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Self Pay Customer Resolution Resume Example

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SELF PAY CUSTOMER RESOLUTION
Summary

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Seeking a progressive company that allows me to demonstrate my general office and customer service skills, as well as offers great challenges and opportunity for growth and advancement. I am looking to be able to utilize my experience in an effort to contribute to an organization's vision, success, and accomplishments.

Highlights

Microsoft Word, Excel, Outlook, Internet Explorer, Faxing, Copying, Scanning, Windows XP, Windows 2000, Windows 98, Windows 8 Lexis Nexis/Accurint, Meditech, Medifax, Credit Browser, Insight Global, Iportal, Searchbug, TLO, Experian, AS400, Host, Loss Mitigation Homebase, Speedbay, Credit Bureau Reporting, Touchpoint, Avaya, Issuer Direct, VERID, Aspect, E-Coach

  • High customer service standards
  • Service solutions expert
  • Conflict resolution proficiency
  • Strong problem solving ability
  • Troubleshooting skills
  • Strong organizational skills
  • Active listening skills
  • Sharp problem solver
  • Courteous demeanor
  • Energetic work attitude
  • Customer service expert
Accomplishments

  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Cross-sold services
  • Answered multiple phone lines, transferred calls to corresponding departments, filed patient records and billed accordingly.
  • upgrading customers to different plans and product packages.
  • Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use.
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Managed talk time, handle time, and login time
Experience
Self Pay Customer ResolutionJobnet America (Texas Health Resources)Arlington, Texas
  • Contact customers for the purpose of assisting them assist in resolving hospital bill balances via the dialer system and mail
  • Assist patients unable to pay with balances remaining after insurance pays by offering programs such as charity, payment plans, or appeals
  • Contact insurance in regards to patient disputes in an attempt to get claims reprocessed
  • Answered incoming calls from patients, doctors, attorney's, insurance, and authorized third parties
  • Update account demographics
  • Process payments received via phone and by mail
  • Directed misrouted calls to the correct departments
  • Research accounts to provide information needed to other sources in order to get claims processed
Legal Claims SpecialistCreditwatch ServicesFort Worth, Texas
  • Reviewing legal invoices, remits, and offsets prior to our CEO processing them for payment and posting
  • Instructing accounting on correct breakdown of fees and how to post legal payments
  • Verifying POE, assets search, bank account searches, skip tracing using various tools for the purpose of obtaining a judgment and possible garnishments
  • Send out V&A's to clients for approval to start the legal process
  • Manage and oversee a network of attorneys as well as preparing, managing their files, auditing, and reviewing working details
  • Authorized settlements and payment arrangement request from attorney's offices and submitted adjustment requests, sent settlement agreements/receipts and invoices via fax, email, or mail
  • Canceling and recalling accounts with the attorneys office
  • Responding back to attorneys, clients, and debtor emails
  • Performed internal account clean up, legal tracking, and reconciliation which included bankruptcy checks
  • Responsible for setting up legal control accounts for accounting
  • Respond accordingly to legal disputes and updated credit bureaus as needed
  • Worked special projects assigned to me periodically as required or requested by President, CEO, or CFO
  • File and note judgment/garnishment accounts with what the court has ordered
  • Update account demographics, processed phone payments, and performed pre-legal talk offs
  • Create and maintain client spreadsheets on a monthly basis for certain clients to include showing breakdown of legal claims and total balance
  • Setting monthly resets to keep accounts from getting recalled by certain clients
  • Submitting legal reversals and/or refund request
  • Training for managers, administration, and collectors for legal updates to policy and procedure as needed
  • Responsible for answering all calls in the legal queue from debtors, attorney's offices, and clients as well as follow up calls and screening account sent to legal making sure they meet legal criteria
  • Performed several administrative duties.
Sr Customer Service RepresentativeCapital One BankIrving, Texas
  • Perform customer verification
  • Respond promptly to customer inquiries
  • Obtain and evaluate all relevant information to handle product and service inquiries Handle and resolve customer complaints
  • Peer training
  • Direct requests and unresolved issues to the designated resources
