Email: adwqu6@r.postjobfree.com

Phone:

Address: Alpharetta, GA 30022

LinkedIn: http://linkedin.com/in/kwest1

Resume Summary

Customer Service Representative with over 20 years of experience and 10+ working in call centers, performing functions from healthcare claims and logistics to sales coordinator. Familiar with major customer care software like epic, Salesforce, and JD Edwards excellent at conflict resolution and possess a positive attitude. Aiming to use my proven customer service skills and experience to effectively fill a remote/hybrid position.

Work Experience

Customer care representative

Stryten Energy/Alpharetta Ga/ Sept 2021-Present

Manage a portfolio of 15-20 customers over a 1.5-year period, worth $1M+annually in company revenue.

Accurately execute required export documentation for multiple accounts in various stages of completion in a highly time sensitive environment.

Responsible for working with sales team to onboard and integrate new customers and developing existing customer relationships.

Follow the sales order process through its entire life cycle.

Skills used: Salesforce, JDE, TMS, Client Connect, Microsoft 365, CI, Proforma Invoice,

Revenue cycle specialist

Go Health urgent care/Sandy Springs GA/March 2020-Aug-2021

Responsible for claim submission and claim resolution.

Researched and conducted follow up on all correspondence on assigned accounts.

Posted payments and denials in billing system.

Ensured patients accounts were thoroughly documented.

Skills uses: Epic, Medical terminology, Salesforce,

Medical billing specialist

True health diagnostics /Richmond VA/Feb 2019 Nov-2019

Collect delinquent accounts by making payment arrangements, monitoring payments and following when lapse payments occur.

Outstanding problem -solving and organizational abilities.

Reviewed patients’ records, identified medical codes and created invoices for billing purposes.

Submit electronic and payer claims to insurance companies including Medicare and Medicaid to collect medical payments.

Claims coordinator.

Unified physician management/Boca Raton, FL/June -2018-Nov-2018

Resolved issues withing the care centers.

Managed A/R denials, underpayments, payments not according to contractual agreements.

Resolve all unresolved issues that arise directly at the care centers.

Consistently communicate via telephone and/or email to multiple entities (internally & externally) to resolve these issues.

Document all accounts accordingly.

Skills used: Epic, salesforce, MS office,

Revenue cycle representative II

Piedmont Healthcare/Atlanta, GA/Nov-2017-May-2018

Account correction and adjustments

Payment posting

Insurance follow up and self-pay follow up.

Answering patient account inquiries and monitor billing errors and claim/line rejections.

Skills used: Epic, third-party insurance plan types of HMO, PPO, POS PMS

Customer service call center representative

FleetCor Technologies, Inc/Norcross GA/March 2016-April-2017

Provided accurate and appropriate information in response to customer inquiries.

Responded to an average of 60-80 telephone inquirers on financial issues in regard to balance, transaction and statement history.

Performed transaction research and negotiated fee reversals when appropriate.

Processed application for credit limit increase request.

Skills used: AS400, Fuelman, excel spreadsheet. Dunn & Bradstreet, general account functions, Invoice adjustments.

Medical billing and Insurance follow-up

Care Medical/college Park, GA/Feb 2015-March-2016

Processed and followed up on claims.

Setup delivery and scheduled repairs for patient home equipment.

Set patients up on payment plans.

Work denial reports daily.

Skills used: Sales force, payer website, excel spreadsheet,

Provider Claims Escalation Team/Call Center

Georgia Medicaid/Tucker GA/ 10/2011-10/2014

Handled claims issues, escalation and/or claims disputes.

Defused volatile customer situations calmly and courteously.

Accurately documented, researched, and resolved customer service issues.

Constantly met daily goals and objectives for optimal call center statices.

Skills used: MMIS, SQL, provider manual training. excel spreadsheet. Medicare/Medicaid third-party carriers.

Educational Background

Georgia State University/Atlanta GA 2009-2011-B. S

Community college of Philadelphia/Phila Pa/2003-2005- A.A.S

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