Adrienne Manning
Austin,TX
Summary
Engaging customer service representative with over 20 years extensive experience assisting various types of customer inquiries. Skilled at building strong relationships with both internal and external sales partners through the level of service provided and the ability to positively impact revenue generation. Able to use strong communication skills and a persuasive nature to draw alignment with key sales initiatives and to explain complex ideas in an easy to understand manner. Recognized for the ability to deliver exceptional results working in fast-paced, highly competitive sales environments.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Medical Assistant/NCT
CARENOW URGENT CARE
06.2016 - Current
- Greets patients to determine the course of patient care for visit
- Verify insurance and copay
- Accurately enter the patient profile
- Properly collect copay or towards insurance deductible at the time of service
- Back Office: Vitals, EKGS, Charting, Phlebotomy, Lab Testing
- X-ray, Injections
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Performed medical records management, including filing, organizing and scanning documents.
Insurance Verification/ Billing Specialist
ROOTS BEHAVIORAL HEALTH
08.2021 - 06.2023
- Contact insurance providers regarding claims, verify insurance coverage and benefits eligibility
- Update patient contact information or payment details
- Properly notated collection amount for copays, allowable rates towards insurance deductible or coinsurance at the time of service
- Process/post payments in EHR, Valant.
- Chased insurance companies to achieve accurate and timely payments.
- Posted payments to accounts and maintained records.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Complied with HIPAA guidelines and regulations for confidential patient data.
Sales Specialist
STARWOOD HOTELS & RESORTS
04.2011 - 12.2018
- Solicit, develop and strategically manage anywhere from 50-60 global corporate transient business accounts
- Manage annual corporate transient rate solicitations and rate loading processes in a proactive manner to drive increases in business development and revenue generated
- Partner with office counterparts within other segments and divisions to implement strategies to take advantage of business opportunities in the market and grow Starwood's share of customer's total business
- Work in collaboration with complex national/global accounts to deliver highly accurate, immediate follow-up while interacting with customers, hotels and Starwood's functional areas in a more efficient manner.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Negotiated contracts with clients and developed relationships with key personnel.
- Collaborated with cross-functional teams to identify and address customer needs.
Preferred Business Specialist
STARWOOD HOTELS & RESORTS
06.2004 - 04.2011
- Accurately processed accounts for small businesses, responding to telephone and email queries regarding company enrollment, account updates and employee registration
- Monitored account, identifying and reporting fraudulent activities when issues were uncovered
- Played a key role assisting with account management including assisting with weekly updates.
- Consistently built long-term relationships with existing and new customers.
- Developed growth strategies based on customer satisfaction and financial gain.
Reservation Agent/Corporate Service Consultant
STARWOOD HOTELS & RESORTS
05.2000 - 06.2004
- Processed, investigated and resolved hotel issues for hotel guests and staff and travel agencies in a professional, timely manner to maintain high levels of customer satisfaction
- Accurately recorded all information in the data system, establishing files on customer issues and documenting resolution for future incidents
- Reviewed, investigated and evaluated all correspondence received and used the appropriate steps necessary to resolve issues
- Delivered exceptional levels of service while answering guest calls needing assistance to make reservations for business and leisure travel
- Confirmed, modified and canceled hotel/resort reservations as needed with high levels of accuracy
- Resolved customer service related issues in a timely, highly professional manner according to set policies and procedures.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
Education
Medical Assistant Certification -
College of Health Care
Austin, TX04.2015
Skills
- Effective Customer Communication
- Sales Relationships and Sales Strategy & Execution
- Electronic Medical Record
- Attention to Detail
- Medical Procedures Understanding
- Customer Relationship Management
- Charting Expertise
- Medical Terminology Knowledge
- Call Volume and Quality Metrics
- Creative Solutions
- Interpersonal Communication Skills
- Membership Inquiries and Renewals
Certification
- Non-Certified X-Ray Technician - Rainbow Continuing Education
Timeline
Insurance Verification/ Billing Specialist
ROOTS BEHAVIORAL HEALTH
08.2021 - 06.2023
Medical Assistant/NCT
CARENOW URGENT CARE
06.2016 - Current
Sales Specialist
STARWOOD HOTELS & RESORTS
04.2011 - 12.2018
Preferred Business Specialist
STARWOOD HOTELS & RESORTS
06.2004 - 04.2011
Reservation Agent/Corporate Service Consultant
STARWOOD HOTELS & RESORTS
05.2000 - 06.2004
Medical Assistant Certification -
College of Health Care