Procentive
Bailley Smalley
Minneapolis,USA
Summary
Dedicated and customer-focused professional with over 5+ years of experience in providing outstanding support and service to clients. Skilled in handling customer inquiries, resolving issues efficiently, and ensuring customer satisfaction. Strong communication and problem-solving abilities combined with a friendly and approachable demeanor to effectively address customer needs. Proven track record of consistently exceeding performance targets and delivering exceptional service in fast-paced environments. Adept at building positive relationships with customers and colleagues to drive customer loyalty and retention. Looking to leverage my customer service expertise to contribute to a dynamic team and enhance overall customer experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Insurance Navigator / General Assistance Liaison
Rs Eden
07.2024 - Current
- Interviewed applicants and explained scope of different available benefits.
- Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.
- Confirmed all insurance benefits met standards of admissions as dictated by policy.
- Responded to member or group questions and verified enrollment status.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Collection Agent
Financial Recovery Services
03.2024 - 06.2024
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Collected on delinquent accounts to reduce overdue balances.
Patient Representative
Fairview Women's Clinic
07.2023 - 03.2024
- Acted as the primary point of contact for patients, providing exceptional customer service and addressing inquiries related to appointments, billing, and insurance coverage
- Demonstrated proficiency in navigating electronic medical records systems to update patient information and verify insurance eligibility
- Coordinated scheduling for patient appointments and procedures, ensuring efficient utilization of healthcare providers' time
- Conducted patient intake, documented medical histories, and ensured accurate electronic medical record maintenance
- Collaborated with multidisciplinary teams to develop and implement patient care plans, promoting optimal health outcomes
- Scheduled appointments, coordinated patient flow, and managed front desk operations to ensure smooth patient experience
Patient Coordinator
Hennepin Healthcare
04.2022 - 07.2023
- Maintained confidentiality of patient data and condition to safeguard health information.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Delivered excellent patient experiences and direct care.
Student Loan Collector
Educational Credit Management Corporation
03.2020 - 04.2022
- Successfully negotiated payment arrangements with delinquent account holders, resulting in a 30% increase in collections
- Utilized skip tracing techniques to locate and contact hard-to-reach debtors, resulting in a 15% decrease in outstanding balances
- Managed a portfolio of 200+ accounts, prioritizing collection efforts based on account aging and likelihood of payment
- Prepared and maintained detailed records of communication and payment agreements with debtors, ensuring compliance with company policies and legal regulations
- Collaborated with legal team to draft and file collection lawsuits as a last resort for recovering outstanding debts
Solution Team Member
National Recover Services
06.2018 - 12.2019
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
Bank Supervisor
TCF Bank
06.2017 - 05.2018
- Oversee daily branch operations, including staff scheduling, cash management, and customer service to ensure smooth and efficient functioning of the bank
- Train, coach, and mentor bank employees on policies, procedures, and best practices to drive superior performance and uphold high standards of service delivery
- Conduct regular audits on transactions, accounts, and branch activities to maintain compliance with regulatory requirements and internal policies
- Resolve customer complaints and concerns in a timely and professional manner to foster positive relationships and promote customer loyalty
Field Sales Support Representative
Comcast
05.2016 - 06.2017
- Provide comprehensive product knowledge, training, and support to field sales representatives to increase sales and drive revenue growth
- Act as a liaison between internal departments and field sales team to ensure seamless communication and coordination of sales strategies and initiatives
- Assist in the development and implementation of sales presentations, promotional materials, and marketing campaigns for field sales activities
Education
Bachelor of Science - Social Work
North Hennepin Community College
Minneapolis, MN06-2028
Diploma - High School
Southwest High School
Minneapolis, MN06.2015
Skills
- Communication
- Patience
- Active listening
- Problem solving
- Product knowledge
- Adaptation
- Critical thinking
- Empathy
- Negotiations
- Collaboration
- Team building
- Outlook
- Teams
- Medicare and Medicaid process
- Medicare and medicaid applications
Certification
- Certified Application Counselor , RS EDEN.
Software
Oracle
Epic
Salesforce
Timeline
Insurance Navigator / General Assistance Liaison
Rs Eden
07.2024 - Current
Collection Agent
Financial Recovery Services
03.2024 - 06.2024
Patient Representative
Fairview Women's Clinic
07.2023 - 03.2024
Patient Coordinator
Hennepin Healthcare
04.2022 - 07.2023
Student Loan Collector
Educational Credit Management Corporation
03.2020 - 04.2022
Solution Team Member
National Recover Services
06.2018 - 12.2019
Bank Supervisor
TCF Bank
06.2017 - 05.2018
Field Sales Support Representative
Comcast
05.2016 - 06.2017
- Certified Application Counselor , RS EDEN.
Bachelor of Science - Social Work
North Hennepin Community College
Diploma - High School
Southwest High School
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