Christine Wilcox
Milton,WI
Summary
Experienced in customer service with a diverse skill set in medical and insurance fields. Proficient in handling inquiries, resolving issues, navigating complex systems, and delivering accurate information promptly. Committed to providing exceptional customer support.
Overview
12
12
years of professional experience
Work History
Patient Access Care, Specialty Scheduling, ENT Lead
UW Health
06.2024 - Current
- Facilitated the onboarding process for schedulers at East Madison Clinic.
- Provided support to the scheduler by addressing questions on scheduling, tree concerns, and AR discrepancies.
- Training floats are coming into the clinic on work questions, and incoming calls.
- Act as a liaison with leadership in patient scheduling issues, training, education, communication, and problem-solving.
- Train new and current ENT scheduling team members on CSR work-ups, and how to navigate Epic.
- Worked to resolve scheduling issues, such as escalations, reschedules, and provider reschedules.
- Develop and maintain training materials.
- Collaborated with Ed Spec to develop training materials.
- Facilitated a training workshop.
Patient Access Care, Specialty Scheduling, ENT
UW Health
09.2023 - 06.2024
- Schedule complex appointments, which require the coordination of multiple resources to complete scheduling for surgical and non-surgical procedures.
- Assessed scheduling policies and procedures.
- Coordinated appointment bookings by managing phone inquiries from patients and families.
Patient accounts, Insurance Billing follow-up
Mercy Health System
10.2022 - 10.2023
- Verifies claims received by the payer and follows up to obtain payment via phone call or web portal.
- Review claim adjustments or explanations of benefits received by the payer to determine appropriate follow-up.
- Obtain and send the medical records needed to move claims to resolution.
- Ability to review billing forms for paper and electronic submissions for accuracy.
- Calls patients or payers directly to obtain needed information to resolve an account balance.
- Epic work, ques.
Patient Accounts, Insurance Follow- Up Hospital Billing
UW Health
06.2021 - 10.2022
- Obtain payment by verifying claims and contacting payers.
- Ensure claims are verified and payment is obtained using phone or web portal.
- Evaluated explanations of benefits from payers to determine next steps.
- Composed payer appeals.
- Coordinated retrieval and delivery of necessary medical documents to expedite claim processing.
- Ensured accuracy in billing forms submitted electronically and on paper.
Patient Registrar
Mercy Health System
12.2021 - 06.2022
- Managed patient arrivals at Hospital, ER, Urgent Care.
- Documented patient symptoms in prioritized sequence.
- Processed copays and self-pay transactions efficiently.
- Facilitated understanding of Medicare information.
- Utilized Epic to input and retrieve data.
Claims Customer Service Specialist
Insurance TPA
12.2018 - 12.2021
- Delivered exceptional customer support to enhance satisfaction.
- Guided onboarding process for new employees.
- Demonstrated strong problem-solving abilities in insurance product administration.
- Operated effectively in a high-volume, high-stress environment.
- Managed high-volume daily email correspondence.
- Utilized Google Drive for efficient file sharing and collaborative document management.
- Managed accounts receivable processes.
- Addressed and resolved customer grievances.
- Managed product-related issues with effective administrative solutions.
Inspector/Packer mini shift
Prent corporation
01.2016 - 01.2018
Head Bartender
Countryview Bar and Grill
01.2016 - 01.2018
CNA
Agrace Hospice
01.2013 - 01.2014
- Facilitated the onboarding process for schedulers at East Madison Clinic.
- Provided support to the scheduler by addressing questions on scheduling, tree concerns, and AR discrepancies.
- Training floats are coming into the clinic on work questions, and incoming calls.
- Act as a liaison with leadership in patient scheduling issues, training, education, communication, and problem-solving.
- Train new and current ENT scheduling team members on CSR work-ups, and how to navigate Epic.
- Worked to resolve scheduling issues, such as escalations, reschedules, and provider reschedules.
- Develop and maintain training materials.
- Collaborated with Ed Spec to develop training materials.
- Facilitated a training workshop.
Education
General Education - undefined
Blackhawk Technical College
Medical Billing
Devry Online
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Leadership
Accomplishments
UW Health became a part of the leadership team after 3 months of employment
Timeline
Patient Access Care, Specialty Scheduling, ENT Lead
UW Health
06.2024 - Current
Patient Access Care, Specialty Scheduling, ENT
UW Health
09.2023 - 06.2024
Patient accounts, Insurance Billing follow-up
Mercy Health System
10.2022 - 10.2023
Patient Registrar
Mercy Health System
12.2021 - 06.2022
Patient Accounts, Insurance Follow- Up Hospital Billing
UW Health
06.2021 - 10.2022
Claims Customer Service Specialist
Insurance TPA
12.2018 - 12.2021
Inspector/Packer mini shift
Prent corporation
01.2016 - 01.2018
Head Bartender
Countryview Bar and Grill
01.2016 - 01.2018
CNA
Agrace Hospice
01.2013 - 01.2014
General Education - undefined
Blackhawk Technical College
Medical Billing
Devry Online
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