Summary
Overview
Work History
Education
Skills
Timeline
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Christina Bass

Hope Mills,NC

Summary

Proven in enhancing customer satisfaction and streamlining billing processes at Fayetteville Womans Care, I leverage expert problem-solving abilities and Athena & Epic system proficiency. Achieved a significant reduction in billing errors, demonstrating strong critical thinking and a commitment to excellence. My professional approach ensures high-quality service and operational efficiency. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in medical 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Stanley Steemer
06.2023 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Insurance Billing Clerk

Fayetteville Womans Care
09.2012 - 05.2023
  • Facilitated smooth transitions during system updates, adapting quickly to new software tools for improved data management capabilities.
  • Enhanced customer satisfaction with prompt resolution of billing issues and inquiries.
  • Kept up-to-date with industry best practices and regulatory changes, ensuring the department''s continued compliance with relevant standards.
  • Decreased billing errors by thoroughly reviewing invoices and identifying discrepancies in a timely manner.
  • Contributed to team success by providing support to colleagues during high-volume periods or staff absences.
  • Improved claim processing efficiency by accurately entering data and verifying insurance information.
  • Streamlined workflow by organizing and prioritizing daily tasks for efficient claim processing and submission.
  • Maintained accurate records by updating patient information and insurance details in the database regularly.
  • Maintained open lines of communication between departments involved in the billing process, working together to resolve any discrepancies found.
  • Educated patients about their insurance benefits, helping them understand complex policies and out-of-pocket expenses better.
  • Developed positive relationships with healthcare providers, fostering clear communication channels for effective coordination on billing matters.
  • Managed time effectively, consistently meeting deadlines for submitting claims within designated filing windows.
  • Ensured compliance with industry regulations, safeguarding sensitive client data while adhering to privacy requirements.
  • Assisted with reducing outstanding accounts receivables by diligently following up on unpaid claims and denied coverage cases.
  • Responded to customer concerns and questions on daily basis.
  • Used data entry skills to accurately document and input statements.
  • Handled account payments and provided information regarding outstanding balances.
  • Collaborated with customers to resolve disputes.
  • Utilized various software programs to process customer payments.
  • Monitored outstanding invoices and performed collections duties.
  • Processed payment via telephone and in person with focus on accuracy and efficiency.
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.

Registration Representative

Legacy Pediatrics
09.2009 - 09.2012
  • Maintained accurate records by updating patient demographics, insurance, and financial information.
  • Supported hospital compliance efforts by adhering to HIPAA guidelines and maintaining the confidentiality of patient information.
  • Improved overall work environment through active participation in department meetings, sharing ideas for enhancements, and supporting team-building initiatives.
  • Implemented time-saving strategies for quicker completion of registration tasks without compromising accuracy or quality of service.
  • Provided thorough information about admissions policies, financial requirements, and check-in procedures.
  • Collected demographic and insurance information from patients.
  • Contributed to revenue growth by identifying opportunities for additional services or insurance billing adjustments.
  • Verified insurance benefits, processed payments, and issued receipts.
  • Reduced errors in data entry through thorough review of inputted information and timely corrections when necessary.
  • Determined appropriate appointment type and scheduled each in system.
  • Enhanced patient registration experience by efficiently gathering and verifying required information.
  • Organized, checked and submitted all related paperwork.
  • Completed registration paperwork, verifying accurate patient information.
  • Answered patient questions and inquiries regarding registration process and documentation.
  • Coordinated scheduling for patient follow-up appointments in accordance with physician requests.
  • Confirmed patient demographics and updated practice management software for accuracy.
  • Assisted other clerks with front desk duties, answering questions and accurately using reservation system.
  • Assisted in processing patient payments via cash, checks and credit cards.
  • Processed medical records requests, assuring release only to appropriate parties proper authorization.
  • Welcomed as many as 50 patients daily, directing to appropriate departments within facility and coordinating assistance with transportation.
  • Entered patient information into payment system accurately for billing purposes.
  • Scheduled patient appointments, collected copays and verified insurance coverage to complete check-ins.
  • Updated patient contact information to support accurate electronic medical records.
  • Safeguarded patient privacy with strict adherence to data security protocols related to electronic health records.
  • Operated standard office software applications to compile data and prepare information and correspondence.
  • Retrieved medical data for physicians and patients.
  • Upheld HIPAA regulations and standards for protecting patient information.
  • Coded and abstracted medical records according to ICD-10-CM and CPT coding guidelines.
  • Secured confidential patient information from unauthorized access.
  • Studied and researched various medical terms as well as software and coding systems.

Education

High School Diploma -

South View High School
Hope Mills, NC
06.1999

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Money handling abilities
  • Payment Processing
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Scheduling
  • Follow-up skills
  • Paperwork Processing
  • Appointment Scheduling
  • Microsoft Office Suite
  • Prioritization
  • Clerical Support
  • Filing
  • Coordination
  • Recordkeeping strengths
  • Research
  • Service Upselling
  • Office equipment proficiency
  • Proofreading
  • Document Control
  • Medical terminology knowledge
  • Record preparation
  • Athena & Epic scheduling system proficiency
  • Credit adjustments

Timeline

Customer Service Representative

Stanley Steemer
06.2023 - Current

Insurance Billing Clerk

Fayetteville Womans Care
09.2012 - 05.2023

Registration Representative

Legacy Pediatrics
09.2009 - 09.2012

High School Diploma -

South View High School

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Christina Bass