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Skills

  • Operational improvement
  • Medical insurance
  • Cross-departmental project management
  • Supervision
  • Team management
  • Data entry
  • System updates
  • Customer service
  • MS Office
  • Financial reporting and analysis

Work Experiences

  • Acted as subject matter expert for Workday.
  • Completed Top Performer-winning process automation that reduced transaction processing time by 27%, enabling improved customer satisfaction.
  • Balanced workload across departments.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Went over the doctors' daily care slips.
  • Conducted quarterly audits of client accounts, recovering $3 in missed fees for the company and ensuring 18% accuracy.
  • Explained treatment plans and payment options.
  • Used Tableau to make appointments.
  • Collaborated with cross-departmental teams.
  • Achieved resolution success rates of 22%.

Summaries

  • Financial Care Representative with 13 years of successful risk assessment and data analysis experience.
  • Adept at managing financial accounts for high-net-worth clients, conducting reviews, and rectifying discrepancies swiftly and efficiently.
  • Achieved 58% decrease in escalations.
  • Achieved a 69% improvement in customer service ratings.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Patient Service Representative with extensive knowledge of method.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Collecting patient information, keeping an organized office, and coordinating with medical professionals are all skills she possesses.
  • 14 years of experience as a patient service representative.
  • Within Miscellaneous, senior Financial Care Representative and outstanding performer in project management and data analysis.

Accomplishments

  • Awarded ITIL in financial dispute resolution practices in 2023, further developing skills that helped close over 2 cases without escalation.
  • Managed a high volume of inbound calls, averaging 15 calls per day, while consistently maintaining first-call resolution rates above 55%.
  • Collaborated with the Finance and Compliance teams to resolve regulatory audit discrepancies, achieving a 7% clearance rate during 2019 audits.
  • Exceeded monthly call resolution goals by 48% while maintaining a 77% customer satisfaction score.
  • Adjusted workflows in response to regulatory changes in 2015, ensuring 3% compliance across all customer care operations.
  • Collaborated with the legal department to ensure client account activities were in full compliance with metric, reducing potential liability by $5.
  • Documented and resolved category which led to method.
  • Collaborated cross-departmentally to streamline compliance verification processes, contributing to a reduction in non-compliant incidents by 54% over several months.
  • Participated in the creation of customer outreach programs, contributing to a 41% increase in engagement rates while reducing churn.
  • Effectively managed the workload to exceed service delivery KPIs by handling an average of 9 cases per week, with 59% accuracy.

Affiliations

  • Certified Credit & Risk Analyst (CCRA) Certification, National Association of Credit Management
  • National Association for Customer Service Professionals (NACS)
  • Advanced Contact Center Management Certificate, International Customer Management Institute (ICMI)
  • Rotary International
  • Financial Services Roundtable (FSR)
  • International Council of Nurses
  • American Payroll Association (APA)
  • Lions Club
  • Association for Computing Machinery
  • Project Management Professional (PMP) Certification – Project Management Institute

Certifications

  • Certified Financial Services Security Professional (CFSSP)
  • Certified Business Analysis Professional (CBAP)
  • Chartered Financial Analyst (CFA)
  • Certified in Financial Forensics (CFF)
  • Certified Business Continuity Professional (CBCP)
  • Certified Treasury Professional (CTP)
  • Certified Technology Specialist (CTS) – Tableau
  • Certified Credit Counselor (CCC)
  • Certified Call Center Manager (CCCM) - Beacon Labs
  • SHRM Senior Certified Professional (SHRM-SCP)

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