Customer Service Representative

Chinequa Johnson

Revenue Cycle Professional

*********@*****.***

Lewisville, TX

Direct: 214-***-****

Professional Summary

Highly skilled healthcare revenue cycle professional with an experienced working knowledge in hospital/physician-based collections and/or medical insurance background. Works collaboratively with project team leads, supervisors and clients to resolve patient account balances while providing a great patient experience. Adept in identifying, analyzing, and interpreting trends or patterns in patient billing and collections for immediate resolution. Fully trained on FDCPA and HIPAA guidelines.

Work History

Customer Service Representative- Contract Opportunity 9/2019 – 11/2019

Intellicentrics

Take inbound and outbound calls

Validate medical credentials through phone, chat, or email

Approve or deny credentials

Collect customer payments

Maintain and update customer information as necessary

Ensure timely and accurate processes

Customer Service Representative- Contract Opportunity 4/2019 – 8/2019

AmerCare

Handle customer calls

Data Entry of invoice orders

Provide and ensure customer satisfaction

Handle advanced residential billing and service issues

Maintain and update customer information as necessary

Assist team with all support functions

Retention Customer Service Representative 4/2018 – 10/2018

Terminix

Handle customer calls who are at risk of cancellation and resolve complaints/concerns

Provide superior customer service to existing customers

Handle advanced residential billing and service issues

Communicate with branch personnel to resolve service and scheduling issues

Maintain and update customer information as necessary

Assist team with all support functions

Provide thorough training to new representatives

Patient Account Representative, PFS 4/2016-2/2018

Navigant Cymetrix

Made outgoing calls on predictive dialing system to patients on past due hospital accounts to collect out of pocket responsibility.

Received incoming calls from patients, educating customers on insurance payments, reimbursement and patient’s responsibility

Resolved account balances to zero prior to accounts being forwarded to an outside agency for collections

Handled escalation calls including but not limited to updated insurance billing, patient disputes, account balance review and contractual adjustments.

Research all patient requests on open, closed and denied accounts.

Detailed notation/documentation of patient billing information (patient demographics, insurance, payment Information, etc.) in both Navigant’s proprietary system and client’s system.

Collections Agent 11/2011- 2/2015

Regional Adjustment Bureau

Collected and managed both business and residential portfolio of accounts.

Assisted clients with account questions, collected payments and assisted with account deferment requests

Trained new agents on client workflow and accounting system.

Customer Service Representative 06/2007- 08/2009

Aegis

Assist customers with online orders

Placed online for customers

Process customer payments

Areas of Expertise

Excellent Communication Skills

Detailed & Organized

Team Player & Fast Learner

Open Minded & Strong Work Ethic

Punctual & Productive

Type 55+ WPM

Education

High School Diploma

May 2013

Lewisville High School

Course Studies in Psychology

Current

National American University

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