A. CHRISTIE BOND
QUEST DIAGNOSTICS
Stem,NC
1
Certification
19
years of professional experience
Results-driven healthcare professional with nearly 30 years in laboratory diagnostics and healthcare operations. Expertise in fostering strong customer relationships, addressing account needs, and delivering tailored service solutions. Experienced in resolving escalated issues and educating healthcare staff, with additional background in needs-based insurance sales. Ready to leverage extensive knowledge and customer-focused approach as a Physician Account Manager to drive account retention and growth.
Work History
Independent Life & Health Insurance Agent
1 Year 7 Months- Conduct needs-based consultations to identify appropriate life, health, Medicare, and ancillary insurance solutions based on individual client needs.
- Apply consultative sales and relationship-management techniques to understand client needs and recommend appropriate solutions.
- Educate clients on coverage options, benefits, limitations, premiums, eligibility, and enrollment requirements.
- Build and maintain client relationships through professional communication, consistent follow-up, and post-enrollment service.
- Complete ongoing carrier training and continuing education while maintaining knowledge of healthcare regulations, insurance products, and compliance requirements.
Customer Solutions Specialist
5 Years 7 Months- Build and maintain trusted relationships with healthcare customers through responsive communication, proactive follow-up, and effective issue resolution.
- Manage and support healthcare customer relationships across the Southeast region, serving as a primary resource for customer needs, service concerns, and operational issues.
- Partner with commercial sales teams and cross-functional internal departments to support customer needs, account onboarding, service delivery, and long-term customer satisfaction.
- Coordinate resolution of complex customer service issues by identifying root causes, engaging appropriate resources, prioritizing needs, and maintaining ownership through resolution.
- Collaborate with laboratory, operations, logistics, billing, and other internal teams to facilitate timely solutions and improve the overall customer experience.
- Monitor customer concerns and service issues, escalate unresolved matters appropriately, and communicate status and resolution to customers and internal stakeholders.
- Identify customer needs and opportunities for improved service delivery by understanding account-specific concerns and coordinating appropriate resources.
- Communicate laboratory processes, services, requirements, and solutions clearly and professionally to healthcare customers and business partners.
- Support strong customer relationships by providing consistent follow-up and service while balancing customer needs with company policies, procedures, and operational requirements.
Patient Services Training Specialist
7 Years- Partnered with leadership and operational teams to identify training needs and implement solutions that improved the patient and customer experience.
- Developed training materials, standard operating procedures, job aids, and educational resources to enhance laboratory operations and patient service delivery.
- Developed training materials, standard operating procedures, job aids, and educational resources related to laboratory operations and patient service.
- Coached and mentored employees, enhancing communication skills, service quality, and overall performance.
- Partnered with leadership and operational teams to assess training needs and implement targeted solutions, enhancing patient and customer experience.
- Delivered presentations and facilitated learning for diverse audiences, adapting communication style to meet varying levels of experience and knowledge.
Patient Services Group Lead
6 Years- Streamlined daily healthcare operations by mentoring, training, and onboarding employees in patient service and laboratory processes.
- Acted as a resource for resolving patient and customer concerns while maintaining a high standard of service and professionalism.
- Coordinated scheduling, workflow, and quality improvement initiatives to support leadership and enhance operational efficiency.
- Assisted leadership with scheduling, workflow coordination, quality improvement initiatives, and operational support.
- Helped ensure adherence to company policies, procedures, quality standards, and regulatory requirements.
Education
Associate of Science - Medical Office Administration
Medical Assistant Certificate
Skills
Healthcare Account Management
Customer Needs Assessment
Customer Education
Service Issue Resolution
Needs assessment
Sales Support & Account Growth
Physician & Customer Relationships
Healthcare Operations
Cross-Functional Collaboration
Training delivery
Regulatory Compliance
Supplies & Logistics Coordination
Training & Presentations
Written & Verbal Communication
Microsoft Office
Service Recovery & Escalation
Certification
- North Carolina Life Insurance License — 2023
- North Carolina Health Insurance License — 2024
- Medicare Certified — 2025
- Certified Phlebotomy Technician — 2018
- Notary Public — 2025
Timeline
Independent Life & Health Insurance Agent
AMERILIFE
01.2025 - CurrentRead More
Customer Solutions Specialist
QUEST DIAGNOSTICS
01.2021 - CurrentRead More
Patient Services Training Specialist
QUEST DIAGNOSTICS
01.2014 - 01.2021Read More
Patient Services Group Lead
QUEST DIAGNOSTICS
01.2008 - 01.2014Read More
Herzing University
Associate of Science from Medical Office Administration
Read More
Cleveland Institute of Dental And Medical Assistants
Medical Assistant Certificate
Read More