  • Communicate and coordinate with internal departments
  • Document customer interactions, transactions, comments, and complaints
  • Actively listening to fully understand the customers needs while empathizing and understanding for the purpose of providing a path for resolution and assistance
  • Meeting daily and monthly objectives for the purpose of creating a great customer service experience and the retention of customers.
  • Assigned and efficiently worked team projects in a timely fashion
H.I.M. Technician IUniversity General HospitalDallas, Texas
  • Maintain HIPPA standards when disclosing or releasing patient information
  • Provide medical records for doctors, nurses, insurance companies, outside providers as needed
  • Answering incoming calls from former or current patients, doctors, insurance companies, and internal customers in a timely manner
  • Maintain validity and integrity of charts checked out, logged, and location of records
  • Responsible for assisting doctors and making sure dictation is completed as well as mailing, faxing, or emailing physician dictations out as needed
  • Responsible for meeting deadlines on special projects and studies as assigned
  • Demonstrate the ability to recognize, establish, and deal with issues promptly and professionally
  • Retrieving dictation from the system, making necessary edits, scanning records into HMS, and placing the records or dictation in the correct charts before filing them
  • Responsible for tracking incomplete charts and making sure all files, test, notes are shown before forwarding to our billers
  • Responsible for initiating and sending out clear and concise electronic messages related to chart location or request to transfer records
  • Required to prioritize chart request using standards for acceptable turn around time
  • Responsible for the quick and accurate filing of loose reports and patient medical records in a terminal digit order according to standards
  • Responsible for prioritizing daily work and being able to manage time accordingly while managing more than one duty
  • Required to demonstrate the ability to assemble and maintain records appropriately in order to increase overall efficiency to maximum potential.
CollectionsAmericredit Financial ServicesFort Worth, Texas
  • Contacting customers via phone collect on delinquent accounts in order to alleviate collection actions by obtaining, negotiating, or recovering collateral
  • Assist customer on their accounts by reviewing payment schedules, discussing explanations for past due accounts, and clarifying payment policies per contract
  • Identify and pursue alternative ways for locating a customer/vehicle using skip tracing techniques
  • Resolve delinquency issue by facilitating problem analysis and problem solving by effectively overcoming objections
  • Communicating effectively with repossession agents for the purpose of recovering vehicles
  • Reinstate, cancel, and update accounts with credit bureau agencies
  • Performing talk-offs in order to persuade a customer to keep vehicle or voluntary surrender
  • Offer options such as deferments or due date changes in order to assist in getting an account resolved.
Home Retention/CollectionsCountrywide/Bank of AmericaFort Worth, Texas
  • Contact customers in an effort to collect on past due accounts utilizing several payment methods
  • Providing customer service to homeowners in order to identify the best possible workout assistance program best suiting borrowers financials which may include but not limited to modification requests, repayment plans, and/or debt counseling referrals
  • Accurately update account demographics
  • Submit request for key cuts, copies of breach letters, and/or 401K requests
  • Submit foreclosure postponements to foreclosure technician for the reasons of postponing a sale date while an account is in review for any type of workout assistance
Education
High School Diploma1994James Bowie HighschoolArlington, Texas, USA
Tarrant County Junior CollegeFort Worth, Texas, USA
Paralegal StudiesPenn-Foster Online CollegeFort Worth, Arizona, USA
Interests

Skills
  • Problem Analysis
  • Problem Solving
  • Negotiating
Additional Information

ADDITIONAL REFERENCES AVAILABLE UPON REQUEST

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Resume Overview

Companies Worked For:

  • Jobnet America (Texas Health Resources)
  • Creditwatch Services
  • Capital One Bank
  • University General Hospital
  • Americredit Financial Services
  • Countrywide/Bank of America

School Attended

  • James Bowie Highschool
  • Tarrant County Junior College
  • Penn-Foster Online College

Job Titles Held:

  • Self Pay Customer Resolution
  • Legal Claims Specialist
  • Sr Customer Service Representative
  • H.I.M. Technician I
  • Collections
  • Home Retention/Collections

Degrees

  • High School Diploma 1994
    Paralegal Studies

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