Customer Service Representative

SONYA SMITH **** Hirsch Rd Houston,TX

(p)346-***-****(e)***********@*****.***

OBJECTIVE

Providing exceptional service to clients and customers by effectively resolving inquiries, building strong relationships, and exceeding expectations to foster loyalty and positive brand perception. EXPERIENCE

Solis Medical Laboratory

Client Service Representative

February2024-March 2025

• Investigating and addressing complaints regarding test results, billing discrepancies, or service delays.

• Explaining the purpose of specific tests, specimen requirements, and potential turnaround times to clients.

• Maintaining accurate records of client interactions, including call logs and issues resolved.

• Collaborating with technicians and scientists to resolve complex issues related to specimen collection or testing.

• Adhering to HIPAA regulations and laboratory quality standards when handling patient data.

• Scheduling specimen pick-up appointments

• Checking for missing or inadequate information on requisitions

• Explaining proper specimen handling procedures

• Following up on outstanding results with clients

• Escalating critical issues to appropriate personnel HelpMates Staffing (Datafied)

Medical Records Auditor/ Customer Service Specialist (Remote) Jan 2024-Aug 2024

• check the work of medical coders and billers.

• identifies incomplete documentation that could affect a healthcare facility's livelihood by examining the coding procedures and ensuring the organization complies with regulatory requirements.

• identify fraudulent claims, outliers, reimbursement deficiencies, inefficiencies, incorrect codes and poor documentation to improve the organization being challenged by the government or insurance companies.

• education to other healthcare professionals regarding correct documentation and detailed recommendations to improve the organizations procedures and policies.

Talent Staffing (East Division)-Veterans Source

Military Benefit Specialist ( Call Center-REMOTE)

April 2022-Jan 2024

• Respond to an average of 30 or more inbound phone calls per day.

• Receive calls from medical providers to answer questions about claims they have submitted – the status, reasons for denial or payment amounts.

various systems to find the sometimes-complex information and be expected to patiently explain it in a way that is easy-to-understand.

• Quickly and efficiently respond to billing agents in hospitals and clinics regarding claim payment statuses, billing inquiries, and correcting billing errors as needed.

• Maintain a high level of accuracy in handling confidential information and records.

• Provide exceptional customer service to ensure B positive experience for each caller

EDUCATION

Barbara Jordan High School – Diploma 2004

Business Administration-Argosy University

SKILLS

• Project management

• Communication

• Laboratory Experience

• Insurance Verification

• Call Center / Customer Service

• Quality Assurance Controls

• Microsoft Office/SAP

• Leadership

• Attention to detail

• Insurance Verification

• Medical Records Auditor

• Refund/Payment Processing

• Data Entry

REFERENCES

Upon request

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