Customer Service Billing Specialist

Ebony Morgan

Baker, LA ***** ******.*******@*****.***

Cell:318-***-****

Objective

Medical Billing Specialist with extensive expertise in healthcare accounting and management, adept at handling complex billing processes and ensuring compliance with HIPAA standards. Demonstrates proficiency in Epic/Ace and Microsoft Office, with a strong focus on detail and accuracy in updating patient accounts and resolving claim disputes. Committed to enhancing operational efficiency and customer satisfaction through innovative problem-solving and effective communication.

Work Experience

Sutter Health-Medical Billing

October 2023 – present

Manage patient and insurer calls, ensuring precise data exchange and authorization.

Facilitate claim updates and medical record requests for streamlined processing.

Process payments, update coverage, ensuring precise account management.

Resolve coverage issues, clearly explaining solutions to callers.

Maintain detailed records, enhancing service quality and satisfaction.

Coordinate with providers, insurance companies, and legal offices to resolve billing discrepancies and facilitate smooth information exchange.

Analyze claim denials, interpret complex medical codes, and implement effective strategies to reduce billing errors and improve reimbursement rates

Contract

Getix- Insurance Follow Up Specialist

March 2023 to October 2023 (6 month contract)

Manage accounts, ensuring accuracy and timely insurer follow-ups, enhancing revenue cycles.

Resolved claim discrepancies, improving account reconciliation and boosting patient satisfaction.

Enhanced patient account updates, reducing errors and delays through effective communication.

Efficiently appealed claims, assisting in cash posting, consistently meeting quotas.

Facilitated interdepartmental communication, resolving errors and optimizing billing accuracy.

Streamlined claim appeals process, reducing discrepancies and enhancing account reconciliation for improved revenue cycle management.

Consistently met account quotas while maintaining high-quality standards in claim appeals, driving efficient resolution of complex insurance issues.

Facilitated cross-departmental communication to resolve account errors, significantly improving overall accuracy and patient satisfaction

Contract Customer Service Representative- full time

Alorica

September 2021 to November 2022

•Managed customer calls for vaccine card replacements, ensuring data accuracy and user satisfaction.

•Resolved claim errors and assisted with account setups, boosting service efficiency

•Entered missing customer info, improving profile accuracy and service reliability.

•Streamlined vaccine card replacement process, reducing call times and enhancing satisfaction.

•Updated customer profiles meticulously, ensuring data completeness for better service delivery.

•Streamlined vaccine card replacement process, reducing call handling time and boosting customer satisfaction while maintaining data accuracy.

•Meticulously updated customer profiles and rectified claim errors, enhancing data integrity and minimizing processing delays.

•Guided customers through account creation and test result retrieval, improving user experience and service accessibility.

•Identified and resolved claim discrepancies, contributing to improved operational efficiency and customer service quality.

Contract Customer Service Representative

Concentrix-contract

February 2021 to September 2021

Verified client data, ensuring compliance and accuracy, enhancing team efficiency.

Scheduled and managed appointments, optimizing time and client satisfaction.

Resolved insurance queries, improving client understanding and service quality.

Streamlined data verification processes, ensuring accuracy in client information and compliance with industry standards for H&R Block and UnitedHealth.

Optimized appointment scheduling and time management, leading to improved client satisfaction and operational efficiency in customer service tasks.

Demonstrated proficiency in medical coding, billing, and terminology while maintaining strict adherence to HIPAA regulations for sensitive information.

Resolved complex insurance queries and facilitated payment processing, effectively addressing member concerns and enhancing understanding of policies.

Implemented refined data entry procedures for UnitedHealth, boosting accuracy and efficiency in managing member information and plan details

Assistant Store Manager

Walmart- Natchitoches, LA

July 2019-February 2021

•Managed task allocation, improving team efficiency and productivity.

•Oversaw shelf stocking and break schedules, ensuring smooth operations.

•Coordinated vendor check-ins, enhancing supply chain reliability.

•Handled team schedules and budget, optimizing resource allocation.

•Led team scheduling, vendor relations, and inventory management, driving operational efficiency and enhancing customer satisfaction

•Fostered a cohesive work environment, delegating tasks effectively and mentoring staff to boost productivity and team morale.

•Implemented streamlined processes for break management and budget control, resulting in optimized resource allocation and cost savings

•Oversaw meticulous shelf stocking procedures and vendor check-ins, ensuring product availability and maintaining store presentation standards.

•Spearheaded strategic initiatives in task assignment and team development, cultivating a high-performance culture and driving store success

Representative/branch Manager - part time

Cash 2 U - Natchitoches, LA

January 2018 to September 2020

•Managed customer inquiries, ensuring satisfaction and retention through effective problem-solving.

•Updated client records, maintaining accuracy and enhancing service quality.

