Remote Customer Service Lead with Healthcare Expertise

RUTHIE CURTIS

**** *** ***** **** **, Apt ***, Powder Springs, Georgia, 30127, US • 404-***-**** • *********.*****@*****.***

Professional Summary

Senior Customer Service Patient Accounts Manager with Hospital Patient Access certification

Insurance Claims Processor committed to achieving established targets, and contributing to company profitability through efficient claims management with knowledge in government medical plans, including PPO, POS, HMO, EPO, Tricare, Champ VA, Tricare Medicare, Medicaid

• Technical & Medical Skills:

• Medical Terminology & Transcription

• Medical Coding & Records Auditing

• Appeals & Claims Processing

• Electronic Medical Records Management, AI writing

• Financial & Dispute Resolution Skills

• High Dollar Account Collections & Recovery

• Complaint & Dispute Resolution

• Coaching and mentoring for Conflict Management

Education

Administrative Assistance and Secretarial Science

Prairie State College - Chicago Heights, IL

Medical Transcription - Certificate -

Olympia Fields Osteopathic Medical Center - Olympia Fields, IL

Medical Insurance Coding - Asset Management Coding School - Atlanta, GA

Medical Secretarial - Patient Access Representative –

Hometown Health University-Cumming, GA

Systems knowledge

AS400,ASC400, Athena, Meditech, Facet, DDS, Pronet, Client Cisco, People safe, Salesforce, BlueCare, ACT2, ACE, Amysis, Citrix, Centricity, Fieldglass, SafeNet, MobilePass, Epic system, Cass, RIMS, Acclaims, First Data, PowerMHS, Mestamed, Peoplesafe,

Office Experience, Microsoft Excel, Word, PowerPoint, Outlook, Google Workspace,

Work History

Homecare Assistant April 2022- April 2025

Senior Customer Service Analyst - October 2021 - March 2022

Net2Source Inc. - Plano, TX

Evaluated caller accounts to determine pharmacy benefits, identify service needs, and resolve problems.

Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.

Worked with a solid team of 100+ customer service associates to handle Medicare D drug prescriptions customers in a demanding inbound call center remote setting. Collaborated with the external CVS locations, Pharmacist to achieve highest level of patient refills

Customer Service Representative – May 2016 - September 2019

ApolloMD - Sandy Springs, GA

Provided primary customer support to internal Physicians and external hospitals with billing concerns customers in a fast-paced environment.

Create and maintain accounts for the members.

Address customer service and billing concerns by processing exchanges, issuing refunds, and adjusting invoices to ensure resolution and customer satisfaction.

Provided superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.

Efficiently handled customer requests through phone and email providing prompt responses and accurate information to address inquiries

Customer Service Support Specialist – October 2011 - August 2015

Southern Regional Medical Center - Riverdale, GA

Answered 80+ inbound calls per day to discuss hospital billing and account concerns to ensure open accounts were resolved to patient satisfaction. directed them to the appropriate people or departments if required. Prevented key account losses by investigating discrepancies and taking corrective action. Explained billing procedures to customers, processed payments, and assisted with payment option setup. Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations. Processed Medicare electronic records for appeal processes, Process refund checks Updated the Athena system with order details, customer information, preferences, and billing details.

Patient Financial Services Representative – November 2006 - June 2011

MedQuest Associates - Alpharetta, GA

Processed ACD inbound calls Return outbound phone calls

Maintain patient demographic

Processed patient financial intake imaging charts for various outpatient MedQuest Centers to insure internal billing. Verified all insurance plans. Processed patient disputes, refund, adjustments, processed credit cards, Processed court bankruptcies for accounts to be documented.

Maintain documentation processes via computer systems to comply with HIPAA compliance guidelines.

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