Cynthia D. Webb
Kansas City,MO
Summary
Resolute claims representative professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Reimbursement Coordinator
Saint Luke's Hospital
Blue Springs, MO
04.2023 - Current
- Assisted in negotiating favorable contract terms with insurance companies, contributing to improved financial outcomes for the organization.
- Supported organizational growth through active participation in networking events and industry conferences, staying abreast of emerging trends within the healthcare sector.
- Leveraged strong analytical skills to identify trends in payer behavior, enabling proactive adjustments to claims submission strategies when needed.
- Streamlined patient eligibility verification processes, resulting in reduced wait times for service authorization approvals.
Patient Accounts Rep
Saint Luke's Hospital
08.2022 - 04.2023
- Assisted colleagues during peak periods or absences, displaying teamwork skills while maintaining personal workload demands efficiently.
- Posted payments and processed refunds.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Worked with outside entities to resolve issues with billing, claims, and payments.
Benefits Verification Specialist
CVS Caremark
Buffalo Grove, IL
03.2020 - 07.2022
- Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
- Managed high-volume caseloads while maintaining strict deadlines for completing benefit verifications and authorizations.
- Ensured compliance with HIPAA regulations during all aspects of the benefit verification process, protecting patient privacy.
- Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
Insurance Verifications Specialist
Autism Home Support
Northbrook, IL
12.2018 - 08.2019
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Contacted insurance carriers to discuss policies and individual patient benefits.
Customer Service Manager/Collections
CDL Consultants
Waukegan, IL
06.2013 - 11.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Claims Processor
Cancer Treatment Centers of America
Zion, IL
07.2008 - 05.2012
- Handled up to 100 customer interactions daily, focusing on quality and efficiency achieving a 95% customer satisfaction rate through efficient problem-solving while processing insurance claims accurately and efficiently, adhering to the company’s policies and procedures.
- Reviewed and analyzed claim documentation, including receipts, invoices, and policy information while investigating claim discrepancies and resolving issues in collaboration with insurance providers and internal teams.
- Communicated with customers, vendors, and stakeholders to gather necessary information and clarify claim details. Maintained detailed records of claim activities, updates, and outcomes using the company’s internal systems.
Education
Diploma in Insurance Billing and Coding Specialist -
Herzing University
Madison, WI05-2015
Skills
- - Medical Billing - Claims Auditing
- - Claims Processing - Zendesk
- - Inbound & Outbound Calls - Tech Support
- - Issue & Complaint Resolution - CRM
- - Data Entry - Salesforce
- - All Microsoft Office - Fraud Detection
- - Empathy
- Epic
- Claim Logix - 60 WPM
Certification
- Illinois Department of Insurance
- Licensed Life and Health Insurance Agent
Timeline
Reimbursement Coordinator
Saint Luke's Hospital
04.2023 - Current
Patient Accounts Rep
Saint Luke's Hospital
08.2022 - 04.2023
Benefits Verification Specialist
CVS Caremark
03.2020 - 07.2022
Insurance Verifications Specialist
Autism Home Support
12.2018 - 08.2019
Customer Service Manager/Collections
CDL Consultants
06.2013 - 11.2018
Claims Processor
Cancer Treatment Centers of America
07.2008 - 05.2012
Diploma in Insurance Billing and Coding Specialist -
Herzing University