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Customer Service Senior Account Representative Resume Example

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CUSTOMER SERVICE SENIOR ACCOUNT REPRESENTATIVE
Summary
Self-motivated bilingual (English/Spanish) individual capable of working in an Independent environment as well as with others. Excellent interpersonal, organizational, and Customer Service skills. Ability to manage multiple work tasks in a detailed and professional manner.
Highlights
ICD-9&10/CPT/HCPCS and CPT Coding; Medi-soft Software Office; Medical Manager Software; Misys, Epic, HCFA/CMS 1500 Form; UB92/1450 Form; 10-Key; Explanation of Benefits; HIPAA; Microsoft Office, Excel, and PowerPoint, Medical Terminology, Medical Insurance and Billing, Billing Administration, Account Maintenance.
Experience
Texas Children's Urgent Care - CBOOctober 2016 to CurrentCustomer Service Senior Account Representative
Manager; Kimberly Rosinski 
  • Answer customer service incoming calls, assisting customers with their benefits such as Deductible, copay, co-insurance charges and payment options.
  • Make outgoing calls to Guarantors that have accounts in pre-collection status and attempt to collect on outstanding balances.
  • Handle Claim Edit and Charge Review workques for verification of insurance coverage, charge corrections, self-pay discount review, registration
  • Collect and run credit card payments from incoming and outgoing customer calls and lockbox daily via Instamed.
  • Mail out, fax and email detailed statements and receipts of patient payments per Guarantor's request.
  • Prepare Billing and Medical records for Attorney Law Firms, Social Security Administration, and Disability Services requests.
  • Responsible for flagging, filing, and making proper adjustments to Guarantor accounts that file for bankruptcy.
  • Prepare Refunds for Guarantors and Insurance companies.
  • Identify patient demographic errors and submit EMPI request if needed.
  • Set up customers on payment plans for outstanding balances.
  • Grant access to Guarantors for Mychart billing summary.
  • Handle all MyChart TC Urgent Care in basket patient messages pertaining to customer service.
  • Manage Return mail status accounts for address updates and or corrections.
  • Handle all Customer Service Email inquiries within 24 hours.
  • Responsible for return check reversals, adding return check fees and mailing notices to customers.
  • Handle all incoming laboratory request for additional patient information.
  • Research and locate missing patient payments.
  • Assist TCUC front office staff with insurance verification, registration and self-pay process.
  • Assist team with registration, return mail, claim edit, and self-pay collections training.
  • Assist UC practice managers with Instamed payment issues, Epic payment posting reversals, service recovery adjustments, reconciling cash drawer reports and manual payment posting process.
  • Verify details of transactions, including funds received and total account balances. 
  • Open and assign new client accounts.
  • Balance batch summary reports for verification and approval.
  • Research and resolve billing and invoice problems
Texas Children's Pediatric AssociatesAugust 2007 to March 2009Transaction Entry Clerk
Manager; Leroy Thomas
  •  Post insurance and patient payments into proper accounts Accountable for credit card payments received via mail and or phone.
  • Ran credit card payments received via lockbox, filed documents, updated guarantor addresses, prepared requested receipts and labeled all outgoing mail.
  • Balanced insurance batches and patients payments.
  • Researched missing insurance and patient payments.
Texas Children's PediatricsApril 2007 to July 2007Office Medical Billing and Coding Externship
Manager; Dorothy Hubbard
  • Perform office duties using good organizational skills.
  • Contact customers to update their coordination of benefits with insurance carrier.
  • Prepare and review insurance claim forms (CMS1500) Handled corrected claims.
  • Reviewing, researching and verifying insurance plans and policies to determine coverage.
  • Abstract and analyze documentation and its use in accurate coding procedures.
  • Verified claim status through insurance web portals as well as over the phone.
  • Handled account receivables through proper reimbursement practices.
  • Reapplied charges to match EOB into proper patient account and date of service.
  • Handled Invalid Reports for United Healthcare, Medicaid, and BCBS.
March 2009 to December 2014Customer Service Representative
  • Handled incoming calls from TCP customer service phone line.
  • Made outgoing calls to collect on pre-collections, collections and bad debt balances.
  • Audited accounts in a timely manner to ensure contractual discounts were applied correctly and payments were applied accurately into Epic System.
  • Ran and posted credit card payments via Skipjack for customers wanting to make payment over the phone and via lockbox.
  • Mailed out detailed statements to customers in regards to balances and or specific dates as requested for Court, FSA, and IRS audits.
  • Reversed return check balances and mailed letters to customers regarding bounced checks.
  • Handled Customer Service e-mails and MyChart insurance updates, messages and demographic update requests from customers.
  • Microsoft Excel used daily for accurate totals for the whole team in tallying payments received.
  • Posted I-PayX online payment reports to accurate account balances.
  • Accepted billing statements to release customer statements to be mailed.
  • Worked E-tactics reports to updatecustomer addresses.
  • Worked return mail and flagged each account with return mail status.
  • Handled Law firm patient billing records request.
  • Assisted practice managers and front office staff with charge review, insurance, and payment issues.
  • Called in tickets for any printing, or epic issues the team would run across.
  • Assisted with special projects.
  • Trained all new employees.
  • Attended Epic update Webinars and communicated updates with team.
Education
The College of Health Care Professions2007Medical Insurance, Coding and Billing Certificate
Park View High School2006Diploma
Languages
Fluent in Spanish.
Skills
10-Key, Attorney, Balance, Benefits, Billing, CMS, Excellent communication, CPT Coding, CPT, credit, clients, customer service, Customer Service, documentation, Edit, Email, fast, fax, filing, FSA, forms, front office, ICD-9&10, Insurance, Law, letters, mailing, Medical Billing, Medical Manager, Medical Terminology, Medi-soft, access, Microsoft Excel, Excel, Mail, Microsoft Office, Office, PowerPoint, Misys, OFFICE SKILLS, organizational skills, policies, problem solver, Coding, reconciling, researching, Research, Fluent in Spanish, phone, type 70 wpm, Urgent Care
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Resume Overview

Companies Worked For:

  • Texas Children's Urgent Care - CBO
  • Texas Children's Pediatric Associates
  • Texas Children's Pediatrics

School Attended

  • The College of Health Care Professions
  • Park View High School

Job Titles Held:

  • Customer Service Senior Account Representative
  • Transaction Entry Clerk
  • Office Medical Billing and Coding Externship
  • Customer Service Representative

Degrees

  • Medical Insurance, Coding and Billing Certificate
    Diploma

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