Customer Service Account Management

Cheryl L. Campbell ********@*****.*** 678-***-****

Cheryl L. Campbell

Motivated professional with experience in diverse industry markets. Achievements include consistent success in pursing leads, credit and collections, pitching, negotiating and closing. Account management leader that incorporates a strong work ethic and dedication to excellence resulting in superior client retention and rapport. Thrives in a competitive environment while meeting or exceeding personal, professional and team goals.

Professional Experience

MAI Voice/GCO Services – Cedar Rapids, IA 9/2023 - Present

Phone Survey Agent /Telemarketer (Remote)

Reliability to work remotely from home.

Conduct polital phone interviews with individuals supporting the Republican party.

Collect respondent answers and enter information into company database.

Submit information and classify calls correctly based on individual responses.

Proficiently in speaking and reading English (English is first language).

Manage inbound calls back-to-back from a dailer.

Follow a questionnaire to ensure consistency in data collection.

Maintain a professional and courteous phone etiquette throughout the interview process.

Strategic Holdings Diversified Management – Westlake Village, CA

Customer Service Collections Representative 6/2021 –9/2023

Reliability to work remotely from home.

Effectively communicate and ensure consistent treatment of all residents with balances until account resolution is complete.

Ability to stay on task with little or no management supervision.

Maintain a confidential and orderly remote work area.

Collect past due balances for rental properties.

Place outgoing phone calls daily to collect bad debt.

Create payment arrangements on bad debt.

Follow up on past due accounts.

Able to work independently and efficiently -- be able to see a task and take the steps to get it done without micro supervision.

Ability to multi task and work within multiple systems and platforms.

Consistently, efficiently, and lawfully contact customers and collect on and manage deficient account balances.

Professionally and respectfully persuade customers to pay in an effort to set up payment arrangements and settlements on deficiency balance accounts.

Ally Financial - Jacksonville, FL 7/2020 - 6/2021

Customer Service Representative Collector

Reliability to work remotely from home.

Process inbound and outbound calls from dialer.

Contact customers to determine reason for payment delinquency and negotiate payment commitment.

Handle accounts with speed and accuracy while maintaining professionalism.

Confirm and/or negotiate payment arrangements; research any discrepancies.

Maintain established objectives for delinquency, repossessions and net losses; stay informed of changes in policies and procedures.

Uses computerized system for tracking, information gathering, and/or troubleshooting.

Respond to customer inquiries via telephone, Shaw workflows, CRTS and/or e-mails within established time frame.

Evaluate accounts to find a win/win solution to avoid repossession loss.

Cleveland Clinic Indian River Hospital - Vero Beach, FL 2019 - 2020

Physician Customer Service Receivables Specialist

Track unpaid claims, denied claims, discrepancies and the like with various insurance companies.

Submission of all BCBS electronic and hard copy insurance claims.

Initiates the appropriate action to collect past due balances and record accurate notes on delinquent accounts.

Release of medical records to insurance company.

Reviews and makes all necessary corrections to claims that do not pass billing edits.

Interaction with State and Federal agencies, third-party payers, physician offices and hospital departments to address and correct billing related issues.

Back-up receptionist for office staffing shortages.

Follow-up on insurance claims not paid in a timely manner utilizing accessible methods to ensure proper reimbursement.

Telephone third-party payers to resolve issues to obtain payment.

Coordinates activities, answers inquiries, and provides documentation requested by third-party payers, outside collection agencies, and hospital attorneys.

Reviews payment exception report for receipt of payments, reviewing payment voucher for discrepancies or overpayments.

Generates re-bills as necessary to ensure timely payment.

Understanding and staying informed of the changes with procedures, billing guidelines, and laws for specific insurance carries or payers.

Initiating collection follow-up on all unpaid or denied claims with appropriate insurance carrier.

Research, appeal, and resolve unpaid insurance claims.

Actively follow up and collect on all electronic claims, including resolution of any billing errors assigned while following established procedures.

Respond to correspondence from insurance carriers.

Follows all work processes, procedures, while maintaining compliance to the rules and regulations set forth by the company.

Strives to deliver high-quality results at all times in accordance with standards.

Protects and keeps all patient and company information confidential.

Proudly services the company by following all HIPAA, local, State, and Federal laws and standards.

Medical Data Systems - Melbourne, FL 2016 - 2019

Collections Account Representative – 3rd Party

Safeguard and protect the patients’ right to privacy by ensuring that only authorized individuals have access to the patients’ medical information and are in compliance with HIPAA regulations.

Perform in-bound and out-bound 200 to 300 daily collection calls in dialer call center environment to patients regarding their medical invoice/bill, answering questions, and setting up payment plans.

Utilize various strategies and methodologies to contact consumers in order to negotiate payment in full or payment arrangements on debt within Federal and State and client collection guidelines and laws.

Responsible for timely and accurate collection of all patient balances.

Arrange for debt repayment or establish repayment schedules and monitors plan default.

Confer with patients by telephone to determine reasons for overdue payments

and/or regarding problems with their accounts.

Reviews specific set of aged claims updating patient file with information obtained during all collection efforts.

Meets defined department goals and productivity metrics. Exceed aggressive collection targets. Achieve daily, monthly and yearly goals in a bonus pay plan structured environment.

Contacts patients with incomplete insurance to obtain Health, Auto or Work Comp insurance coverage for timely filing of claims.

Strong verbal, written communication skills and math aptitude.

Negotiate, collect, and resolve outstanding medical debt.

Ask probing questions and be decision maker to assist patients in resolving accounts in a timely manner.

Confidence in asking people to pay their balances over the telephone.

Follow all applicable federal and state laws.

EDUCATION

Katharine Gibbs, Melville, New York

Certified Graduate

New York Institute of Technology, Old Westbury, New York

Undergraduate Studies, Liberal Arts, and Business Curriculum

ISSN, Roswell, GA

Licensed Aesthetician

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