Customer Service Office Manager

Linda Grumbles

Bryan, TX ***** 318-***-**** ************@*****.***

Meticulous Office Manager with a strong background in patient/client service environments. Adaptable, energetic, and customer-oriented individual with exceptional listening skills. Easily adaptable to high- pressure, dynamic situations. Experienced in healthcare claim administration, insurance verification, and payment posting. Proficient with EMRs and EHRs and strong background in Medicare/Medicaid (CMS). Devoted to delivering quality service and exceeding expectations. 20+ years of experience on both Provider and Payor processes.

Customer service Problem-solving

Conflict management Leadership qualities

Oral and written communications Listening skills

Time management Coaching and mentoring

Payment processing Sales expertise

Front Desk Manager, 10/2020 - 07/2024

Hollingsworth Family Eyecare – McKinney, TX

• Processed insurance verification and patient intake forms with attention to detail.

• Enhanced patient satisfaction by consistently providing friendly and efficient service.

• Managed patient scheduling and coordinated appointments to optimize clinic workflow.

• Facilitated communication between patients and medical staff, ensuring accurate information exchange.

• Maintained electronic health records, ensuring data accuracy and compliance with regulations.

• Assisted in resolving patient inquiries, enhancing overall patient satisfaction experience..

• Implemented front desk protocols that improved patient flow and reduced wait times.

• Coordinated patient scheduling, check-in, check-out and payments for billing. Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.

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Handled financial transactions related to copayments or self-pay fees while adhering to company policies regarding payment collection.

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Professional Summary

Skills

Work History

Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.

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Reduced errors in medical recordkeeping by meticulously reviewing documentation for accuracy before filing or distributing it.

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• Completed administrative patient intakes with case histories, insurance information and mandated forms.

• Prepared and processed patient referrals and transfer requests. Coordinated referrals through insurance and other medical specialists and documented details in patient charts.

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• Processed medical insurance claims and payments.

• Managed office bookkeeping with insurance billing and patient payments.

• Assisted with medical coding and billing tasks.

Medicare Compliance Officer, 08/2016 - 08/2019

Vantage Health Plan, Inc. – Monroe, LA

• Managed service operations, ensuring compliance with quality standards and customer satisfaction. Assisted in the creation and management of a formal Medicare Grievance and Complaint Customer Service Unit within the parameters set forth within CMS guidelines, rules, and regulations.

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Controlled resources and assets for department activities to comply with industry standards and government regulations.

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• Streamlined and monitored quality programs to alleviate overdue compliance activities. Conducted regular audits of service procedures, identifying areas for enhancement and implementing best practices.

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Dental Office Manager, 01/2015 - 04/2016

Wise Dental – Celina, TX

Collaborated closely with dentists to create customized treatment plans that best met individual patient needs while maximizing practice profitability.

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Maintained strict confidentiality of all patient records, ensuring compliance with HIPAA regulations and safeguarding sensitive personal information.

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Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.

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• Led initiatives to optimize office workflows, resulting in reduced wait times for patients. Boosted dental practice revenue by optimizing billing procedures and diligently following up on outstanding payments.

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Maintained a professional and welcoming atmosphere, fostering strong relationships with patients and encouraging referrals.

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Dental Client Service Manager/Project Manager, 04/2005 - 01/2011 CIGNA Healthcare – Sherman/Dennison, Texas

• Collaborated with sales teams to align services with client needs and expectations.

• Managed escalated client issues, ensuring timely resolution and maintaining strong relationships.

• Oversaw performance metrics, driving continuous improvement in service quality and efficiency. Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients..

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Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.

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Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.

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Maintained client files with sales contracts, records of client interactions, client notes, and other information.

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Monitored performance metrics, using data analysis to identify areas of improvement in service delivery and customer experience.

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• Established performance and service goals and held associates accountable for individual performance. Identified potential upselling opportunities and presented tailored service offerings to existing clients, resulting in revenue growth.

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Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty..

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• Led cross-functional teams to deliver projects on time and within budget National Key Account Manager, 08/1990 - 10/2004

BCBSTX – Dallas, TX

Fostered strong partnerships with executive stakeholders, enhancing collaboration and communication across departments.

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Conducted regular business reviews with key clients to assess performance, address concerns, and implement improvements.

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Utilized CRM systems for tracking account activity, managing sales pipelines, and forecasting revenue projections effectively.

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• Provided exceptional support to clients, fostering long-term partnerships and generating repeat business.

• Achieved successful contract negotiations by utilizing strong persuasion skills and industry knowledge. Responsible for large dedicated account from the point of sale through annual renewals. Examples of clients are: The Texas A&M University System, Dean Foods, FINA Oil and Petrochemicals, Brookshire Grocery, The State of Texas Employees and State Retirement Accounts (ERS)

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• During my 6 years as National Account Manager, I maintained a perfect record of 100% client retention Education

No Degree: Liberal Arts And Sciences

Stephens College - Columbia, MO

No Degree: Animal Science

Texas A&M University - College Station, TX

Political Science And Government, Expected in 08/2027 Hillsdale College - On Line Study

Coordinated community outreach initiatives to promote volunteer engagement and participation in The Sisters of the Streets Mission in Monroe, La

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• Big Sister Organization, volunteer work as needed. Assisted with special events and programs. Volunteer work with The Arbor, a substance abuse and addiction treatment center with a special focus on animal therapy.

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• Supported efficient operations at homeless shelter, preparing meals and organizing supplies.

• Coordinated food drives for improved local food bank stock levels. 1. Tina McMahon, Office Manager @ Hollingsworth Family Eyecare. Phone # is 469-***-**** 2 Dr. Jeffrey Hollingsworth, Optometrist @ Hollingsworth Family Eyecare. Phone# 972-***-**** 3. LaTanya Hill, Special Project Manager, Former Call Center Manager @ CIGNA, Phone# 903-***-**** Volunteer work

References

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