Customer Service Account Representative
Resume:
GERALENA L. WILLIAMS
Carrollton, TX 75007
CELL 214-***-**** ****************@*****.***
SUMMARY
Enthusiastic, hardworking and self-motivated professional with excellent interpersonal skills seeks a position with a company that offers career growth, professional development and stability. Establishing good client relationships and maintaining an excellent rapport with colleagues and executive management are proven to be my greatest asset. Additional skills include managing account reviews/updates, insurance follow, customer service & relations, research and billing adjustments, expediting resolution and discrepancies, strong written/verbal communication skills.
EDUCATION
San Joaquin High School, Irvine CA, High School
PROFESSIONAL EXPERIENCE
ManPower - JPMorgan Chase- Ft Worth TX
10/2021 - 7/2023 Transaction Specialist - Banking
●Input work into database to be filed and processed
●Remained detail oriented to ensure the quality of work that was being input
●Maintained focus on customer service so all client needs and deadlines were met
●Adhered to bank regulations, policies and procedures to eliminate risks
●Used a combination of equipments and Microsoft programs to sort incoming mail
●Escalated upcoming client transmissions to so deposits were missed
●Maintained and built high production & quality standards in target areas while striving to exceed site goal every month
●Assisted with filling gaps in the daily workflow in multiple areas of the business while ensuring service level agreements were on track to be fulfilled
●Worked effectively across different shifts and areas of business
Prime Healthcare- Plano TX
09/18 - 4/20 Patient Account Representative – Insurance
●Followed up on aged receivables as needed
●Reviewed and maintained accounts daily
●Requested claims electronically secondary and third insurance billings as required
●Strong knowledge of Commercial/Veteran claims processing to secure an expected remittance
●Identified and communicated payer trends and issues to management on a timely basis
●Perform follow-up calls to carriers and patients to adhere to the revenue cycle process
●Insurance verification
●Collect, reconcile and process self pay billing issues and inquiries
●Assist billing department staff with billing issues as needed
Vibra Healthcare- Irving TX
11/17 - 6/18 Patient Account Representative – Insurance
●Followed up on aged receivables as needed
●Reviewed and maintained accounts daily
●Requested claims electronically secondary and third insurance billings as required
●Strong knowledge of Commercial claims processing to secure an expected remittance
●Identified and communicated payer trends and issues to management on a timely basis
●Perform follow-up calls to carriers and patients
Navigant Cymetrix- Lewisville TX
12/12 - 4/17 Patient Account Representative – Insurance/Self Pay
●Responsible for making a minimum of incoming and outgoing of 60 calls per day fulfilling business related requests from patients and insurance companies
●Expediting and completing all assigned projects, adhering to compliance timeframes with accuracy
●Ability to assist clients and patients effectively by reviewing and auditing documents related to commercial insurance guidelines
●Completed all requested tasks by conducting insurance follow with a minimum of 60 accounts per day and performing necessary adjustments according to aging report
●Excellent knowledge of the Cymetrix database and other hospital-based systems to accurately input/or view patient medical billing information according to business needs of the department
●Legal support – file and release claim of liens, review settlement offers for approval, update system with bankruptcy and probate notices, track and report possible legal issues to management, maintain all legal request from attorneys and patients
●Researched and responded to all patient inquiries received via telephone and mail
●Updated patient demographic information and initiated account/billing adjustments
Concentra Urgent Care- Addison TX
09/08–12/12 - Collection Senior Lead Representative
●Communicated with various customers, which included employers, insurance companies, TPA’s and Laboratories
●Processed billing accounts that needed correspondence and follow up
●Received, audited and researched patients and insurance companies inquiries and complaints
●Initiated collection calls to patients, insurance companies and employers to make payment arrangements
●Requested documentation and verification from clinics to support charges for expedited resolution of discrepancies
●Corrected insurance information and redirected bills to the appropriate payor
Tenet Healthcare- Frisco TX
03/99-03/08 - Collection Representative
●Collected delinquent hospital accounts 30 to 120 past due
●Specialized in the resolution of hard to collect portfolios
●Maintained and established a good rapport with hospitals and insurance companies
●Verified and followed up on insurance, billing and claims management
●Patient negotiations
●Legal liaison for in-house and outside counsel
●Collected patient payments and reconciled accounts
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