Summary
Work History
Education
Skills
Timeline
Generic

BRIDGETTE HILSTOCK

MESQUITE,USA

Summary

Proficient in delivering high-quality customer service and managing diverse inquiries in fast-paced environments. Experienced in insurance verification and billing, with a strong ability to educate clients and collaborate effectively with teams to maintain operational excellence.

Work History

Life Insurance Solutions Rep CS1, CS2, & CS3

New York Life Insurance
Dallas, TX
2020 - 2025
  • Resolved routine and complex customer issues as the first point of contact.
  • Reduce customer effort by taking charge and solving customer problems for them.
  • Ensured accurate records of policy owner contact and beneficiary details.
  • Accurately process payments, loans or dividend withdrawals.
  • Work both independently and as part of a collaborative team in a fast-paced, empowered environment.
  • Educated clients on product details to improve their understanding and utilization of services.
  • Handle a wide variety of incoming requests from sales agents, agent assistants, managing partners and other General Office staff.
  • Utilized soft skills to identify root causes and present effective solutions to customers.
  • Knowledgeable on a range of processes, products, procedures and systems applications.

Customer Service Support Specialist

RadNet Radiology
Plano, TX
2019 - 2020
  • Researches, analyzes, and evaluates internal requests for billing adjustments credit card refund request of $500 or less and takes appropriate action to resolve the request/inquiry while doing due diligence and following all department compliance, policies, and procedures.
  • Engaged with insurance payers to resolve payment issues and communicated expected outcomes effectively.
  • Determined actions for case handling by regional teams, coordinating with other RCO teams on insurance appeals, personal injury, and workers' comp. Utilized documented processes to transfer cases to appropriate teams and followed up as instructed.
  • Ensured compliance with contractual obligations and followed up on inquiries from patients and outside entities requiring responses.
  • Upheld exceptional levels of productivity while ensuring quality of work. of productivity and quality of work.

Patient Appeals Representative

Schumacher Clinical Partners
Dallas, TX
2017 - 2019
  • Guided patients through appeal filing process with insurance, enhancing their chances for successful outcomes.
  • Resolved escalated patient inquiries regarding account balances, ensuring understanding and satisfaction.
  • Coordinated communication in conference calls between patients and insurance carriers, ensuring clear and effective dialogue.

Patient Contact Center Representative

Schumacher Clinical Partners
Dallas, TX
2017 - 2019
  • Resolved unpaid accounts through effective communication with patients via telephone.
  • Achieved monthly Patient Contact Center KPIs, including Patient Satisfaction Score, Quality Assurance, and Revenue Collections.
  • Updated patient information, verified account details, and processed credit card payments over the phone.
  • Inbound and Outbound high volume call center.
  • Gained in-depth knowledge of insurance procedures.
  • Ability to navigate multiple systems during call resolution.
  • Escalate accounts to the appropriate department for review.
  • Interpret EOB's (Explanation of Benefits) Insurance verification, & Familiarity with medical terminology.

Customer Service Representative

Accumatch Tax Intelligence
Dallas, TX
2016 - 2017
  • Managed customer inquiries via phone and created trouble tickets to ensure timely resolution.
  • Maintain a thorough knowledge of departmental functions, procedures, and resources to provide accurate information to internal and external customers.
  • Collaborated with business units to resolve customer inquiries, enhancing overall customer satisfaction.

Tax Examiner II

Accumatch Tax Intelligence
Dallas, TX
2016 - 2017
  • Maintained knowledge of operating procedures and departmental functions, compiling and forwarding data to ensure completion of operations procedures.
  • Corresponded with various departments to update tax records and ensure accuracy. Managed first pass exceptions and communicated with assessors to resolve discrepancies.
  • Reviewed tax returns for compliance with federal and state regulations.
  • Analyzed taxpayer documents to identify discrepancies and potential issues.
  • Communicated with taxpayers to clarify information and resolve inquiries.

Refund Department Processor III

Industry Consulting Group, Inc., a LERETA, LLC Company
Dallas, TX
2009 - 2016
  • Led Refunds Team, fostering collaboration and guiding members to achieve departmental goals.
  • Trained and supported new and existing staff to enhance their proficiency in completing duties.
  • Executed clerical functions in tax processing, ensuring timely procurement and accurate payment of taxes.

Payment Processing Supervisor

Industry Consulting Group, Inc., a LERETA, LLC Company
Dallas, TX
2009 - 2016
  • Responded to client emails, resolving general and refund inquiries promptly, ensuring customer satisfaction through effective communication.
  • Prepared and submitted management weekly updates while monitoring daily workflow and mail room operations to enhance organizational efficiency.
  • Reviewed and updated daily processes and procedures to maintain compliance and improve operational standards.

Property Tax Specialist

Industry Consulting Group, Inc., a LERETA, LLC Company
Dallas, TX
2009 - 2016
  • Conducted research and entered property tax information to support data integrity and compliance.
  • Process tax certifications for new, usedd and refinanced mobile homes to ensure impoundment of taxes.
  • Updated property and collector database information for commercial and residential properties to maintain accurate records.
  • Facilitated team training to enhance skills and performance. on bank reconciliation payment files, handled escalated issues.

Education

Certificate of Studies -

National Education Center
Dallas, TX
01-1992

High School Diploma -

Stephen F. Austin
Port Arthur, TX
01-1981

Some College (No Degree) -

Lamar University
Beaumont, TX

Skills

  • Customer Service
  • MS Office
  • Excel
  • Data entry
  • 15k key strokes on 10 keys by touch
  • Windows
  • OCR
  • ADP Mainframe
  • Fortis Edit Station
  • Document Imaging
  • Centricity
  • Medical Records Review
  • Insurance billing and Verification
  • EOB Review
  • ERad
  • Imagine
  • Live Ops
  • Insurance websites
  • Availity
  • Cisco phone system
  • Services Central
  • RUMBA
  • Document Management System
  • AWF
  • PAW

Timeline

Life Insurance Solutions Rep CS1, CS2, & CS3

New York Life Insurance
2020 - 2025

Customer Service Support Specialist

RadNet Radiology
2019 - 2020

Patient Appeals Representative

Schumacher Clinical Partners
2017 - 2019

Patient Contact Center Representative

Schumacher Clinical Partners
2017 - 2019

Customer Service Representative

Accumatch Tax Intelligence
2016 - 2017

Tax Examiner II

Accumatch Tax Intelligence
2016 - 2017

Refund Department Processor III

Industry Consulting Group, Inc., a LERETA, LLC Company
2009 - 2016

Payment Processing Supervisor

Industry Consulting Group, Inc., a LERETA, LLC Company
2009 - 2016

Property Tax Specialist

Industry Consulting Group, Inc., a LERETA, LLC Company
2009 - 2016

Certificate of Studies -

National Education Center

High School Diploma -

Stephen F. Austin

Some College (No Degree) -

Lamar University

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BRIDGETTE HILSTOCK