Customer Service Representative
Resume:
UVONDA PARTINGER DORSE
*** ***** ***** ***** · Goodlettsville, TN 37072
615-***-**** · *******@*****.***
PROFILE
Customer service and billing specialist with 13+ years experience meeting complex customer needs, managing billing services/payment arrangements, and mastering relationship management skills which have proven beneficial in interactions with diverse sets of customers, colleagues, and organizational leadership; Empathetic, active-listener with the ability to hear and solve presented problems, foresight to handle the unstated problems through root cause analysis, and calm demeanor in managing customer needs and problem resolution; Experience training and leading peers and direct reports in customer service functions; Vast technological aptitude with the ability to quickly and thoroughly learn new systems and processes; Medical expertise in billing and coding, records management, administrative leadership, and phlebotomy.
SKILLS & TALENTS
Billing and Coding
Customer Service
Root Cause Analysis
Payment Arrangements
Defusing Angry Customers
Simplifying Problems
Sales and Marketing
Data-Based Decisions
Medical Assisting
High-Volume Customer Contact
Phlebotomy
EDUCATION
Associate of Science Healthcare Management (minor in Coding), 2012
oNashville State Community College
PROFESSIONAL EXPERIENCE
2016 – PRESENT [Dorse Agency Allstate]
Customer Service Representative
Process customer payments and manage payment arrangements.
Provide answers and clarity to billing questions.
Managed billing database and performed monthly audits to ensure accuracy.
Respond to customer needs with thorough solutions in a timely manner.
Processed and entered claims information
Collected payments, Performed Payment Analysis and insurance audits for accuracy.
Resolved billing discrepancies and irregularities in a timely manner
Documented all billing procedures and executed projects in a timely fashion.
Ordered front office supplies and kept inventory of stock.
Verified Insurance.
Supplied complete and accurate medical records to Insurance companies.
Handle all correspondence within 1 week of receipt.
Handle all questions and Insurance accounts from Patient Financial Services and Revenue Cycle staff.
Other duties and/or projects may be assigned when necessary.
2014 – 2015 [Verizon Wireless]
Financial Coordinator
Provided collections services and arrange payment plans for customers over 30, 60, and 90 days late.
Defused irate customers and work to create equitable solutions and positively manage company image.
Thoroughly and appropriately handled customer calls with responsiveness and solution-focused care.
Reported on project progress, providing leadership with updates and timeline analysis.
Reviewed and auditing payment system for accuracy of data.
Resolved payment discrepancies in a timely fashion.
Maintained and audited payment database.
Followed up on outstanding customer issues in a timely fashion.
Consistently met company and customer needs.
2013 – 2014 [Dorse Properties]
Customer Service Representative
Resolve customer concerns and complaints via phone, email, and mail.
Perform calls to verify up-to-date customer contact and account information.
Collaborate with Customer Service Manager to ensure customer needs are effectively being met.
Answer all questions and concerns in a timely fashion.
2012 – 2013 [Aerotek]
Medical Billing and Coding Associate (temp position)
Processed, produced and submitted claims to insurance companies using coded data.
Worked as a bridge between insurance companies, healthcare providers, and patients to process claims.
Supplied complete and accurate medical records to Insurance companies.
Reviewed and appealed unpaid and denied claims.
Verified patients’ insurance coverage.
Provided clarity and answers to patients’ billing questions.
Processed customer claims
Collected payments, Performed Payment Analysis and insurance audits for accuracy
Reviewed and maintained master excel billing data.
Resolved billing discrepancies and irregularities in a timely manner
Documented all billing procedures and executed projects in a timely fashion.
Added CPT codes and charge amounts to new and existing databases.
Provided status on all claims within 30 to 45 days of claim filing date by calling Insurance or checking online.
Handle all correspondence within 1 week of receipt.
Follow up on active status reports and process refund in a timely fashion.
Reviewed EOB’s for correct contract payment.
Other duties and/or projects may be assigned when necessary.
2010 – 2012 [Macy’s Rivergate]
Sales Associate
Assist customers in styling, locating merchandise, and purchasing.
Complete departmental price change processing.
Manage daily and year-end inventory and cycle counts.
Train and assist in the onboarding of new employees.
2006 – 2008 [American Red Cross]
Record Management Specialist (promoted)
Maintained updated daily production records and deliver thorough, and timely responses to data requests.
Developed and refined procedures to assure regulatory compliance.
Resolved escalated system issues.
Protected confidential patient files/data.
Communicated with donors to verify accuracy of system data.
Discovered and took appropriate action when finding discrepancies in donor records, leading to expired and/or contaminated blood; ensure that no bad blood is administered.
Managed donor records new and existing and resolved any discrepancies pertaining to records.
Reviewed and maintained donor database.
Documented all donor procedures and executed projects in a timely fashion.
Supplied complete and accurate medical records for review.
Other duties and/or projects may be assigned when necessary.
Medical Assistant/Phlebotomy
Triage donors, identify patients, and check requisition forms for patient data and eligibility to donate.
Transport blood for donations, ensuring safe delivery and proper care.
Select suitable sites and perform venipunctures.
2001 – 2003 [First Tennessee Bank]
Teller
Manage transactions, including deposits, cashing payroll checks, and mortgage payments.
Balance cash drawer on a daily basis.
Process various loan applications.
Assist in training and supervision of new hires and front line service team.
ADVANCED TECHNOLOGY PROFICIENCY
Microsoft Office Suite
Email and Calendaring Systems
Word Perfect
Paper Vision
CDC Website Functionality
Medical Billing/Coding Software
Customer Relationship Management Systems
Databases
Enterprise Systems
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