DIANE HARVEY
Des Moines,CA
Summary
Diligent Customer Service Representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
17
17
years of professional experience
Work History
Sales Associate (Part-Time)
Walmart
West Des Moines, Windsor Heights , Iowa
08.2016 - Current
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Customer Service Representative
Department Of Treasury, IRS
West Des Moines, IA
03.2018 - Current
- Conducted Interviews via incoming calls with a wide range of individuals, third party representatives,e.g., CPAs, practitioners, attorneys.
- Made determinations and used sound judgement concerning controversial matters in reporting as appropriate.
- Developed, analyze, and evaluated information involving the research of records and the nature of each inquiry,
- Informed, advised, and answer inquiries,or resolve problems related to unique circumstances.
- Elicited sensitive, personal financial information from individuals to ensure compliance with reporting and disclosure requirements.
Medicaid/MCO Billing Specialist
Apple One, Child Serve
Johnston, IA
02.2017 - 04.2017
- Process pending denials on the aging report for children using day or respite services by completing reconsiderations and resubmitting the claims for payment
- Submit UHC reconsiderations for documentation requested by the payor
- Process denials for Amerihealth Caritas and Amerigroup therapy claims
Medical Billing Insurance Specialist I
Early Out Services
West Des Moines, Iowa
11.2015 - 01.2016
- Timely and accurately analyzes and prepares insurance claims to be submitted to insurance carriers regarding responsible sections of accounts receivable
- Responds to all inquiries, billing denials, correspondence, and phone requests by phone, email, or mail
- Documents activity within client's patient accounting system and EOS (Early Out System)
- Makes telephone and internet inquiries on accounts pending insurance reimbursement
Patient Account Rep
Health Scouts Staffing, Conifer Health Solutions
Des Moines, Iowa
06.2015 - 11.2015
- Upload insurance on tests using the STAR system
- Type up fax letters to return to clients for missing information on forms
- Write errors on test forms completed by the coders to go back to the facilities to correct
Patient Billing Rep
Pro Health Staffing, Mercy Physician Billing Office
Des Moines, Iowa
07.2014 - 06.2015
- Answer inbound calls via dialer system from patients, representatives of patients, physicians, and other external customers to resolve billing issues
- Note in between calls
- Accepted third party payments, made adjustments and verified and uploaded various insurances via phone and websites
Customer Service Rep
Aerotek, ADP
West Des Moines, Iowa
08.2013 - 02.2014
- Receive inbound calls from customers to enroll them in their benefits
- Escalate cases to upper management with a 48-hour turnaround
Collector in Credit Cards
Wells Fargo Card Services
West Des Moines, Iowa
04.2008 - 03.2012
- Initiate customer contact and determine reason for account delinquency
- Evaluate customer's financial situation and negotiate terms of repayment
- Performed skip tracing and/or collateral analysis
Education
AAS Degree - Human Services
Des Moines Area Community College
Des Moines, IA08.2017
Certificate - Medical Office Billing & Coding
Des Moines Area Community College
Des Moines, IA07.2012
High School Diploma -
Technical High School
Des Moines, IA05.1978
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
Timeline
Customer Service Representative
Department Of Treasury, IRS
03.2018 - Current
Medicaid/MCO Billing Specialist
Apple One, Child Serve
02.2017 - 04.2017
Sales Associate (Part-Time)
Walmart
08.2016 - Current
Medical Billing Insurance Specialist I
Early Out Services
11.2015 - 01.2016
Patient Account Rep
Health Scouts Staffing, Conifer Health Solutions
06.2015 - 11.2015
Patient Billing Rep
Pro Health Staffing, Mercy Physician Billing Office
07.2014 - 06.2015
Customer Service Rep
Aerotek, ADP
08.2013 - 02.2014
Collector in Credit Cards
Wells Fargo Card Services
04.2008 - 03.2012
Certificate - Medical Office Billing & Coding
Des Moines Area Community College
High School Diploma -
Technical High School
AAS Degree - Human Services
Des Moines Area Community College
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