Cydnee Fletcher
Patient Account Representative
N Las Vegas,Nv
Summary
Experienced Customer Service Representative with a proven track record in the healthcare and insurance sectors. Proficient in patient education, conflict resolution, and care coordination. Committed to delivering compassionate service and upholding HIPAA compliance in all interactions. Skilled in electronic medical records management. Eager to utilize expertise to improve customer satisfaction while actively seeking additional industry qualifications. Offers excellent organizational skills and a problem-solving mindset, ready to excel in a healthcare environment. Brings the ability to quickly learn and adapt to medical billing processes and healthcare software. Prepared to use and develop attention to detail and communication skills in the desired position role.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Patient Accounts Representative
UHS
Las Vegas , NV
10.2024 - Current
- Resolved policy and billing inquiries while ensuring first-call resolution
- Managed insurance claims and verification processes for patient accounts
- Utilized CRM databases to track customer records and transaction history
- Assisted customers with payment plans and financial aid options
- Drive efficient account resolution through systematic follow-up procedures and strategic communication with healthcare providers and insurers
- Partner with clinical teams to ensure accurate charge capture, while maintaining strong relationships with patients and insurance representatives
- Provided compassionate customer service while supporting patient needs
- Facilitated smooth communications between patients, providers, and insurers, fostering an atmosphere of trust and collaboration.
- Contacted patients after insurance was calculated to obtain payments.
- Reviewed, analyzed, and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Caregiver
Private residence
Las Vegas , NV
08.2020 - Current
- Assisted with scheduling, medication reminders, and daily care routines
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted patients with self-administered medications.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
Appointing Representative
Triwest
Las Vegas , NV
07.2023 - 01.2024
- Communicated with 50-60 clients and customers to gather, provide and share updated information on products and services.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
Patient Services Representative
United HealthCare Services, Inc
Las Vegas , NV
06.2021 - 01.2022
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Served as a key point-of-contact between physicians, nurses, technicians, administrators, other professionals involved in the provision of quality medical services.
- Facilitated patient education by providing clear explanations of treatment plans and addressing any concerns or questions.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Optimized call center performance through monitoring metrics closely and adjusting staffing levels as needed.
Customer Service Representative
CVS Caremark
Las Vegas , NV
06.2019 - 04.2020
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
Education
High school diploma -
Legacy High School
Las Vegas 08.2009 - 06.2012
Medical Billing And Coding - Health Care Administration
Carrington College
Las Vegas, NV 11.2024 - Current
Skills
Effective Time Management
Detail-Oriented Approach
Client Support
Insurance verification
Customer Experience Management
Data entry proficiency
Analytical Problem-Solving
Dispute Mediation
Verbal and written communication
Coding
Payment processing
Administrative support
Project Coordination
Resource Management
Patient Care Navigation
CRM & Database Systems
Skilled in Microsoft Office Applications
Medical terminology
HIPAA Compliance Expertise
Medical billing
Certification
Certification in Personal Protective Equipment for Home Care
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkGig WorkLocation Preference
RemoteHybridImportant To Me
Career advancementWork-life balanceHealthcare benefitsWork from home optionPersonal development programsQuote
Wanderer, there is no path, the path is made by walking.
Antonio Machado
Languages
English
Native or Bilingual
Software
Salesforce
NICE CXone
Avaya
Cisco Unified Contact Center
Verint Workforce Management
NICE Workforce Management
ServiceNow
LiveChat
Meditech
EClinicalWorks
Optum360
Kronos (UKG Dimensions)
HIPAA One
Virtru
Timeline
Medical Billing And Coding - Health Care Administration
Carrington College
11.2024 - Current
Patient Accounts Representative
UHS
10.2024 - Current
Appointing Representative
Triwest
07.2023 - 01.2024
Patient Services Representative
United HealthCare Services, Inc
06.2021 - 01.2022
Caregiver
Private residence
08.2020 - Current
Customer Service Representative
CVS Caremark
06.2019 - 04.2020
High school diploma -
Legacy High School
08.2009 - 06.2012