•Resolved billing issues, improving customer loyalty and reducing churn rates.

•Built positive relationships with clients, fostering trust and repeat business.

•Led customer service team, resolving complex inquiries and enhancing client retention through strategic problem-solving and personalized support.

•Implemented new customer information management system, streamlining processes and significantly improving data accuracy and accessibility.

•Fostered positive team dynamics, mentoring staff to excel in professional communication and conflict resolution, boosting overall branch performance.

•Analyzed customer feedback trends, identifying key areas for service improvement and developing targeted strategies to address pain points.

•Spearheaded branch-wide initiative to enhance customer experience, resulting in measurable increase in satisfaction scores and client loyalty

Sales Floor Manager

Aaron’s Furniture - Natchitoches, LA

February 2017 to January 2019

•Led sales and marketing, boosting customer base and sales revenue with strategic initiatives.

•Enhanced customer loyalty by fostering strong, lasting relationships, ensuring repeat business.

•Implemented effective sales strategies, achieving measurable growth in customer satisfaction.

•Led sales team to exceed targets, implemented customer retention strategies, and optimized floor layout for improved sales performance.

•Pioneered new sales techniques, revamped product displays, and introduced digital tools to enhance customer experience and boost conversion rates.

•Fostered team synergy, mentored new hires, and coordinated with suppliers to ensure product availability, enhancing overall store performance.

•Analyzed sales trends, customer feedback, and market data to inform strategic decisions, resulting in targeted promotions and increased revenue.

•Anticipated market shifts, introduced innovative furniture lines, and reimagined store layout, positioning Aaron’s Furniture as a trendsetter in the Industry

Claim Specialist

Louisiana Workforce- Unemployment - Shreveport, LA

February 2017 to January 2018

•Assisted clients in claim processing, enhancing satisfaction and efficiency.

•Reviewed and analyzed claims, ensuring accuracy and compliance.

•Authorized payments, resolving discrepancies for improved client trust.

•Investigated claims, reducing errors and improving processing times.

•Analyzed complex insurance claims, ensuring accurate processing and timely authorizations, while investigating discrepancies to maintain integrity of claims system.

•Guided clients through claim filing process, providing clear updates on status and resolving inquiries, enhancing overall customer satisfaction and trust.

•Meticulously reviewed claim cases, identifying potential issues and implementing solutions to streamline the claims process and reduce processing time.

•Optimized claim payment procedures, resulting in faster turnaround times and improved accuracy, leading to enhanced client experiences and operational efficiency.

•Partnered with cross-functional teams to address complex claims, fostering a collaborative environment that improved decision-making and claim resolution rates.

Store Manager

Cubesmart - Baton Rouge, LA

September 2016 to January 2017

•Led store operations, enhancing efficiency and customer satisfaction.

•Optimized payment and rental processes, increasing revenue.

•Ensured equipment reliability and maintained property standards

•Handled customer inquiries and follow-up calls, driving revenue growth.

•Fostered positive customer relationships through attentive service.

•Worked closely with team to ensure smooth store operations. Coordinated unit rentals, maintained property cleanliness, and collaborated on strategies to improve customer experience.

•Spearheaded store operations, driving efficiency and customer satisfaction. Streamlined payment processes, boosting revenue and enhancing overall performance.

•Maintained rigorous property standards and equipment reliability. Conducted thorough customer follow-ups, directly contributing to revenue growth

Reason left: Moved to another city

Receptionist/Data Entry

Southern University - Baton Rouge, LA September 2014 to September 2016

Managed phone communications, ensuring efficient appointment scheduling and office organization.

Managed multi-line phone system, maintained pristine office environment, coordinated appointments, supported marketing initiatives, and executed diverse clerical tasks

Managed precise data entry, ensuring accurate records and inventory balance.

Coordinated supply orders, optimizing costs and streamlining processes.

Reviewed shipment files for compliance, enhancing efficiency.

Facilitated bid processes, boosting competitiveness and efficiency.

Improved document management, enhancing data accessibility.

Spearheaded process improvements in supply management and file preparation, leading to substantial increases in operational efficiency.

Facilitated seamless communication between departments, enhancing organizational competitiveness through efficient bid processes.

Conducted thorough reviews of shipment files, ensuring compliance with regulations and identifying areas for efficiency improvements.

Optimized data entry processes, ensuring accurate records and inventory balance while streamlining supply order coordination for cost efficiency

Customer Service Representative

Walgreens

January 2013 to July 2016

Assisted customers, improving satisfaction through effective communication and support.

Organized night shifts, ensuring seamless transitions and operational efficiency.

Managed inventory, maintaining optimal stock levels and reducing discrepancies.

Handled cash transactions accurately, enhancing financial accountability.

