Chelsea Oyer
West Seneca,NY
Summary
Dedicated customer service professional with extensive experience in retail, collections, and billing. Known for providing support and guidance to teams, fostering a collaborative environment that promotes fairness and success. Seeking a long-term position that offers stability and opportunities for personal and professional growth while contributing to organizational success.
Overview
12
12
years of professional experience
Work History
Member Service Supervisor
SaveOnSP
Buffalo, New York
08.2023 - Current
- Supervised a member service team to ensure quality customer interactions.
- Trained new staff on company policies and customer service techniques.
- Resolved member inquiries and concerns with effective communication skills.
- Led team meetings to discuss goals, updates, and best practices in member services.
- Guided and supported team members.
- Provided excellent customer service by responding to inquiries quickly and professionally.
- Monitored staff performance to ensure adherence to company policies and procedures.
Billing Specialist Supervisor
SaveOnSP, LLC
Elma, NY
09.2021 - Current
- As a Billing Specialist Supervisor, I need to interview prospective employees and choose the best applicant based on skills, knowledge, and abilities required for the job.
- Trained and oversaw employees in billing functions, ensuring adherence to company policies and procedures.
- Directed tasks to team members to ensure efficient workflow. and provide assistance as needed.
- Conducted monthly performance evaluations to assess employee progress. each month to review areas they excel or give feedback and assist in areas where improvement is needed, with a team of 15-20 people at a time.
- I also communicate and work well with the other 3 supervisors to make sure the call queue is covered along with off the phone work that needs to be done.
- Delegated escalation emails to Billing Specialist Representatives and addressed client questions/issues to ensure timely resolution.
- I also communicate and work well with the other 3 supervisors to make sure the call que is covered along with off the phone work that needs to be done.
- Monitored attendance and punctuality of team members consistently. of attendance and tardiness throughout our team.
- Working with the other supervisors in different departments to come up with policy and procedures to be used throughout the company.
Billing Specialist Team Lead / Trainer
SaveOnSP, LLC
Elma, NY
04.2021 - 09.2021
- Trained newly hired top talent for key positions to enhance team productivity.
- Answering calls in the Team Lead que to make sure all situations & payments are being approved.
- Produced engaging training materials to educate individuals on company policies and procedures.
- Created additional training resources and provided ongoing support to enhance learning experience.
- My time as a trainer I have produced training materials to engage and educate individuals.
- Responded to incoming calls to address customer inquiries and issues. in the Team Lead queue to make sure all situations & payments are being approved.
Billing Specialist/Claim Analyst
SaveOnSP, LLC
Elma, NY
11.2019 - 04.2021
- Resolved all billing issues as assigned by the patient service representative.
- Going through claims and accounts making sure accurate information is put into the account.
- Reviewed claims and accounts to ensure accurate information was recorded, contributing to overall billing integrity.
- Match the claims in ESI to our capture claims.
- Identify why a payment did not go through and work very closely with our vendor.
- Called manufacturers to gather information about copay assistance programs. to get information about copay assistance.
- For the Claim Analyst portion I would need to go through Credit Card payments and attach them to our capture system.
- Matched claims in ESI with our capture claims for accuracy. in ESI to our capture claims.
- Doing spreadsheets sent by management in a timely fashion.
Patient Service Representative
SaveOnSP, LLC
Elma, NY
09.2018 - 11.2019
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Educated clients about SaveonSP services and guided them through enrollment in the specialty drug copay assistance program.
- Monitored client accounts regularly to ensure all information was current and accurately maintained.
Secretary / Manager
CRS (Credit Recovery Services)
West Seneca, NY
11.2017 - 09.2018
- Answering phones, assisting debtors with questions, reply to emails from associates dealing with the clients, run payments daily and keep up on weekly trackers using Microsoft Office applications.
- Coordinated office communications and managed scheduling for executive team.
- Maintained accurate records and organized files for efficient access and retrieval.
- Assisted in preparing reports and presentations for client meetings and internal reviews.
Case Sorter
Pasquale V. Bochiechio
Buffalo, NY
05.2017 - 11.2017
- Sorted and organized legal cases for efficient retrieval.
- Entered case data into excel spreadsheet for accurate record-keeping.
- Managed emails related to case inquiries and updates.
- Speaking by phone to doctors and insurance companies.
1st Party Collections
ACI (American Coradius International)
Hamburg, NY
07.2016 - 05.2017
- Answered and made calls to collect past due payments for lease agreements.
- Utilized dialer system for data entry during calls in an incoming call center.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Collector / Payment processing
Foster & Monroe / CRS (Credit Recovery System)
Orchard Park, NY
04.2014 - 06.2016
- Managed inbound and outbound calls at customer service center.
- Collected on the debt and resolved accounts to a zero balance.
- Processed payments after negotiations were complete.
Education
General -
West Seneca East Senior
West Seneca, NYSkills
- Customer service
- Team leadership
- Employee training
- Staff training
- Performance evaluation
- Conflict resolution
- Effective communication
- Decision making
- Problem solving
- Process improvement
- Time management
- Critical thinking
Timeline
Member Service Supervisor
SaveOnSP
08.2023 - Current
Billing Specialist Supervisor
SaveOnSP, LLC
09.2021 - Current
Billing Specialist Team Lead / Trainer
SaveOnSP, LLC
04.2021 - 09.2021
Billing Specialist/Claim Analyst
SaveOnSP, LLC
11.2019 - 04.2021
Patient Service Representative
SaveOnSP, LLC
09.2018 - 11.2019
Secretary / Manager
CRS (Credit Recovery Services)
11.2017 - 09.2018
Case Sorter
Pasquale V. Bochiechio
05.2017 - 11.2017
1st Party Collections
ACI (American Coradius International)
07.2016 - 05.2017
Collector / Payment processing
Foster & Monroe / CRS (Credit Recovery System)
04.2014 - 06.2016
General -
West Seneca East Senior