Dayna Fludd
Greensboro,NC
Summary
Organized Patient Service Representative with multiple years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Atrium Health Wake Forest Baptist
12.2022 - Current
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Handled customer service inquiries in person, via telephone and through email.
Provider Services Representative
Anthem INC
08.2020 - 09.2022
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Educated providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
- Promoted positive relationships between the organization and its network providers through timely responses to inquiries and effective issue resolution.
- Ensured compliance with regulatory requirements by conducting thorough audits of provider files and documentation.
Customer Service Professional
Blue Cross And Blue Shield
09.2016 - 01.2017
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Responded to customer calls and emails to answer questions about products and services.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Established trust with customers through transparent communication, providing honest assessments of situations and setting realistic expectations for resolution timelines.
- Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 80 patients each day.
Education
Medical Billing And Coding Certificate - Medical Billing And Coding
DeVry University
Downers Grove, IL09.2023
Some College (No Degree) -
Winston-Salem State University
Winston-salem, NCHigh School Diploma -
James B Dudley High School
Greensboro, NC06.2007
Skills
- Customer Service
- HIPAA Compliance
- Insurance Verification
- Medical terminology knowledge
- Appointment Scheduling
- Office Administration
- Phone and Email Etiquette
- Problem-Solving
- Insurance Billing
- Multitasking and Organization
- Medical Terminology
- Money Handling
- Team Collaboration
- Patient Education
- Training Coordination
- Administrative and Office Support
Certification
- Certified CPR and AED Certification, American Heart Association - obtained August 1, 2023
Timeline
Patient Service Representative
Atrium Health Wake Forest Baptist
12.2022 - Current
Provider Services Representative
Anthem INC
08.2020 - 09.2022
Customer Service Professional
Blue Cross And Blue Shield
09.2016 - 01.2017
Medical Billing And Coding Certificate - Medical Billing And Coding
DeVry University
Some College (No Degree) -
Winston-Salem State University
High School Diploma -
James B Dudley High School