Becky Rougon
Summary
A highly experienced Practice Administrator with a strong operations background encompassing team management, scheduling, accounts receivable, inventory control, and purchasing. Proven expertise in effectively managing office operations, coordinating schedules, and maintaining efficient workflows. Consistently streamlining administrative processes and providing invaluable support to executive teams. Exceptional multitasking abilities and strong communication skills contribute to smooth day-to-day operations.
Overview
27
27
years of professional experience
Work History
Insurance Specialist
Bruns Family Dental Center
11.2021 - Current
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Maintained high standards of customer service by building relationships with clients.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Maintained a high level of industry expertise through continuous professional development courses and certifications in the field of insurance specialty.
- Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.
- Communicated effectively with members of operations, finance, and clinical departments.
- Streamlined policy management by regularly updating client information and tracking policy changes.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Researched and resolved routine and complex issues.
- Contributed to team performance by sharing industry knowledge and assisting colleagues in complex cases.
- Maintained confidentiality of patient finances, records, and health statuses.
- Strengthened client relationships through consistent follow-ups, ensuring timely renewals and retention.
- Responded to customer calls swiftly to resolve issues and answer questions.
Operations Manager
Baton Rouge Counseling
08.2012 - 11.2021
- Managed routine functions and administrative responsibilities of a mental wellness institution.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- HIPPA compliant, scheduling, accounts receivable, referrals, record keeping, staff management, organization and billing
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Agent/Office Manager
State Farm Insurance
07.2000 - 05.2012
- Generated revenue by selling Home, Auto, and Life insurance products.
- Traveled to offices to train new hires and licensed agents.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Boosted team productivity by implementing collaborative communication platform.
- Tailored communication strategies to different client segments, improving engagement.
- Conducted regular performance reviews with team members to identify areas for development.
- Optimized scheduling system to ensure timely follow-ups with potential leads.
- Facilitated training sessions for new agents, elevating overall team performance.
- Increased customer satisfaction with personalized follow-up strategies.
- Enhanced client portfolio by identifying and securing new partnerships.
- Streamlined documentation process, reducing turnaround time for contract approvals.
- Prepared and presented contracts and other legal documents to clients.
- Developed new business and managed new and existing clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
Paraprofessional
Greater Baton Rouge Hope Academy
08.1997 - 05.2000
- Instructed special need students, created lesson plans, assisted various therapist, one on one instruction with students who needed individualized attention, cheerleader coach, supervised student run café, and fundraising
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
Education
Criminal Justice - Criminal Justice/Sociology
Southeastern Louisiana University
Hammond, LA05.1993
Skills
- HIPAA compliant
- Interpersonal skills
- Documentation skills
- Patient retention
- Account management expertise
- Customer service
- Patient relations
- Patient account management
- Office administration
- Time management
- Administrative support
- Verbal communication
- Document management
- Leadership and supervision
- Scheduling
- File maintenance
Timeline
Insurance Specialist
Bruns Family Dental Center
11.2021 - Current
Operations Manager
Baton Rouge Counseling
08.2012 - 11.2021
Agent/Office Manager
State Farm Insurance
07.2000 - 05.2012
Paraprofessional
Greater Baton Rouge Hope Academy
08.1997 - 05.2000
Criminal Justice - Criminal Justice/Sociology
Southeastern Louisiana University
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