CANDACE Clark
Jacksonville,Florida
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Revenue Cycle industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Senior Account Receivable Representative
Ventra Health
10.2023 - 02.2024
- Increased revenue by identifying and resolving billing errors in a timely manner.
- Ensured accurate billing with thorough audits of patient accounts and insurance claims.
- Reached out to insurance companies to verify coverage.
- Maintained clear documentation of all activities related to unpaid claims or denied services.
- Analyzed financial reports to identify trends and areas for improvement in revenue cycle operations.
- Analyzed data in Show x12 by reviewing loops and segments to determine claim submissions and rejections
- Utilized multiple insurance portals such as Availity for claim status
Insurance Research Supervisor
Ventra Health
12.2021 - 10.2023
- Filed and updated patient information and medical records.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Adhered to established standards to safeguard patients' health information.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Approved regular payroll submissions for employees.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Precisely evaluated and verified benefits and eligibility.
- Communicated effectively and extensively with other departments to resolve claims issues.
Client Service Support Representative
Gottlieb LLC
07.2019 - 12.2021
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Resolves patient complaints, concerns and write off requests while following company and client procedures
- Communicated professionally with colleagues, and clients.
- Investigated and resolved accounting, service and patient concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Performs special project and other duties as assigned
- Efficiently meet deadlines accordingly
Customer Service Call Center Supervisor
Gottlieb & Associates
03.2017 - 07.2019
- Recruited, hired, trained and supervised staff and implemented ongoing training program that offered positive employee engagement.
- Works daily work flow to ensure that all production and quality goals are met
- Supervised 72-102 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Created team rotations to man center effectively during peak hours.
- Partnered with trainers to maintain consistency of process training.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Customer Service Representative
Gottlieb & Associates
08.2015 - 03.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Liaised with customers, management and team to better understand customer needs and recommend appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Education
IT, Web Design
Philip Randolph College Prep
Skills
- Understanding Customer Needs
- De-escalation Techniques
- Creative Problem Solving
- Data Entry and Maintenance
- Customer Data Confidentiality
- Verbal and Written Communication
- Customer Account Management
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Call Volume and Quality Metrics
- Insurance verification
- Establishing and Maintaining Customer Relationships
- Complex Product Knowledge
- Staff Management
- Managing Employee Relations
Accomplishments
2019 People Manager Essential Training Completion
Contact
Jacksonville, Florida 32221
Timeline
Senior Account Receivable Representative
Ventra Health
10.2023 - 02.2024
Insurance Research Supervisor
Ventra Health
12.2021 - 10.2023
Client Service Support Representative
Gottlieb LLC
07.2019 - 12.2021
Customer Service Call Center Supervisor
Gottlieb & Associates
03.2017 - 07.2019
Customer Service Representative
Gottlieb & Associates
08.2015 - 03.2017
IT, Web Design
Philip Randolph College Prep
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