Dayna Fludd
Greensboro,NC
Summary
Dynamic individual with hands-on experience in Patient Registration/Administration and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Financial Care Counselor
Duke Health
08.2024 - Current
- Answered numerous customer communications per day via telephone, email and web chat.
- Produced budget tools, educational support and referrals for clients.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Engaged with patients to provide critical information.
- Greeted and assisted patients with check-in procedures.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Responded to inquiries by directing calls to appropriate personnel.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
- Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
- Reconciled daily summaries of transactions to balance cash drawers and maintain accurate account of assigned banks.
Patient Service Representative
Atrium Health Wake Forest Baptist
12.2022 - 06.2024
- 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
Associate of Applied Science - Health Information Technology
DeVry University
01-2025
Medical Billing And Coding Certificate - Medical Billing And Coding
DeVry University
Downers Grove, IL09.2023
No Degree -
Winston-Salem State University
Winston-Salem, NCHigh School Diploma - undefined
James B Dudley High School
Greensboro, NC06.2007
Skills
- Customer Service
- HIPAA Compliance
- Insurance Verification
- Data Entry
- Appointment Scheduling
- Phone and Email Etiquette
- Complex Problem-Solving
- Insurance Billing
- Multitasking and Organization
- Medical Terminology
- Money Handling
- Team Collaboration
- Patient Education
- Training Coordination
- Administrative and Office Support
- Document filing
Certification
Certified CPR and AED Certification, American Heart Association, 08/01/2023
Timeline
Financial Care Counselor
Duke Health
08.2024 - Current
Patient Service Representative
Atrium Health Wake Forest Baptist
12.2022 - 06.2024
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
High School Diploma - undefined
James B Dudley High School
Associate of Applied Science - Health Information Technology
DeVry University
No Degree -
Winston-Salem State University
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