Customer Service Front Desk

Pamela J. Drybread

Arvada, CO

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

Front Desk Receptionist

Dynamic and detail-oriented Front Desk Receptionist with extensive experience and customer service management. Proven ability to enhance patient satisfaction, resolve billing issues, and manage high-volume patient scheduling efficiently. Strong background in developing effective communication channels between patients, and healthcare providers to meet the patients healthcare needs. Select Professional Experience

Colorado Concussion Clinic — Front Desk Receptionist Arvada, CO 11/24-03/25

● Customer Service: Welcomed and checked in patients, ensuring a smooth patient flow and enhancing overall clinic efficiency, resulting in improved patient satisfaction scores.

● Clinical Assistance: Prepared appropriate paperwork for each patient and measured their blood pressure and oxygen levels upon check-in, contributing to timely and accurate visits.

● Efficient Administration: Managed appointments for 17 providers across three locations, ensuring that each patient saw the appropriate provider according to approved insurance payment or advice of cost. Emmi Physician Services — Medical Billing Representative Golden, CO 01/2023 - 09/2024

● Claims Processing: Precisely completed claims paperwork and system entries, resulting in a 20% increase in claims accuracy.

● Patient Financial Evaluation: Established appropriate payment plans based on financial assessments, improving patient payment compliance by 30%.

● Customer Satisfaction: Enhanced patient satisfaction by providing clear explanations of charges and addressing concerns, evidenced by a 25% increase in positive feedback.

● Claims Resolution: Served as a liaison between patients and insurance companies, facilitating accurate claims processing and payment resolution, reducing average resolution time by 15%.

● Denial Management: Confidently handled claim denials and appeals, reducing claim denials by 40%.

● Payment Monitoring: Ensured timely payments from patients and insurers, minimizing outstanding balances by 35% through proactive follow-ups.

● Collaboration: Fostered strong relationships with healthcare providers to resolve billing issues efficiently, leading to improved communication and fewer discrepancies.

● Knowledge Maintenance: Actively updated knowledge of CPT and ICD-9 coding and billing regulations, ensuring compliance and accuracy.

Legacy Investment Corporation — Manager/Owner

Arvada, CO 02/2007 - 12/2023

● Operational Management: Managed daily operations and claims processing, contributing to a 50% increase in overall operational efficiency.

● Customer Satisfaction: Enhanced customer experience by resolving disputes promptly, achieving a 30% improvement in customer retention rates.

● Team Development: Built and maintained high-performing teams through effective recruitment and training, leading to a 20% increase in employee productivity.

● Quality Control: Implemented quality control measures that reduced errors by 25%, ensuring high standards of service delivery.

WellPoint, Anthem Blue Cross — Customer Care Manager Denver, CO 01/2006 - 01/2007

● Customer Service Excellence: Resolved customer complaints effectively, enhancing satisfaction scores by 15%.

● Team Leadership: Led daily team meetings focused on performance review and target setting, motivating staff to achieve sales goals.

Canadian Meds USA — Call Center Manager

Denver, CO 01/2004 - 12/2006

● Call Management: Managed 60+ incoming calls, emails, and faxes daily, maintaining a 98% customer satisfaction rating.

● Conflict Resolution: Resolved staff conflicts and promoted a supportive work environment, leading to a 20% decrease in turnover rates.

US West Service Link — Strategic Account Manager

Denver, CO 01/2003 - 03/2004

● Client Relationship Management: Developed customized strategies for key accounts, increasing account retention by 25%.

Qwest Communications — Operations Manager

Denver, CO 07/1969 - 02/2001

● Account Management: Managed a portfolio of key accounts, ensuring high levels of client satisfaction, which resulted in a 30% expansion of services within existing accounts.

● Team Empowerment: Conducted performance reviews and developed action plans that enhanced employee accountability and performance outcomes.

Education

Metropolitan State College, Denver, CO

Business and Human Services

Skills

● Claims Processing Proficiency

● Patient Confidentiality Practices

● Denial Resolution Techniques

● Organizational Abilities

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