Service Representative Customer
Resume:
CHRISTINE ECKERT
Pflugerville, TX *****
*********.******@**********.***
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Have worked with insurance referrals, patient payments, and scheduling patients. Have experience with high call volumes, and escalated and time-sensitive calls. As a Team Lead, I dealt with all escalated patients and resolved all issues, including patients upset about billing, care received, and issues with my staff. Experience with Microsoft Excel, Powerpoint, and Teams. Medical Insurance
Payment Collection
Reminder Calls
Demographic Information
Patient Registration
Insurance Information Collection
Patient Care and Confidentiality
Outbound Calling
Multi-Line Telephone Systems
Call Transfers
Patient Engagement
Insurance Verification
Customer Service
HIPAA Compliance
Appointment Scheduling
Payment Calculation
01/2023 to Current
AUSTIN AREA OBGYN
Austin, TX
Patient Service Representative
Assisted patients in scheduling time-sensitive appointments. Took copayments and past-due balances.
Used Athena to schedule appointments.
Balanced deposits and credit card payments each day. Followed document protocols to safeguard the confidentiality of patient records. Facilitated communication between patients and various departments and staff. Applied administrative knowledge and courtesy to explain procedures and services to patients. Helped address client complaints through timely corrective actions and appropriate referrals. Kept current with literature and field advancements to advocate to and for patients. 10/2019 to 04/2022
HONOR
Austin, TX
Team Lead
Call center environment. Several forms of communication were used. Coached team members in techniques necessary to complete job tasks. Trained new team members by relaying information on company procedures and protocols. Worked on different stations to provide optimal coverage and meet metric goals. Participated in cross-functional team-building activities. Instructed junior team members on protocols and procedures of each station to maximize contributions. Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions.
Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills. Established open and professional relationships with team members to resolve various issues quickly. 12/2015 to 10/2019
ST. DAVID'S SOUTH AUSTIN MEDICAL CENTER
Austin, TX
Team Leader-ER Registration
Trained all employees to follow HIPPA.
Encouraged employees to work together and were able to hit all metrics. Mentored and guided employees to foster proper completion of assigned duties. Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly SUMMARY
SKILLS
EXPERIENCE
service.
Built strong relationships with patients through positive attitude and attentive response. Established open and professional relationships with team members to resolve various issues quickly. Led team of 6 to 10 members while providing exceptional customer service. Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Cross-trained and provided backup for customer service managers. Molded team and embraced change to adapt within a dynamic market. 12/2013 to 12/2015
SAN MARCOS TREATMENT CENTER
SAN MARCOS, TX
Associate
Worked varied hours, days, nights, and weekends as business needs dictate. Managed teenage psychiatric patients in daily living tasks. Kept patients safe at all times.
Managed crises during the duration of shifts.
SOME COLLEGE (NO DEGREE): HEALTH SCIENCES
Texas State University, San Marcos, TX
EDUCATION AND TRAINING
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