CRYSTAL MCCOY
Customer Service
Carencro,USA
Summary
Versatile and solutions-driven administrative professional with outstanding accounting experience, seeking a position that utilizes skill set, and education while offering opportunities for growth and development.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Answering/Customer Service Specialist (REMOTE)
A1 Professional Answering Service
08.2020 - Current
- Supervised 10 employees, resulting in a 35% reduction in operational errors.
- Streamlined customer service processes by expertly managing administrative tasks in Microsoft Office,
- Efficiently handled 100+ daily incoming calls on Infinity multi-line system, maintaining a 90% customer satisfaction rate.
- Streamlined business communications by accurately transcribing messages from over 1,000 monthly calls, enhancing client satisfaction.
- Conducted 150+ follow-up calls, securing a 95% client satisfaction rate.
- Safeguarded sensitive information, ensuring 100% compliance with industry confidentiality standards.
- working directly in multiple client systems where applicable
- Led workflow organization, juggling multiple tasks that cut project delivery times by 25%.
- communication channels including Web Chat
- communicate information to various team members
Account Representative (Early Out) (Remote)
Pinnacle Health Care Group/Adreima
11.2014 - 08.2020
- Enhanced communication efficiency to leadership, achieving a 30% reduction in response times.
- Led a health care debt management initiative that saved the company $1.2M in potential write-offs over 2 years.
- Managed financial transactions amounting to $500K monthly, maintaining 100% accuracy in billing and payment reconciliation.
- Reduced overdue payments by 40% through effective client communication and follow-ups.
- Led negotiation strategies, achieving a 95% payment completion rate across 200+ transactions.
- Streamlined coding process for medical procedures, resulting in a 20% increase in efficiency and 100% compliance with payer requirements.
- Oversaw comprehensive patient billing, effectively handling over 500 accounts monthly and decreasing outstanding receivables by 15%.
- Enhanced insurance reimbursement efficiency, cutting claim processing time by 30% and boosting cash flow.
- Processed over 1,000+ claims and transfers monthly, ensuring a 98% accuracy rate for third-party payers.
- Managed billing for over 5,000 patients monthly, maintaining a 98% accuracy rate and reducing processing time by 25%.
- Streamlined Medicaid, insurance, and self-pay processes, enhancing payment accuracy to 98% and increasing verification speed by 25%.
Customer Service Representative
Home Furniture
05.2013 - 08.2014
- Boosted sales by 20% through personalized product recommendations, meeting the needs of over 500 customers monthly.
- Prepared and processed 350+ sales slips and contracts, leading to a 30% increase in customer onboarding speed.
- Streamlined process for 200 specialized requests, reducing turnaround time by 20%.
- Drove a 20% rise in ancillary product sales by implementing strategic suggestive selling techniques.
- Orchestrated diverse financing options, improving customer satisfaction scores by 25%.
- Elevated customer satisfaction by 20% through superior service and timely resolutions in over 300 cases.
- Ensured $500K in payments were balanced and compliant with accounting principles, achieving zero discrepancies.
Account Representative
Patient Financial Management Services/Schumacher
09.2012 - 05.2013
- Elevated weekly profits from $25,000 to $44,000+, achieving a 76% increase in revenue through strategic management.
- Processed and filed Medicaid, Medicare, Workman's Comp, and traditional insurance claims, reducing processing times by 20%.
- Enhanced collections strategy and negotiated settlements, increasing recovery of past due accounts by 40% and recouping $300K.
- Coordinated with 5 major insurance firms, ensuring swift payment completion and boosting revenue by 15%.
- Secured payment arrangements with 95% of clients, boosting on-time payments by 30%.
Office Manager
River Oaks Nursing Home
06.2009 - 07.2012
- Oversaw office operations, enhancing interdepartmental collaboration by 30% through strategic restructuring.
- Managed financial transactions and procedures in QuickBooks, enhancing operational productivity by 20%.
- Streamlined filing system for patient confidential files, improving retrieval efficiency by 20%.
- Executed data entry tasks with 100% accuracy across 500+ records, significantly improving database reliability.
- Scheduled all patient appointments including, but not limited, to the doctor.
- Delivered comprehensive training, boosting new hire proficiency by 40% within the first month.
- Increased productivity by 25% through precise identification and improvement of 10 performance indicators.
- Delivered constructive performance feedback to 50+ employees, improving overall team efficiency by 20% within 6 months.
- Orchestrated and refined employee workflows, achieving a 20% improvement in operational efficiency.
- Evaluated 150+ work assignments monthly, ensuring compliance with stringent standards and achieving a 95% approval rate.
- Administered HR policies and incentives, driving a 25% increase in team performance metrics across 5 departments.
Education
Computer Information -
Remington Technical College
High School Diploma - undefined
Northside High School
05.1999
Skills
- Microsoft Outlook
- PowerPoint
- Word Perfect
- 10-key (8,000kpm)
- 50 wpm
- Windows XP/2000
- ME,NT,98
- Microsoft Word
- Internet
- Fax/copier/scanner
- Microsoft Access
- Vista
- QuickBooks
- Account Payables & Receivables
- Medical Insurance billing / Commercial insurance billing & follow up
Certification
- MCAS - Microsoft Certified Application Specialist
- HIPAA Certified
Languages
English
Full Professional
Timeline
Answering/Customer Service Specialist (REMOTE)
A1 Professional Answering Service
08.2020 - Current
Account Representative (Early Out) (Remote)
Pinnacle Health Care Group/Adreima
11.2014 - 08.2020
Customer Service Representative
Home Furniture
05.2013 - 08.2014
Account Representative
Patient Financial Management Services/Schumacher
09.2012 - 05.2013
Office Manager
River Oaks Nursing Home
06.2009 - 07.2012
High School Diploma - undefined
Northside High School
Computer Information -
Remington Technical College