Customer Service Specialist

HEATHER STEVENS

Gatesville, Texas ***** ● 254-***-**** ● *******.*********@*****.***

PROFESSIONAL SUMMARY: Administrative professional with experience working and communicating effectively with diverse populations; experience participating in one-on-one or group orientations to explain programs and services while staying up-to-date on all changes; strong ability to organize, set priorities, work independently, and complete multiple projects within established deadlines and with consideration for the best possible outcomes; knowledge and understanding of medical concepts; computer literate with the ability to learn and master company and industry specific software. SKILLS

Customer Service • MS-Office proficiency • Presentation Skills • Academic Advising

• Office Management • HIPAA • Training/Assessment • Skills Development

• EPIC/Excel/Outlook • Writing/Editing • Research/Analysis • Record Keeping

• Public Relations • Problem-Solving • Time Management • Billing/Collections EXPERIENCE

Baylor Scott & White Health, Gatesville, Texas 02/2021 – 03/2025 Patient Service Specialist 1

• Check patient’s in/out of their appointment, verify insurance benefits, scheduled outgoing referrals, obtained authorization for any referrals that the insurance required, obtained estimates daily

• Educated patients on their insurance and provided the documentation from the company

• Collected copays/Balances on accounts, Balance cash drawer daily with daily deposit TDCJ, Gatesville, Texas 02/2020 – 02/2021

HR Clerk

• Processed payroll in a timely manner, verified employee time/overtime

• Maintained employee records, evaluations, disciplinary paperwork, FMLA

• Coordinated and presented presentations and supplied employees with all necessary new employee paperwork

• Provided with excellent customer service responding to inquiries in person or by phone Hillside Medical Lodge, Gatesville, Texas 06/2019 – 03/2020 CNA (Certified Nurse’s Aide)

• Worked with patients one-on-one or in groups trying to meet their daily needs, such as brushing hair, teeth, putting on make-up, making sure they are properly cared for

• Maintained vitals on all patients

• Communicated with nursing staff on each patient’s needs/wants, complaints

• Arranged appointments for the patients and verified date/time with patients’ family

• Assisted with taking patients to different activities

• Ensured confidentiality of patient information to uphold and comply with HIPAA laws Rehab Tech 01/2017 – 02/2020

• Maintained the cleanliness of the gym for the patients instructed therapy by the PT, OT, or ST

• Verified insurance benefits, scheduled patients for therapy, processed insurance authorization for therapy services

• Billed insurance for therapy services that were rendered Page 2 Josie Jobseeker 254-***-**** *****.*********@*****.*** Coryell Medical Clinic, Gatesville, Texas 06/2015 – 01/2020 Registration Clerk/Referral Clerk

• Assisted patients with checking in/out of appointments

• Verified insurance benefits, obtained authorizations for tests or procedures

• Collected copays for appointments or payments on previous appointments

• Answered multi-line phones to schedule patients for appointments, or transfer to the correct department

• Screened phone calls for the providers/nurses

EDUCATION

Temple College 2017 - 2021

Bachelor of Nursing – unable to complete due to accident ACCOMPLISHMENTS

• CNA License - 2018

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