Chenelle S. Guilbeaux
Detroit
Summary
Patient Services Specialist with 15+ years of customer service experience and 4+ years of healthcare revenue cycle experience. Proficient in Epic billing, denial management, claims processing, and payer portal navigation. Skilled at analyzing complex accounts, identifying trends, and implementing workflow improvements. Strong communicator with a proven ability to work independently, resolve escalated cases, and exceed productivity standards.
Overview
18
18
years of professional experience
Work History
Interim Supervisor
Henry Ford Health
07.2023 - Current
- Lead and support 50+ agents during peak call volumes, ensuring efficiency and accuracy in billing resolution.
- Serve as a subject matter expert for escalated billing concerns, EPIC processes, and balance issues.
- Partner with supervisors to identify trends and implement process improvements that enhance productivity and work queue efficiency.
Patient Services Specialist II
Henry Ford Health
10.2022 - Current
- Resolve complex revenue cycle billing errors, coverage disputes, and coordination of benefits using Epic and payer portals.
- Conduct in-depth research to identify root causes and resolve payor denials.
- Maintain top performance in departmental productivity, quality assurance, documentation standards, and HIPAA compliance.
- Collaborate cross-functionally with insurance recovery teams to identify opportunities for workflow improvements.
Patient Services Specialist I
Henry Ford Health
12.2021 - 10.2022
- Managed 600+ monthly patient billing and coding disputes with high accuracy and efficiency.
- Analyzed insurance rejections, identified coding errors, and escalated root causes for resolution.
- Ensured HIPAA compliance and patient confidentiality across all interactions.
- Monitored service levels and wait times to minimize patient impact.
Customer Account Specialist
Comcast Cable
06.2012 - 10.2020
- Maintained top rankings in customer satisfaction, escalation resolution, and retention.
- Handled billing disputes and complex account errors with accuracy and empathy.
Sales Representative
AT&T Mobility
10.2007 - 01.2012
- Consistently exceeded sales quotas in wireless and wireline services.
- Supported team performance through coaching and best practice sharing.
Education
Associate of Applied Science - Business Administration
Wayne County Community College District
Detroit, MI06.2026
Bachelor of Science - Business Administration And Management
Wayne State University
Detroit, MI12-2026
Liberal Arts Diploma - undefined
Martin Luther King Jr. Senior High School
Detroit, MI06.2005
Skills
- Epic Systems (Billing & Claims Processing)
- Claim Denials (EOB, Coverage, Coordination of Benefits)
- Payor Portal Navigation & Eligibility Verification
- Insurance registration and coding (CPT/HCPCS, revenue codes)
- Workflow Optimization & Queue Management
- Problem-Solving & Root Cause Analysis
- Patient Account Resolution & Recovery
- Leadership & Team Collaboration
- HIPAA Compliance
Timeline
Interim Supervisor
Henry Ford Health
07.2023 - Current
Patient Services Specialist II
Henry Ford Health
10.2022 - Current
Patient Services Specialist I
Henry Ford Health
12.2021 - 10.2022
Customer Account Specialist
Comcast Cable
06.2012 - 10.2020
Sales Representative
AT&T Mobility
10.2007 - 01.2012
Liberal Arts Diploma - undefined
Martin Luther King Jr. Senior High School
Associate of Applied Science - Business Administration
Wayne County Community College District
Bachelor of Science - Business Administration And Management
Wayne State University
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