Angel Kempson
Hartford,Connecticut
Summary
Dedicated and professional individual with a proven track record in delivering exceptional customer service, effective time management, and problem-solving. Skilled in critical thinking and developing innovative solutions that drive success. Adept at verbal and written communication, with a strong background in fostering positive relationships and consistently surpassing goals.
Overview
18
18
years of professional experience
Work History
Provider Service Advocate
United Healthcare Group
Minnetonka, MN
12.2022 - Current
- Answer inbound calls, chats, and email.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Provided outreach for additional information for appeals and grievances.
- Assisted providers in filing accurate claims, providing clear instructions on requirements and documentation needed for successful submissions.
- Educated providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
Patient Services Coordinator
Hartford Healthcare
01.2019 - 12.2022
- Answered calls, scheduled appointments and coordinated registrations
- Maintained data integrity, keeping accurate and concise documentation of patient-related interactions
- Collected payments and updated accounts with current payment information
- Maintained knowledge of community services and resources available to patients
Billing and Collections Specialist
Emblem Health
01.2015 - 01.2019
- Resolved client billing problems by collecting direct payments and setting up payment plans
- Handled outbound collection telephone calls with consistent service quality and excellent success rate
- Rescued accounts receivable delinquency with good customer relations skills and expert knowledge of available payment options
- Documented each customer interaction in servicing system
Call Center Agent
American Adjustment
01.2010 - 01.2015
- Resolved customer concerns, following internal database prompts and company scripts
- Answered questions and provided education on complex issues, self-resolution techniques and value-added services
- Met and exceeded assigned goals established by management
- Answered incoming calls, chat messages and email communications to handle product concerns
- Tracked and recorded customer communications for training, forecasting and trending purposes
Sales Associate
Macys
01.2007 - 01.2009
- Helped customers navigate store, complete sales and process returns
- Created great customer experiences with personalized sales support
- Met or exceeded individual sales goals and key performance indicators (KPIs)
- Increased per-customer revenue with suggestive selling practices
- Processed payments quickly to keep customer flow moving
- Rotated stock using clearance markdowns and special sales promotions
Education
Medical Assistant -
American Institute
West Hartford, Connecticut07.2010
Skills
- Invoice verification
- Data collection
- Recordkeeping
- Proactive Customer Engagement
- Retention Strategy
- Process Improvement
- Inbound call management
Timeline
Provider Service Advocate
United Healthcare Group
12.2022 - Current
Patient Services Coordinator
Hartford Healthcare
01.2019 - 12.2022
Billing and Collections Specialist
Emblem Health
01.2015 - 01.2019
Call Center Agent
American Adjustment
01.2010 - 01.2015
Sales Associate
Macys
01.2007 - 01.2009
Medical Assistant -
American Institute