Anita Styles
Morrow,Georgia
Summary
Dedicated and focused Access Specialist who excels at prioritizing, completing multiple task simultaneously and following through to achieve patient satisfaction and appreciation. Seeking a role of increased responsibility that would allow me to demonstrate my skills set and commitment to delivering high quality resolutions. Successful in applying strong communication and problem resolving skills to each customer issue. Solid history of surpassing productivity and quality targets. Skillful in building long-lasting, loyal customer and peer relationships. 20 Years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
20
20
years of professional experience
Work History
Contact Center Agent
State Farm
03.2015 - Current
- Assisted customers by answering questions and responding to inquiries.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Addressed customer account discrepancies and concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on company systems, form completion, and access to services.
- Recommended products to customers, thoroughly explaining details.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained user account data by initiating account access and establishing in database.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
Lead Outpatient Access Account Specialist
Shepherd Center
06.2010 - 04.2023
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Providing excellent customer service by promptly answering patient inquiries.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Trained new staff on hospital processes and procedures.
- Resolved patient billing issues in line with established guidelines.
- Provided excellent customer service to patients and medical staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Resolved customer complaints using established follow-up procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Verified patient insurance eligibility and entered patient information into system.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Front Office Receptionist
Comprehensive Women's Healthcare
02.2003 - 02.2010
- Interacted with customers by phone, email, or in-person to provide information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered multi-line phone system and enthusiastically greeted callers.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Offered every visitor professional and prompt service, completing check-ins, verifying paperwork and coordinating smooth hand-offs to nursing staff.
Education
Medical Administrative Billing Asst. Program -
Georgia Medical Institute
Jonesboro, GAGeneral Nursing Studies -
Atlanta Metropolitan College
Atlanta, GACollege Prep Courses -
South Atlanta High School
Atlanta, GASkills
- Delivery Tracking
- Excellent Verbal Communication Skills
- Conversation Recording
- Information Updates
- Verbal and Written Communication
- Database Research
- Call Documentation Skills
- Fault Diagnosis
- Customer Retention Strategies
- Training and Development
- Call Volume and Quality Metrics
- Dispute Resolution
- Productivity Management
- Team Support
Timeline
Contact Center Agent
State Farm
03.2015 - Current
Lead Outpatient Access Account Specialist
Shepherd Center
06.2010 - 04.2023
Front Office Receptionist
Comprehensive Women's Healthcare
02.2003 - 02.2010
Medical Administrative Billing Asst. Program -
Georgia Medical Institute
General Nursing Studies -
Atlanta Metropolitan College
College Prep Courses -
South Atlanta High School