Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Diana Bieghler

Raytown,MO

Summary

Capable Bilingual Patient and Customer Representative dedicated to providing superior support for patients/customers in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.

Overview

17
17
years of professional experience

Work History

Operations Specialist

MBPI
04.2024 - Current
  • Oversee day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
  • Boost customer satisfaction, addressing client concerns in a timely and professional manner.
  • Collected, arranged, and input information into database system.
  • Utilize advanced analytical skills in order to resolve complex operational issues effectively.
  • Improve operational efficiency by streamlining processes and implementing new systems.
  • Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
  • Process monthly business across multiple product lines while verifying coverage options and pricing.
  • Handle daily processing of cancellation requests.
  • Answer customer service calls related to operational functions.
  • Conduct QA testing and validate test results against operations processes.
  • Provide options and solutions to business and workflow problem

Consumer Access Specialist Tier II

AdventHealth
02.2020 - 04.2024
  • Improve client access to resources by implementing efficient scheduling and appointment systems.
  • Enhanced data accuracy in patient records through meticulous documentation of access-related information following HIPPA guidelines.
  • Leveraged knowledge of various software platforms to optimize the management of patient information and streamline daily tasks.
  • Served as a trusted resource for colleagues seeking guidance on complex access issues, sharing expertise and offering practical solutions to address challenges.
  • Assisted in implementing new EPIC EMR by training team in the use of the new system.
  • Assisted in creating efficient templates for scheduling specialty testing through EPIC.

Office Coordinator/SOC/ Area Field Trainer

Upstream Rehabilitation Partners
11.2013 - 02.2020
  • Streamlined onboarding process for new employees, reducing time to full productivity.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Developed training plans and Power Point instructional videos to facilitate quality educational environment.
  • Managed scheduling for multiple employees, ensuring optimal coverage during peak business hours.
  • Enhanced communication within the team through regular meetings and detailed reporting.

Bilingual Customer Service Representative

Americo Life Insurance and Annuity
09.2008 - 01.2011
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
  • Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.

Education

Associate of Arts - Science

Wentworth Junior Community College
Lexington, MO
05-2008

Skills

  • Spanish Fluency
  • Coaching and Development
  • MS Office, EPIC, Five 9, Cerner, VYNE, AS400, Click Up, MBPI Portal
  • Front-end & back-end office operations
  • High-Volume Environments
  • Customer Support
  • Business Management Principles
  • Sensible Problem Solver

Languages

Spanish
Native or Bilingual

Timeline

Operations Specialist

MBPI
04.2024 - Current

Consumer Access Specialist Tier II

AdventHealth
02.2020 - 04.2024

Office Coordinator/SOC/ Area Field Trainer

Upstream Rehabilitation Partners
11.2013 - 02.2020

Bilingual Customer Service Representative

Americo Life Insurance and Annuity
09.2008 - 01.2011

Associate of Arts - Science

Wentworth Junior Community College

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Diana Bieghler