Collaborated with pharmacy staff, supporting medication management and customer inquiries.

Optimized customer service processes, resulting in reduced wait times and improved satisfaction scores. Streamlined inventory management, enhancing operational efficiency.

Fostered strong teamwork in pharmacy operations, ensuring seamless medication dispensing. Implemented cross-training initiatives, boosting overall department productivity.

Meticulously managed cash transactions and inventory counts, maintaining accuracy in financial records. Developed efficient restocking strategies, minimizing product shortages.

Proposed and implemented new customer greeting protocols, enhancing the shopping experience. Devised creative solutions for organizing merchandise, improving store aesthetics

Leasing Agent (Part-Time)

Warren Apartments

June 2011 to December 2013

Leased apartments efficiently, boosting occupancy and tenant satisfaction.

Managed leasing paperwork, ensuring accuracy and compliance.

Showcased properties, enhancing prospective tenant interest.

Processed payments promptly, maintaining financial accuracy.

Coordinated maintenance requests, improving response times.

Streamlined leasing process, reducing vacancy rates and boosting tenant satisfaction. Managed diverse responsibilities from showcasing units to processing payments.

Meticulously handled paperwork and maintenance orders, ensuring accurate records and swift resolution of tenant issues. Improved operational efficiency.

Fostered positive relationships with prospective tenants, effectively showcasing apartments and guiding them through the application process.

Implemented new strategies for apartment showcasing, resulting in increased interest and faster leasing times. Optimized payment processing systems.

Analyzed market trends to adjust leasing strategies, contributing to higher occupancy rates. Efficiently managed maintenance requests for tenant satisfaction.

Child Care Provider (Part-Time)

Country Day School

September 2011 to December 2012

Ensured children’s hygiene and comfort, improving daily routines.

Prepared nutritious meals, enhancing children’s health.

Supported homework completion, boosting academic performance.

Organized engaging activities, fostering creativity.

Maintained detailed records, ensuring safety and progress

Nurtured child development through personalized care, educational activities, and maintaining a safe, stimulating environment for optimal growth.

Managed daily routines, ensuring timely meals, hygiene practices, and age-appropriate learning experiences while meticulously documenting child progress

Shift Manager

Popeyes -cashier

March 2010 to October 2012

•Led team in delivering exceptional customer service, enhancing satisfaction and repeat visits.

•Ensured compliance with food safety procedures, maintaining high hygiene standards.

•Managed cash operations efficiently, reducing discrepancies and ensuring accurate transactions.

•Led team in implementing efficient food prep procedures, resulting in reduced wait times and improved customer satisfaction.

•Fostered teamwork to streamline order processing, enhancing overall operational efficiency and service quality.

•Ensured meticulous cash handling and accurate inventory management, minimizing discrepancies and maintaining financial integrity

Receptionist

Kinduct Records

February 2009 to October 2012

•Managed phone communications, ensuring efficient appointment scheduling and office organization

•Managed multi-line phone system, maintained pristine office environment, coordinated appointments, supported marketing initiatives, and executed diverse clerical tasks

•Streamlined appointment scheduling process, enhancing efficiency. Contributed to successful marketing events, boosting company visibility and client engagement

•Fostered positive client relationships through professional phone interactions. Worked closely with marketing team to ensure smooth event execution

•Implemented new filing system, improving document retrieval speed. Proposed and executed office layout changes, optimizing workspace functionality

Education

High school Diploma

Zachary High School Graduate 2009

Associate Degree in Business Tec Baton Rouge Community College Graduate 2013

Associate degree- Healthcare Accounting Ultimate medical academy Graduate 2023

Coastal Driving Academy. 8 week Training Course. Recent Graduate 2023

Skills

•Class B endorsements

•DOTD Natchitoches, LA

•Ar Up Follow up

•Medical Billing and Coding

•Healthcare Settings

•Medical Background

•Medical records request

•EHR/EMR

•CRM’s

•Medical Dispute

•Authorization denials/rejection

•Epic/Ace Training

•Patient Scheduling

•Insurance Verification

•Microsoft Office

•Word

•PowerPoint

•Excel

•Publisher

•Access

•Quick book

•Bookkeeping

•Data Entry/database

•Typing 60+ words/per minute

•Office Manager

•Retail Manager

•Sales Manager

•Windows

•Remote desktop

•Medical Billing

•Call Center

•Medical scheduler

•Bus Driver

•ROI/Medical Request

•Microsoft Outlook

•Help Desk

•Store Management Experience

•HIPAA

•Pricing

•Computer Networking

•Management

•Leadership

•Communication skills

•Epic/Ace

•Dispute

•Commercial driving

•Data collection

•Payroll

Certifications and Licenses

Associate Of Science

Class A CDL

May 2022 to August 2027

Healthcare Accounting AAS-2023

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