Outreach
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Telephone Auditor
Information Providers Inc.
10.2022 - 07.2023
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Communicated with auditee staff to obtain necessary information for audits.
- Interviewed auditees to gather data needed to conduct audits.
- Workers Compensation and General Liability Telephone Audits
Clinical Administrative Coordinator
UnitedHealthcare
08.2013 - 07.2022
- Utilized electronic health records software proficiently, enabling quick access to vital patient information when required.
- Maintained knowledge of standardized medical billing codes.
- Contributed to a positive work environment by fostering collaboration among team members and maintaining open lines of communication.
- Trained new staff members on office procedures, increasing their productivity levels and reducing errors or discrepancies in documentation.
- Ensured compliance with HIPAA regulations through diligent record keeping and strict adherence to confidentiality guidelines.
- Investigated claims to check billing status.
- Upheld quality assurance procedures to maintain patient safety and satisfaction.
- Implemented new policies and educated staff on changes.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Maintained all aspects of company metrics.
- Maintained complete documentation for permanent records and auditing purposes.
- Drafted letters for government and commercial clients, providing verification of specific diagnoses and clinical results.
- Assisted with quality assurance initiatives by conducting regular audits on medical records, ensuring the accuracy and completeness of documentation.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Ensured timely completion of all assigned audits while maintaining a high level of detail and accuracy.
- Trained new Quality Auditors on best practices, increasing their proficiency in performing audits effectively.
Receptionist/Quality Assurance Analyst
NC Dynamics Inc.
12.2007 - 08.2013
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Improved data privacy compliance with meticulous management of sensitive information.
- Streamlined administrative tasks, such as filing and data entry, to support office efficiency.
- Kept scripts and test cases updated with current requirements.
Associate Manager
Pick Up Stix Fresh Asian Flavors
11.2001 - 02.2002
- Remedied issues and conflicts among workers using negotiation and active listening.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Store Manager
The Right Start
02.2001 - 10.2001
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
Education
High School Diploma -
Norwalk High School
Norwalk, CA06-1990
Skills
- Customer service
- Problem resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Active listening
- Service-oriented self-starter
- Microsoft office suite proficiency
- Inbound customer service
- Documentation and reporting
- Team collaboration
- Reliability and punctuality
- Multitasking and organization
- Phone etiquette
- Product knowledge
- Scheduling
- Professional telephone demeanor
- File management
- Adaptability and flexibility
Timeline
Customer Service Agent
Peak Vista Community Health Center
08.2023 - Current
Telephone Auditor
Information Providers Inc.
10.2022 - 07.2023
Clinical Administrative Coordinator
UnitedHealthcare
08.2013 - 07.2022
Receptionist/Quality Assurance Analyst
NC Dynamics Inc.
12.2007 - 08.2013
Associate Manager
Pick Up Stix Fresh Asian Flavors
11.2001 - 02.2002
Store Manager
The Right Start
02.2001 - 10.2001
High School Diploma -
Norwalk High School
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