Customer Service Insurance

Robin Hiatt

*** ************ ***** ****, ** ***** 336-***-****

****************@*****.***

CUSTOMER SERVICE

SENIOR CUSTOMER SERVICE • DATA ENTRY • PATIENT ACCOUNT REPRESENTATIVE •

SCHEDULING INSURANCE VERIFICATION •INSURANCE REVIEW • COLLECTIONS

Performance Profile / Performance Summary:

14 + years’ of customer service experience with high call volume and intricate inquires. Maintains excellent customer

service and satisfied customer feedback. First line of contact. Will go the extra mile for customers and colleagues. A

dedicated, efficient, goal and deadline oriented employee .

Customer Service Competencies:

•Pricing / Quotes •Order Processing •Tracking •Return Authorizations •Special Order Entry •Liaison

•Purchasing •Inside sales • Office Skills •Data Entry •Expediting Deliveries •Customer Setup •Excellent

Phone Etiquette •Proactive Intervention •First Line of Contact •Invoice Reconciliation •Multi-tasking

•Insurance verification •insurance review • Handling Confidential Material •Scheduling •Collections •Chart

Preparation •Posting Payments •Office Equipment

Operating Systems / Software Competencies:

Windows 98/2000/XP/7 Microsoft Word/Excel/Access/Power Point /Outlook SAP Sales Force

Professional Experience

Philips Healthcare Systems, Winston Salem, NC 1997-

2012

Medical Equipment Manufacturer / Supplier

Customer Service Support IV

First line of contact for customers when calling in regards to medical parts or repairs. Responsible for complete Customer

Satisfaction and prompt response to calls and email inquiries.

•Pricing/Quoting parts or repairs via phone, email and instant messaging systems

•Order entry on SAP system, data entered on Sales Force for follow-up

•Tracking information / up-dates on back orders daily to customer via email, phone or instant messaging

•Proactive intervention to provide support, Return Authorizations

•Internal and External customer relationships, responsiveness and communication

•Create Purchase orders, set-up new vendors, and liaison to vendors

•Purchasing of office supplies, training supplies and repair parts

•After-hour quotes and sales

Robin Hiatt 403 Merriweather Drive King, NC 27021 336-***-**** ****************@*****.***

pg.2

•Office assistant/Secretarial duties for manager, training instructors. This includes but not limited to: schedule luncheons,

holiday events, and set-up for meetings, handle mail distribution, send out mail, prepare marketing materials, and handle

12 line phone systems and vendor invoice reconciliation.

Triad Imaging North Carolina Baptist Hospital, Winston Salem, NC 1995-

1997

Imaging Center

Patient Service Representative

First line of contact for patient when they arrive for scheduled procedure. My duties were as follows but not limited to:

•Scheduling, insurance verification, chart preparation

•Data Entry of Patient information, insurance information

•Mail /Fax Operative Notes to referring and treating physicians

•Pick-up and deliver patient films (X-ray, MRI, and CT)

Forsyth Memorial Hospital, Winston Salem, NC

1993-1995

Billing and Collections

Patient Account Representative

My responsibilities were to review accounts for payment. This included re-filing insurance claims with sensitive

documentation, calling the patients, or insurance company. Sending out collection letters, setting up payment plans and

preparing the file/account for the legal department to pursue legal action on behalf of the hospital.

Piedmont Stone Center, Winston Salem, NC 1986-

1993

Lithotripsy Treatment Center

Account Representative

Responsible for the patients charts.

•Chart preparation, verifying insurance coverage, filing insurance(s)

•Data entry of patient information, charges, posting payments, collections

•Fax / Mail Operative Notes to treating and referring physicians

•Maintained all physicians (75) provider numbers with insurance companies

North Carolina Baptist Hospital, Winston Salem, NC

1980-1986

Department of Clinics

Patient Account Representative

Responsible for talking with patients regarding their bill, re-filing claims, sending patient copies of bill. Medical

collections but not limited to just these duties.

~LETTER OF RECOMMENDATON AND REFERENCES ON REQUEST~

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