Lisa Purcell
1234 Worthington Hts BlvdColumbus, OH 43235
OBJECTIVE:
I am a team player who believes there is no I in team. I am detail oriented and
work well with little or no supervision.. My goal is to become a SR
Representative or a team lead, and eventually a supervisor. I have 17 years
experience in customer service, in the fields of banking, online billpay , first
party collections and in the medical claims field. I believe in one call
resolution to best assist the customer. I am able to quickly adapt to change. I
have more work experience not listed on this resume. 
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WORK EXPERIENCE
NCO GROUP
Qualink Healthcare Service Representative
12/6/2010 - Present
* Inbound calls from paitents regarding billing questions and past due balances
* I send back any claims which need to be rebilled to insurance carriers
* I fill out financial aid applications as needed by my clients.
* I currently take 60-75 inbound calls per day, and make outbound calls to
insurance carriers when needed.
* I explain how claims were billed to insurance
* I collect on average 35 to 59 thousand per month by educating, and offering
pmt plans .

Paragon Group (consultant)
Service support Representative
10/1 - 11/12 temporary position
 * Inbound calls
 * field questions about lab and industrial parts
 * ordered parts for clients

MedcoHealth 5/2010 - 10/2010
* Customer Care Representative
* Answered 50-80 inbound calls per day average 
* Quality of 92% or higher on call monitoring 
* Took Medication orders 
* Answered questions about member’s billing invoices regarding medication 
* Answered Medicare related questions concerning orders for Medications 

Fiserv | Dublin, OH 11/2005  *  5/2010
* Collections department 7/2006  *  5/2010 
* Averaged 30-50 Inbound collection calls a day 
* Quality of 95% or higher on call monitors 
* Assisted in verifying funds in customers bank accounts for auto debits on past
due accounts 
* Several “Perfect 10 *  Customer survey scores awarded, as well as many
customer compliments awarded

Customer Care Representative 11/2005  *  7/2006 
* Averaged 40-85 calls per day 
* Quality of 90 Percent or higher on call monitors 
Many customer compliments awarded 

Cigna Healthcare | Delaware, OH 5/2004  *  10/2005
Insurance--customer care 
* Answered inbound calls from members and providers regarding health care
questions and benefits and eligibility questions 
* Experience in both medical and dental claims for customer service 
 PPO Indemnity customer service 
* Many customer compliments awarded 
* Located and interpreted complex information from a number of databases to
locate and update member information and to assist members with their questions 
* Corresponded to Member inquiries via email or letter 
* Made calls to Dr office’s when needed to assist with getting a claim correctly

 processed 

Safelite Autoglass | Dublin, OH 2/2000  *  3/2004
Automotive and Parts Mfg
* Called Insurance companies to verify coverage on vehicles waiting to be
serviced 
* Accurately verified 15 invoices per hour 
* Handled insurance claims for 5 Major cities 
* Processed claims as needed 

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EDUCATION
Columbus State Community College
Some college coursework completed
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SKILLS
Microsoft Word intermediate Seibel Intermediate Mainframe CICS Expert Windows
Expert PeopleSoft Certified Intermediate Excel Beginner PeopleSoft Intermediate