Customer Service Insurance
Resume:
WINIFRED CHRONE
Suffolk, VA ***37
SUMMARY / OBJECTIVE
A challenging and rewarding position in the medical field where excellent customer service and problem resolution skills can
help improve the quality and efficiency throughout the department. As an experienced office manager and Pre-Certification
Coordinator I have the ability to make decisions based on facts, respect people, which will continually improve customer
service. I am accomplished at organizing priorities both during hectic and slow periods.
SKILLS
Technology: Experienced using Affinity and Microsoft Word with a typing speed of 60 wpm, along with answering multi-line
telephones and experience with Envoy, GroupWise, and Internet Explorer (to pull Information from Insurance Company
websites).
Medical:
Knowledge of medical terminology, billing procedures, scheduling, patient registration, insurance authorization, sending out
corrected claims and insurance claim adjusting
People Skills:
Supervised a 7-person office, work with customers, insurance companies and co-workers to resolve issues. Ability to calm
patients down and help resolve their problem. Work as part of a team to meet deadlines and work towards short and long-
term goals. Help teach co-workers just learning, or struggling using my experience. Always greet patients with a smile, and
show that I am here to help them.
EXPERIENCE
Hunterdon Healthcare Systems, Flemington, NJ 1995-
Present
Business Office Specialist – Process incoming payments to the hospital, check EOB’s to insure proper percentage paid
on the claims and make correct contractual adjustments as needed. Put in charge of Specimen Program to help navigate
the correct Labs to the hospital.
Outpatient Pre-Certification Coordinator – Ensure required insurance information is obtained for patient treatment and
correct processing of claims. Obtain required referrals and pre-certifications, contact insurance companies for pre-
certification, verify with insurance companies to confirm eligibility in Envoy, contact appropriate physician to obtain
required documentation to obtain pre-certification, authorization and referrals, document information into patient notes.
Accomplishments:
Saved Hospital revenue by catching errors before the patients visit.
Involved with the Hospital Specimen Program to bring in more revenue by directing all Labs to be done in
Hospital rather than Free Standing Facility.
Patient Accounts Representative – Greeted all visitors, resolved billing issues, and set up payment plans. When
necessary, referred to outside resources or departments, assisted patients completing Hospital Financial Assistance
applications. Handled heavy flow of incoming phone calls. Updated and corrected patient registration and insurance
information. Reviewed and processed attorney requests for statements and other information needed to resolve
accounts. Typed office correspondence, scanned documents, received, redirected, and distributed all incoming mail.
Updated all returned mail with correct addresses.
Behavioral Health Department Secretary – Answered phones, took messages, provided caller with information when
needed, greeted clients, processed vouchers, collected payments, prepared receipts and delivered to hospital cashier on
a daily basis, kept log of all appointments including cancelations and no shows for monthly report, handled walk-in
emergencies and requests, maintained conference room schedule, assured that patient confidentiality is maintained in all
activities, verbal and written.
Accomplishments:
Established Co-pay collection policy when previously no co-pays were being collected, which created extra
revenue for the department.
EDUCATION
Bennett Junior College, Millbrook, NY Associate in Applied Science
Academy of St. Elizabeth, Convent Station, NJ College
Preparatory
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