Client Services & Billing Operations Lead

PRIMARY JOB RESPONSIBILTIES

Orchestrated and arranged numerous appointments, conference calls, and meetings; screened all incoming calls and visitors for urgency, and strategically delegated them to the most suitable department or resource.

Delivered top-notch customer service by analyzing and resolving client-specific concerns.

Led and mentored team members on procedural alterations and updates.

Provided insightful direction and guidance to clients on various service options.

Ensure payment received through third party payors is correct the correct contractual government reimbursement rates.

Assist with special projects to ensure departmental goals are met.

Provide management and functions as subject matter for compliant billing for government payors.

PROFESSIONAL EXPERIENCE

02/2023- Current

HARRIS COUNTY TOLL ROAD

Customer Service Analyst

Data collection and analysis: Gather and analyze data from customer feedback, support tickets, and service interactions to identify trends and patterns

Reporting: Create reports that summarize findings and provide insights to management

Process improvement: Identify inefficiencies in customer service processes and propose solutions to improve efficiency

Performance measurement: Track and measure performance metrics like customer satisfaction scores, resolution rates, and response times

Training and development: Identify training needs for the customer service team

Customer support: Provide solutions to customer issues, investigate complaints, and maintain customer databases

Communication: Communicate with customers through phone, email, and social media

06/2022 – CIGNA HEALTHCARE

PAYMENT ENROLLMENT SUPERVISOR

Managing enrollment processes: Ensuring enrollment processes are accurate and efficient

Quality assurance: Assisting with quality assurance, reporting monitoring, and member information reconciliation

Research discrepancies: Resolving discrepancies in enrollment activities

Customer service: Handling and evaluating customer inquiries and complaints

Eligibility processes: Ensuring the integrity of enrollment eligibility processes

Collections, Revenue, Patient Assisting

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