Adrionna Howard
Dayton,OH
Summary
To obtain a position with an organization utilizing skills in customer service. Knowledgeable and dedicated customer service professional with extensive experience in the medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Provider Services Representative
United Healthcare Group
12.2022 - Current
- Streamlined operations by managing a high volume of incoming calls approximately 40 - 50 a day for medical providers seeking information or assistance.
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Improved communication between providers and insurance companies, leading to better understanding of policy coverage and claim status.
- Educated providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
Lead Patient Access Specialist
Miami Valley Hospital
10.2016 - 10.2022
- Developed and implemented a robust quality assurance program that served to uphold departmental standards and drive continuous improvement initiatives.
- Established effective communication channels between hundreds of patients, providers, and administrative staff to address concerns efficiently.
- Assisted patients with financial planning options for medical expenses, ensuring timely payments and reducing outstanding balances owed to the facility.
- Increased accuracy of insurance verifications through regular audits and staff training of approximately 25 people.
- Streamlined workflows and eliminated bottlenecks by analyzing daily operations and identifying areas for improvement.
Customer Service Representative
Time Warner Cable
07.2015 - 01.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with approximately 50 customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Customer Service Representative
Teleperformance
06.2014 - 09.2014
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information of approximately 40 customers daily.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Infocision
09.2013 - 02.2014
- Responded to customer requests for products, services, and company information.
- Developed rapport with approximately 35 customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
High School Diploma -
Meadowdale High School
Dayton,OH06.2009
Skills
- HIPAA Compliance
- Claims Processing
- Goal-oriented mindset
- Data entry proficiency
- Compliance Management
- Teamwork and Collaboration
- Problem-solving skills
- Time Management
- Attention to Detail
- Multitasking
- Reliability
- Excellent Communication
Timeline
Provider Services Representative
United Healthcare Group
12.2022 - Current
Lead Patient Access Specialist
Miami Valley Hospital
10.2016 - 10.2022
Customer Service Representative
Time Warner Cable
07.2015 - 01.2016
Customer Service Representative
Teleperformance
06.2014 - 09.2014
Customer Service Representative
Infocision
09.2013 - 02.2014
High School Diploma -
Meadowdale High School
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