Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Colleen Dye

Management
Spotsylvania,VA

Summary

Dynamic customer service leader with a proven track record at Kohls Department Store, enhancing team performance through effective training and mentoring. Skilled in complaint resolution and process improvement, I consistently elevated customer satisfaction and operational efficiency, demonstrating strong decision-making and organizational abilities.

Overview

26
26
years of professional experience

Work History

Customer Service Area Supervisor

Kohls Department Store
06.2017 - Current
  • Supervised customer service team to ensure high-quality service and operational efficiency.
  • Trained staff on product knowledge and effective communication techniques.
  • Resolved escalated customer issues, enhancing satisfaction and loyalty.
  • Implemented process improvements that streamlined service operations and reduced response times.
  • Monitored performance metrics to assess team productivity and service quality.
  • Conducted regular training sessions to enhance team skills and maintain compliance with company standards.
  • Collaborated with management to develop strategies for improving overall customer experience.
  • Led by example, consistently demonstrating a commitment to excellence and inspiring team members to strive for the same level of achievement.
  • Analyzed customer feedback to identify trends, leading to continuous improvement of service standards.
  • Managed escalated issues, providing timely resolutions that maintained high levels of customer satisfaction.
  • Coached employees through day-to-day work and complex problems.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cross-trained existing employees to maximize team agility and performance.

Dental Receptionist

Polifko and Dvorak DDS
04.2009 - 09.2013
  • Managed patient scheduling and appointment confirmations to optimize office workflow.
  • Coordinated insurance verification processes, ensuring accurate patient billing and minimal delays.
  • Enhanced patient communication by implementing efficient check-in procedures and follow-up reminders.
  • Trained new staff on office protocols, improving team efficiency and service quality.
  • Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
  • Handled sensitive situations professionally such as discussing treatment costs or past-due account balances with patients to ensure a satisfactory resolution.
  • Improved billing accuracy by diligently verifying insurance coverage and updating patient financial records accordingly.
  • Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
  • Facilitated clear communication between dentists, dental assistants, and patients to ensure optimal care coordination.
  • Promoted a positive work environment by fostering strong relationships with colleagues across all roles within the practice.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Increased office efficiency with meticulous record-keeping of patient information, treatment plans, and payment history.
  • Handled patient complaints quickly and professionally to restore patient confidence and prevent loss of clientele.
  • Supported dentist in maintaining accurate documentation of treatment plans for better continuity of care between visits.
  • Addressed patient inquiries and concerns with empathy and professionalism, fostering trust and loyalty.
  • Enhanced patient satisfaction by efficiently managing appointment schedules and reducing waiting times.

Dental Receptionist

VA Smiles
09.2003 - 08.2008
  • Streamlined front desk operations by integrating electronic health record systems for improved data accuracy.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
  • Provided excellent customer service to create positive experiences and build patient trust.
  • Enhanced patient satisfaction by efficiently managing appointment scheduling and confirmations.
  • Reduced wait times by quickly greeting patients upon arrival and assisting with the check-in process.
  • Greeted visitors and patients to determine needs, check appointments, and direct accordingly.
  • Managed accounts receivable duties by timely invoicing patients for services rendered while tracking payments received or outstanding balances due accurately.
  • Managed patient billing processes for timely, accurate payments.
  • Completed new patient registrations in software to create accurate and comprehensive records.
  • Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
  • Ensured patient privacy by adhering to all HIPAA regulations during the collection, storage, and sharing of sensitive information.
  • Expedited appointment scheduling through effective utilization of office management software systems.
  • Supported dental staff during peak times by assisting with patient preparation and post-care instructions.
  • Streamlined front office operations for improved patient flow by implementing effective filing and documentation system.
  • Ensured compliance with health and safety regulations by maintaining up-to-date knowledge of best practices and conducting regular audits.
  • Contributed to positive workplace environment by collaborating closely with dental professionals and office staff.
  • Improved communication between dental staff and patients, ensuring clarity in treatment plans and procedures.
  • Optimized office workflow and reduced administrative errors by introducing more efficient document management system.
  • Improved data accuracy and patient record management with diligent updating and organizing of digital and physical files.
  • Improved patient understanding and compliance with treatment plans by explaining procedures and answering questions.
  • Facilitated smoother billing process by accurately verifying insurance coverage and processing claims.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Assisted with medical coding and billing tasks.
  • Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
  • Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.

