CONSTANCE NEWBY
Fort Worth,TX
Summary
Dynamic professional with a strong background in client success management and customer service. Expertise in navigating complex client challenges and enhancing client experiences through effective communication and organizational skills. Proficient in leveraging technology and data to optimize operational processes and improve service delivery.
Overview
16
16
years of professional experience
Work History
CONSUMER ACCESS
Texas Health Huguley Hospital
Burleson, Texas
10.2024 - Current
- Completed day-to-day duties accurately and efficiently.
- Mature judgement in dealing with patients, physicians, and insurance representatives
• Working knowledge of Microsoft programs and familiarity with database programs
• Ability to effectively learn and perform multiple tasks, and organize work in a systematic and efficient fashion
• Ability to communicate professionally and effectively, both verbally and written
• Ability to adapt in ever-changing healthcare environment
• Ability to follow complex instructions and procedures, with a close attention to detail
• Adheres to government guidelines such as CMS, EMTALA, and HIPAA and corporate policies
• Understanding of HIPAA privacy rules and ability to use discretion when discussing patient-related information that is confidential in nature as needed to perform duties
• Knowledge of computer programs and electronic health record programs
• Exposure to insurance benefits; ability to decipher insurance benefit information
• Advanced understanding of insurance knowledge and benefits
• Advanced understanding of hospital electronic medical report (EMR) system - Verifies insurance eligibility and benefits, obtains pre-authorizations, and ensures Medicare compliance, including issuing Advance Beneficiary Notices of Noncoverage when required.
- Registered patients for services, collected demographic and insurance information, and minimized duplicate medical records to streamline patient processing.
- Created patient financial estimates, collected payments, established payment plans, and performed cashiering and cash reconciliation to ensure accurate financial transactions.
- Coordinated communication among patients, insurance providers, utilization management, clinical teams, and ancillary departments to enhance patient care and service delivery.
- Delivers excellent customer service by documenting patient and payer interactions, maintaining assigned work area coverage, and supporting PBX/switchboard operations as needed.
CLIENT SUCCESS MANAGER
Thryv
Dallas, Texas
01.2021 - 10.2024
- Collaborates with peers and senior managers to allocate proper resources to achieve superior client service.
- Provides exceptional knowledge of Thryv software and Thryv Leads to clients and peers.
- Demonstrates an extremely proactive, highly organized ability to manage multiple tasks.
- Demonstrates a team player attitude willing to help the team with any task as it relates to the greater good of the company, our clients, and products.
- Leads and participates in scheduling activities such as maintaining the calendars across all Thryv Service Specialists to ensure open availability for bookings, conducting outbound calls in support of appointment setting, and providing various client-facing tasks to support daily operations.
- Acts as mentor for software and product related needs including education/training, best practices, and assistance. Develops content for text ads, display ads, and keyword lists by industry verticals in accordance with advertiser focus.
- Monitors and manages the various integration partners in support of Thryv.
- Manages failure resolution or support request turnaround time within a ticketing system environment.
- Organizes, manages, and reports on delivery for projects with the integrations team.
- Provides support to other integration specialist team members.
- Monitors calendars for scheduling opportunities providing those updates to upper management daily.
- Proactively identifies opportunities to improve the client journey and experience.
- Evaluates client goals and develops strategy for increased engagement and business solutions.
- Monitored and analyzed program performance for active client assignments to ensure alignment with objectives and KPIs.
- Assists with account/campaign onboarding and manages ongoing campaign delivery.
- Contacted clients through multiple digital channels to onboard accounts/programs and resolved escalations as necessary.
- Identified opportunities to enhance campaign effectiveness through proactive analysis and client feedback.
- Periodically presents and reports results and campaign initiatives to senior managers.
- Conducts client weekly ongoing support to ensure Thryv goals are met.
- Engages business owners and/or teams on Thryv business model and leads conversation during video calls.
- Handles end-to-end campaign marketing management from campaign setup to troubleshooting and reporting.
Invoice Clerk
SPECS
Fort Worth, Texas
01.2018 - 01.2020
- Charged expenses to accounts and cost centers by analyzing invoices and expense reports for accurate financial tracking.
- Investigated past due invoices and delinquent accounts to recover revenues and minimize unpaid accounts.
- Tracked account activity by identifying outstanding payments owed by customers.
- Collecting payments whether in cash or credit.
- Managing transactions with customers using cash registers.
- Scanning goods and ensuring pricing is accurate.
Cosmetologist
SALON ON the HILL
North Richland Hills, Texas
05.2012 - 01.2020
- Consulted with clients to recommend personalized stylistic options that aligned with their preferences.
- Listening to clients' needs to determine their preferences.
- Describing different hair care products and their benefits.
- Shampooing, cutting, coloring, and highlighting hair.
- Offering manicure, pedicure, waxing, and facial services.
- Performing scalp treatments.
- Promoted and sold hair care retail products, enhancing clients' at-home hair care experience.
- Cultivated strong relationships with clients, fostering loyalty and encouraging repeat visits.
- Adhering to salon safety and cleanliness standards.
- Managing bookings and welcoming clients into the store.
- Keeping updated on hairstyle trends and styling methods.
- Appointment setting and office management.
- Managed billing, accounts payable and all receivables.
Clerk
WALMART
01.2010 - 01.2014
- Manage transactions with customers using cash registers.
- Scan goods and ensure pricing is accurate.
- Collect payments whether in cash or credit.
- Issue receipts, refunds, change or tickets.
- Facilitated transactions by managing stamp and coupon redemptions.
- Cross-sell products and introduce new ones.
- Resolve customer complaints, guide them and provide relevant information.
- Greet customers when entering or leaving the store.
- Maintain clean and tidy checkout areas.
- Track transactions on balance sheets and report any discrepancies.
- Ensured customer satisfaction by efficiently bagging, boxing, or gift-wrapping purchases.
- Handle merchandise returns and exchanges.
Education
Some College (No Degree) -
Ogle School
TXSkills
- HIPAA Certified
- Program Manager
- Reporting Expert
- Google/Bing Certified
- Sales Specialist
- Mentoring
- Salesforce
- Leadership
- Critical Thinking
- Thryv Specialist
- Customer Service
- Marketing
References
REFERENCES AVAILABLE UPON REQUEST
Education Certification
Cosmetology License
Timeline
CONSUMER ACCESS
Texas Health Huguley Hospital
10.2024 - Current
CLIENT SUCCESS MANAGER
Thryv
01.2021 - 10.2024
Invoice Clerk
SPECS
01.2018 - 01.2020
Cosmetologist
SALON ON the HILL
05.2012 - 01.2020
Clerk
WALMART
01.2010 - 01.2014
Some College (No Degree) -
Ogle School