Dedicated Health Care Customer Service Representative who provides exemplary
customer service through active listening and problem solving.
Skilled in call center operations
Customer interface expertise
Multi-line phone operation proficiency
Healthcare Call Center Benefits Verification Experience
Healthcare Benefits Knowledge
Familiarity with Key Performance Indicators (KPIs)
Exceptional workflow management
Adheres to customer service procedures
Adheres to customer service procedures
Healthcare Billing Process
Committed to maintaining data integrity
Strong problem solving aptitude
Extensive history with predictive dialers
Customer Service Representative11/2013
to Current XPS Solutions – Richardson,
Responsibilities Assist tenants, prospect tenants, property managers with various tasks within a call center environment.
Answered inbound calls for various storage facilities throughout the country.
Responsibilities are assisting tenants, previous tenant, prospect callers, and property managers with lock ins/ lock outs gate issues, processing payments, advising prospects on what size and type of storage to tailor to there needs, reserving storage units, scheduling prospects for tour of facility, providing location and operational information, tenant and client complaints ,updating account information, processing vacate notices, telesales, payment arrangements, billing issues, and delivery of messages to the storage facility within a timely manner.
Accomplishments Perfect attendance award, highest conversions Skills Used Being able to communicate effectively, being a good listener,being able to resolve the issues, empathizing with customer, successfully complete customer calls within a timely manner, promoting company products and services, being an active team member, showing interest in what you do.
Medical Billing Customer Service Representative11/2011
to 05/2013 Telvista Incorporated – Dallas,
Answer incoming and make outgoing calls to healthcare facilities to ensure that virtual credit card payments on claims received by fax in a timely manner, re-fax payments that hadn't been received, update demographic information, educate healthcare facilities on how to unload payment cards, escalate customer complaints and inquiries to immediate supervisor if unable to resolve matter with customer, opt-outs, request card resets, HIPPA compliance verification on every call, train new team members, assist immediate supervisor with team projects and assignments.
Effectively managed a high-volume of inbound and outbound Healthcare Facility calls.
Answered a constant flow of Healthcare Facility calls with above average calls in queue per minute.
Addressed and resolved Healthcare Facility product complaints empathetically and professionally.
Defused volatile Healthcare Facility situations calmly and courteously.
to 06/2010 Provident Sedan Services – Dallas,
Answer multi-line phone, client pricing inquiries, reservations, update demographic information, process payments, client/company billing, assist client's with trip accommodations, monitor competitor rates, marketing, replenish office supplies, monitor company vehicle status and condition, monitor client flight information, brief chauffeurs on company policy updates, monitor chauffeurs schedules and timesheets, organize meetings, assist owner of company with outstanding projects.
Health Care Office Specialist03/2009
to 11/2011 Office Works RX Staffing – Dallas,
Complete temporary medical office assignments such as medical billing, medical receptionist, medical records organization, scheduling, meetings coordinating, benefits verification,scheduling patients, member inquiries, home healthcare billing and assisting office manager with assignments as needed.
Gathered and verified all required customer information for tracking purposes.
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Effectively managed a high-volume of inbound and outbound customer calls.
Accurately documented, researched and resolved customer service issues.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
to 03/2009 Farmington Place Heathcare Services – Dallas,
Assist billing manager with home healthcare billing, submit insurance claims, process DME orders, specialized therapy billing, back billing, research billing, payroll, attend face to face IDT meetings, filing, answer multiline phone, data entry, correspondence by mail, fax, e-fax, scan documents into system.
Prepared reports and communication for senior management and clients.
Referred unresolved customer grievances to designated departments for further investigation.
ADMINISTRATIVE ASSISTANT DENNNIS CUSTOM Administrative Assistant/Receptionist04/2002
to 11/2007 Dennis Custom Furniture Restoration – Dallas,
Assist owner of company with general office duties such as answering multiline phone, set appointments for consultations, estimates, light sales, data entry, filing, follow up with clients as needed, process payments, greet clients, order materials as needed, escalate unresolved issues to owner, run errands as needed.
High School Diploma: 1999Barbara Manns High-
Diploma Medical Insurance Billing & Coding in Medical Insurance Billing & Coding: Everest College-
Translate patient information and into alphanumeric medical code.Collect, post, and manage patient account payments.Submit claims to insurance.Prepare and review patient statements.Review delinquent accounts and call for collection purposes.Process payments from insurance companies.Maintain strict confidentiality.Code patient services and enter into computer.Sort and file paperwork.Ensure healthcare facilities are reimbursed for all procedures.Handle information about patient treatment, diagnosis, and related procedures to ensure proper coding.Know several different coding systems, including Level 1 HCPCS and Level 2 HCPCS.Use computers to read and organized charts.Follow up to see if a claim is accepted or denied.Investigate rejected claim to see why denial was issued.Investigate insurance fraud and report if found.
HIPPA Training, OSHA Training, Knowledge & Hands On Experience with ICD-9 and CPT Codes
Billing, Call Center, call center, credit, client, clients, Customer Service, Data Entry, delivery, fax, filing, general office duties, Insurance, marketing, materials, medical billing, Medical Billing, meetings, mail, Microsoft Office, office, office manager, payroll, pricing, Coding, receptionist, research, sales, scheduling, supervisor, phone, type