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Skills

  • In-store support
  • Conflict resolution
  • Promotional support
  • Product organization
  • Cross-functional collaboration
  • Customer relations
  • Business development understanding
  • Conflict mediation
  • Miscellaneous regulations knowledge
  • Audit Procedure Development

Work Experiences

  • Handled the needs of up to 15 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Complied with standard regulatory agencies' privacy and security requirements.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Updated the program system with order details, customer information, preferences, and billing details.
  • Provided excellent customer service by following up on issues, improved and streamlined.
  • Provided translation services for a 16-person team to meet the needs of German-speaking customers.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Answered 5 daily phone calls in order to efficiently resolve procedure customer issues.

Summaries

  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Provider Field Representative with 15 years of category customer service experience.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.
  • Capable Provider Field Representative who understands how to manage process routes while providing excellent customer service.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Expert in both individual and team roles, as well as training and mentoring new employees on company goals.
  • Client service professional with 13 years of experience interacting with clients.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.

Accomplishments

  • Resolved provider complaints promptly, leading to a 34% increase in provider satisfaction over 2020 in Raleigh.
  • Collaborated with the billing team to resolve claims disputes, improving resolution speed by 79% and enhancing provider relationships.
  • Implemented a quarterly provider communications strategy, resulting in 50% higher adherence to policy changes and compliance regulations.
  • Developed interactive educational workshops for providers on compliance and documentation, resulting in 79% improvement in regulatory adherence.
  • Negotiated 6% cost reduction for new provider contracts implemented across the West Coast, improving overall operation efficiency.
  • Contributed to efforts that increased contract renewals by 19%, strengthening long-term relationships with valued providers.
  • Facilitated the successful renegotiation of contracts, securing long-term agreements with 18 key providers and increasing network stability.
  • Strengthened relationships between 14 high-performing providers and internal stakeholders, resulting in a seamless collaboration and improved outcomes.
  • Introduced automated provider auditing tools that reduced manual errors by 28% and improved reporting accuracy.
  • Monitored provider performance, successfully identifying and addressing underperformance, which led to a 79% improvement in service delivery.

Affiliations

  • Certified Revenue Cycle Representative (CRCR), Healthcare Financial Management Association (HFMA) - Specializing in claims management, provider audits, and cross-functional collaboration.
  • Certificant, Certified Healthcare Billing Specialist (CHBS) - Emphasizing proper billing procedures, claims auditing, and coding standards.
  • Member, Medical Group Management Association (MGMA) - Actively involved in initiatives promoting practice management performance and efficiency.
  • Member, Contracting and Claims Resolution Board, initiative - Focused on claims dispute resolution and provider contract enhancements.
  • Attendee, National Provider Enrollment Forum - Learned industry best practices for provider recruitment and contract management.
  • Affiliate, Healthcare Financial Management Association (HFMA) - Focused on healthcare finance operations, including claims management, revenue cycle improvements, and provider engagement.
  • Affiliate, Association for Provider Relations and Networking (APRN) - Focused on streamlining recruitment and retention of providers for sustainable network growth.
  • Certified Provider Compensation Professional, WorldatWork - Specializing in provider compensation structures and reimbursement strategies.
  • Affiliate, Behavioral Health Providers Network Group - Collaborating with providers in behavioral health to implement innovative service fee structures.
  • Member, Society for Healthcare Strategy & Market Development (SHSMD) - Focused on collaborations between cross-functional teams to enhance provider-related healthcare strategies.

Certifications

  • Certified Professional in Patient Safety (CPPS)
  • Advanced Certified Provider Enrollment Specialist (ACPES)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Professional Coder (CPC)
  • Medical Billing and Coding Certification (MBC) Cedar Works
  • Google Certified Professional Cloud Architect
  • Patient Account Manager (PAM) Certification
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Revenue Cycle Representative (CRCR)

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