April Strange
Cuyahoga Falls
Summary
Accomplished Billing Specialist and Customer Service expert with a proven track record at WebPT, enhancing billing accuracy and customer satisfaction. Skilled in billing systems, Salesforce, insurance verification, and fostering customer engagement. Demonstrated ability to resolve complex issues, leading to a significant improvement in department efficiency and client loyalty.
Overview
16
16
years of professional experience
Work History
Billing Specialist
WebPT
06.2023 - Current
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Collaborated with customers to resolve disputes.
- Processed payment via telephone with focus on accuracy and efficiency.
Customer Service Representative
24-7 Intouch
02.2021 - 06.2023
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Answered incoming calls for complains/warranty questions and placed outbound calls to customers when necessary.
- Use of multiple systems to assist customers with account needs
- Performed up to and exceeded department and companies expectations
- Managed department call flow by providing direct support to customers and other colleagues working from home
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Office Manager/Customer Service Representative/Marketing Associate
Valley Animal Hospital
12.2011 - 01.2021
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Service Representative/Receptionist
Countryside Animal Hospital
08.2008 - 12.2011
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained various office or program records using secure filing system.
- Delivered accurate phone messages to personnel with legibly written call back numbers and names.
- Processed incoming and outgoing documents via electronic methods and systems.
- Used sign-in sheets and other check-in procedures to track visitors on premises.
- Coordinated copy machine repair and office equipment maintenance.
- Displayed pleasant and professional voice and demeanor, positively representing organization.
- Operated multi-line telephone system to answer incoming calls and accurately direct callers to appropriate employees.
- Maintained detailed and accurate records of visitor requests and of calls received.
Education
High School Diploma -
Gilbert High School
Gilbert, AZ05.2002
Skills
Billing systems and software
Insurance Verification
Invoice Processing
Claims Processing
HIPAA Compliance
Payment posting
Customer Engagement
Record preparation
Records organization and review
Billing and Invoicing
Customer Service
Decision-Making
Payment Processing
Timeline
Billing Specialist
WebPT
06.2023 - Current
Customer Service Representative
24-7 Intouch
02.2021 - 06.2023
Office Manager/Customer Service Representative/Marketing Associate
Valley Animal Hospital
12.2011 - 01.2021
Customer Service Representative/Receptionist
Countryside Animal Hospital
08.2008 - 12.2011
High School Diploma -
Gilbert High School
Similar Profiles
Dorina GreenDorina Green
Accounts Receivable Analyst at WebPtAccounts Receivable Analyst at WebPt
April LewisApril Lewis
RCM AR Specialist at WebPTRCM AR Specialist at WebPT
Ozzi BangiOzzi Bangi
Support Specialist 2 at WebPTSupport Specialist 2 at WebPT