Medical Coder

Mary Washington Hospital
04.2001 - 05.2004
  • Reviewed and analyzed medical records to ensure accurate coding and compliance with regulations.
  • Collaborated with healthcare providers to clarify documentation for optimal coding accuracy.
  • Implemented quality assurance processes to improve coding accuracy and reduce claim denials.
  • Monitored coding trends and updates in regulations, adapting practices accordingly to maintain compliance.
  • Increased coding accuracy by diligently reviewing medical documentation and applying appropriate codes.
  • Resourcefully used various coding books, procedure manuals, and on-line encoders.
  • Reviewed patient charts to better understand health histories, diagnoses, and treatments.
  • Reduced claim denials by maintaining thorough knowledge of payer-specific requirements and guidelines.
  • Monitored changes in coding regulations to provide recommendations for compliance.
  • Collaborated with physicians to obtain necessary documentation, improving claim approval rates.
  • Promoted teamwork within the department through effective communication and collaboration on complex cases.
  • Supported the implementation of electronic health record systems, simplifying the coding process.
  • Reviewed, analyzed, and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
  • Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
  • Streamlined the billing process for faster reimbursement by submitting accurate and timely insurance claims.

Medicare Billing Specialist

Pratt Medical Center
08.1999 - 04.2001
  • Processed Medicare claims efficiently, ensuring compliance with regulatory standards and guidelines.
  • Reviewed billing discrepancies, collaborating with healthcare providers to resolve issues promptly.
  • Maintained accurate patient records in electronic systems, enhancing data integrity and accessibility.
  • Educated team members on Medicare policies, fostering a culture of continuous learning and improvement.
  • Analyzed complex medical insurance claims to ensure compliance with regulations and policies.
  • Collaborated with healthcare providers to resolve billing discrepancies and improve claim processing efficiency.
  • Mentored junior team members on best practices in medical insurance management and customer communication strategies.
  • Demonstrated adaptability during software transitions, quickly learning new systems to maintain productivity levels throughout implementation periods.
  • Collaborated with medical staff to obtain necessary documentation for accurate claim submissions.
  • Streamlined claim submission process for faster turnaround times and reimbursement rates.
  • Conducted thorough reviews of denied claims, identifying errors or missing information before resubmitting corrections for payment approval.
  • Served as a reliable resource for colleagues, sharing expertise on industry trends, changes in coding practices, or updates to payer requirements as needed.
  • Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and other applicable regulations in all aspects of the role.
  • Reduced claim denials by verifying patient eligibility and coverage details prior to submission.
  • Consistently exceeded performance benchmarks, processing a high volume of claims accurately within designated timeframes.
  • Maintained compliance with industry regulations by staying updated on coding changes and guidelines.
  • Achieved timely resolution of claim issues through effective communication with insurance carriers and healthcare providers.
  • Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
  • Researched and resolved complex medical claims issues to support timely processing.

Education

GED -

Stonewall Jackson
Manassas, VA
06-1997

Skills

  • Customer relations
  • Training and mentoring
  • Delegation and supervision
  • Team building
  • Stress tolerance
  • Team leadership
  • Multitasking and organization
  • Decision-making
  • Goal setting
  • Complaint resolution
  • Team coaching

Accomplishments

  • Supervised team of 20 staff members.

Timeline

Customer Service Area Supervisor

Kohls Department Store
06.2017 - Current

Dental Receptionist

Polifko and Dvorak DDS
04.2009 - 09.2013

Dental Receptionist

VA Smiles
09.2003 - 08.2008

Medical Coder

Mary Washington Hospital
04.2001 - 05.2004

Medicare Billing Specialist

Pratt Medical Center
08.1999 - 04.2001

GED -

Stonewall Jackson

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Colleen DyeManagement