CRYSTLE CARTER
PHILADELPHIA,PENNSYLVANIA
Summary
Resourceful Call Center Representative who consistently meets and exceeds productivity goals ability to resolve patient issues, adhere to deadlines, and resolve internal/external problems. Highly skilled in Microsoft Suite, Google, and Internet Explorer. Adept at establishing rapport with patients, colleagues, providers, and community partners. Experienced working with multiple electronic medical record systems, including SMS, CUBS, EPIC, and Centricity. Seeking a mid-level position to contribute diverse experience and knowledge.
Overview
17
17
years of professional experience
Work History
Remote Member Help Team Associate
Independence Blue Cross
08.2021 - Current
- Manage between 75-90 calls per day. Provide members with their explanation of benefits and summary reports. Assist Medicare Advantage members with medical, vision, and dental claims. Submit grievances and appeals on behalf of members.
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Increased customer satisfaction by resolving issues
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Identified issues, analyzed information and provided solutions to problems
- Actively listened to customers' requests, confirming full understanding before addressing concerns
Revenue Cycle Specialist
Spectrum Health Service
06.2017 - 03.2020
- Assist Patients that have medical coverage who don't keep up with their care to schedule medical and dental Appointments. Make sure patient has all of their prescriptions
- Updated patient accounts
- Identified and resolved payment issues between patients and providers
- Improved collection rate by creating automated communication cycles for late payments
MEDICAL BILLER
11.2014 - 12.2016
- Claims systems and member services systems Attained and kept current with knowledge and skills required to provide information
- Process and submit primary and secondary insurance claims to insurance companies Process itemized billing statements for patients Determined nature of calls and took all possible, including research, completing forms, or any follow-up necessary to resolve issues
- Prepared and forwarded appropriate requests to operating areas to accomplish action required as result of inquiries
- Met quality performance standards and worked within established timeframes
- Acquired knowledge of
Customer Service Representative II
Jeff Now
06.2008 - 10.2014
- Answered, routed, and resolved approximately 90-120 calls per day
- Handled patient scheduling, admittance, registration, and referrals
- Processed appointments for all departments within Jefferson system, including but not limited to radiology
- Utilized EMR system to process requests such as appointments, insurance, and verifications Supplied reports and statistical data as needed for patient reporting
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
- Met customer call guidelines for service levels, handle time and productivity
CERTIFIED MEDICAL ASSISTANT
Rothman Institute
08.2003 - 06.2008
- Assisted providers with wound care, applications of splints/casts, and culture collection Process patient records and record information
- Provided health screenings such as vision and auditory screenings, EKG, and urinalysis Provided patient education and counseling
- Maintained inventory and reported expired or low stocked items to immediate supervisor
- Prepared exam rooms and patients for appropriate procedures
- Checked patient vitals, medical history, and chief complaint
Education
Certification - Medical Assisting
Thompson Institute
Philadelphia, PA08.2004
Diploma - Medical Office Administration
DPT Business School
Philadelphia, PA08.1999
Diploma -
West Philadelphia High School
Philadelphia, PA06.1993
Skills
- Outstanding Communication Skills
- Attention to detail
- Knowledge retention
- Empathetic
- Resolve customer issues efficiently and courteously
- Collaborating with team members
Timeline
Remote Member Help Team Associate
Independence Blue Cross
08.2021 - Current
Revenue Cycle Specialist
Spectrum Health Service
06.2017 - 03.2020
MEDICAL BILLER
11.2014 - 12.2016
Customer Service Representative II
Jeff Now
06.2008 - 10.2014
CERTIFIED MEDICAL ASSISTANT
Rothman Institute
08.2003 - 06.2008
Certification - Medical Assisting
Thompson Institute
Diploma - Medical Office Administration
DPT Business School
Diploma -
West Philadelphia High School
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