BriAna Rodrigues
Lathrop,CA
Summary
Reliable Medical Biller with coding and medical terminology knowledge. Polished and hardworking performer with background overseeing accounts and handling records management tasks. Team-oriented person with great decision-making skills
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
7
7
years of professional experience
Work History
Customer Service Representative Team Lead/Billing Specialist
Innovative Lab Solutions
03.2022 - Current
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Entered procedure codes and diagnosis codes into medical billing software.
- Trained new employees on multiple medical billing programs and data entry software.
- Supported patients in setting up payment plans and resolving medical billing disputes.
- Submitted patient statements and medical billing to insurance companies.
- Complied with HIPAA standards to confidentially maintain patient medical information.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Onboarded and trained customer representatives to meet performance and service goals.
Customer Service Collections Specialist
Performant Recovery
01.2018 - 06.2021
- Analyzed customer financial records to determine appropriate payment plan.
- Entered client details and notes into system for interdepartmental access and review.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Researched billing errors and discrepancies to initiate corrective action.
- Worked with customer to create debt repayment plan based on current financial condition.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
- Delivered constructive suggestions to supervisor for improving outbound sales development processes.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
- Generated invoices upon receipt of billing information and tracked collection progress.
Shift Supervisor
Starbucks
08.2017 - 09.2019
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Trained new employees and delegated daily tasks and responsibilities.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Education
Associate of Arts -
San Joaquin Delta College
Stockton, CA05-2022
Skills
- Team management
- Call center experience
- CRM software
- Complaint handling
- Inbound and outbound calls
- Medical billing and collections
- Medical billing knowledge
- Microsoft outlook, word, and Excel
- Written communication
- Problem resolution
- Attention to detail
- 3 Years of Medical Billing
Timeline
Customer Service Representative Team Lead/Billing Specialist
Innovative Lab Solutions
03.2022 - Current
Customer Service Collections Specialist
Performant Recovery
01.2018 - 06.2021
Shift Supervisor
Starbucks
08.2017 - 09.2019
Associate of Arts -
San Joaquin Delta College
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