AUDREY KELLER
Kalispell,MT
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with members. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality control, attention to detail, and process optimization. Articulate, energetic and organized with an unmatched passion for developing relationships, cultivating partnerships and delivering exemplary customer service.
Overview
8
8
years of professional experience
Work History
Member Services Representative
Flathead Electric Cooperative
02.2023 - Current
- Assist members with a variety of questions and needs, which includes initiating and processing service orders for transfers, connects, disconnects, retirements, and system related maintenance.
- Maintains high-quality service by adhering to company policies and standards in all member interactions.
- Assist members with all billing matters including high bill complaints, delinquent bills, pay arrangements, and educate members with various programs.
- Serve as the initial contact to members and public providing friendly, helpful and professional services at all times.
- Promotes and maintains a positive safety culture while adhering to all applicable policies.
Account Manager
Flathead Insurance
12.2022 - 02.2023
- Developed and implemented strategies to increase client retention.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Contributed to team objectives in fast-paced environment.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Consulted with businesses to supply accurate insurance and service information.
Compliance Specialist
Logan Health Medical Equipment
10.2019 - 12.2022
- Maintain all certifications & licensure for facility
- Research new policies and updates with local, state, and federal insurance regulations
- Communicate with staff changes and aid in navigating new directives
- Presented audit results to management teams, delivering information in non-technical terms for easy understanding.
- Researched and implemented best practices to improve audit results.
- Review and maintain all current policies and procedures for our department
- Coordinated project materials and schedules, facilitated communication and prepared reports.
- Delivered superior level of customer service to all customers.
- Maintain an open line of communication with all clinic managers, Directors, and Chief Corporate Compliance and Privacy Officers team
- Collaborate with Leadership team in creating more efficient procedures that lead to positive experiences for our customers.
- Performed audits of operational and financial areas to check compliance.
Patient Accounting Representative III
Logan Health Medical Equipment
11.2016 - 10.2019
- Communicate with insurance companies, patients, and all medical staff regarding DME criteria for various insurances (Medicare, Medicaid, Private insurance, Work comp).
- Complete all billing processes/tasks including but not limited to, clinical review, claim filing, receiving payments and account collections.
- Review and maintain reports for outstanding claims related to company revenue.
- Remain current with changing benefit plans, participate in webinar’s and research various polices outside of expected responsibilities.
Billing Retail Clerk
Logan Health Medical Equipment
06.2016 - 11.2016
- Reviewed and filed claims for general items to various insurance plans
- Organized, scanned and filed all medical records into patient charts
- Received, sorted and batched mail into insurance payments, denials and correspondences.
Education
Nursing -
Montana State University- Northern
Havre, MTBusiness Management -
Brigham Young University- Idaho
Rexburg, IDGeneral Studies -
Flathead Community College
Kalispell, MTSkills
- Versatile and capable of accomplishing multiple tasks at once Adept in shifting focus at a moment’s notice
- Excellent verbal and written communication skills
- Unique ability to cultivate sincere, harmonious and collaborative relationships
- Team player, but also proactive and competent at working independently
- Proficient in all Microsoft Office programs, NISC and Flathead Electric's external website
- Organized and detail oriented Has the ability to grasp new concepts quickly and retain new information
Timeline
Member Services Representative
Flathead Electric Cooperative
02.2023 - Current
Account Manager
Flathead Insurance
12.2022 - 02.2023
Compliance Specialist
Logan Health Medical Equipment
10.2019 - 12.2022
Patient Accounting Representative III
Logan Health Medical Equipment
11.2016 - 10.2019
Billing Retail Clerk
Logan Health Medical Equipment
06.2016 - 11.2016
Nursing -
Montana State University- Northern
Business Management -
Brigham Young University- Idaho
General Studies -
Flathead Community College
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