Faith Arnold
Waco
Summary
Ready To Work.
Self driven and Reliable
Overview
11
11
years of professional experience
Work History
Meduit Rcm
Medical Billing Solutions
Waco
09.2024 - Current
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked effectively in team environments to make the workplace more productive.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Verified insurance coverage and identified third-party payers for billing purposes.
- Answered customer inquiries regarding billings, payments, account status.
- Assisted in developing strategies for improving collections processes.
- Monitored accounts receivable activity to ensure timely payment of invoices.
- Maintained accurate records of collections, adjustments and denials in the system.
Retention Specialist
American Life Insurance Company
Waco
07.2021 - 06.2023
- Data Entry/ Data Retrival maintaining Hip Pa guidelines.
- Using best judgments based on profile data given for loan on policies for members
- Provided email confirmation responses
- Researched data according to files for given approved deferments.
- Provided quick and accurate files to underwriting for review
- Input accurate data from one database to another
- Neat, reliable and efficient
- Researched competitive offerings and identified opportunities for improving our product offering.
- Collaborated with other departments to develop promotional campaigns aimed at increasing retention rates.
- Implemented new technologies and processes designed to improve the overall customer experience.
Customer Service Representative/Lead
Conceptol Technologies
Waco
05.2014 - 12.2019
- Utilize a consultative approach in an effort to present the value of products and services with the purpose of retaining core products and customers, and selling products and services to existing customers.
- Receive a high volume of incoming phone calls and respond to inquiries in a manner that meets high quality, productivity, and other performance standards.
- Retain and upgrade cable services in accordance with company requirements and customer needs.
- Save customers from disconnecting or downgrading service; present benefits of products and services on all calls including billing, technical, collections, and other types of inquiries.
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines.
- Escalate unresolved complaints in a timely and effective manner, in accordance with escalation guidelines.
- Attempt to troubleshoot customers' service problems; schedule field service calls when necessary; Schedule customer appointments in accordance with established procedures.
- Communicate clearly both orally and in written form
- Reduced company costs
- Ensure a high level of customer satisfaction through proactive support and active listening
- Address customer concerns and provide solutions
- Educate customers on the value of our services
- Provide internal feedback on how to improve client retention
- Assist with other administrative tasks as needed
- Working and managing through different internal and external software systems on a daily basis. (i.e. SAP CRM, MS Office, Smartsheet, etc…)
Customer Service Representative
C3 Customer Contact Channles
Waco
06.2016 - 11.2018
- Check member Medicare benefits and advise of charge per visit
- Provided empathic understanding of the deductible and proper knowledge to comprehend.
- Followed strict HIPPA guidelines to assist the members for Medicare needs.
- Maintained excellent call times and met all set metric goals
- Research every issue for a provided step by step document to assist the members questions and concerns.
- Assisted with the online portal with members to help reset logins, process premium payments and check medication pricing.
- Documented necessary agents and provided the follow up for members request.
- Escalated calls to the proper department for further research beyond my boundaries
- Contacted necessary pharmacy and also postal services to assure the members medication was never late or misdelivered to the best of our ability.
- Handle customer requests, questions, and complaints on a variety of support channels.
- Generate leads and identify potential up-sell or cross-sell opportunities with existing customers.
- Keep track of customer expectations and recurring issues.
- Build a sustainable and mutually beneficial relationship between members and your brand.
Education
High school or equivalent -
Skills
- Payroll
- Communication Skills
- Cash Handling
- Front Desk
- Microsoft Word
- SAP CRM
- Smartsheet
- CRM Software
- Microsoft SharePoint
- Forecasting
- Clerical experience
- Marketing
- Typing
- Documentation review
- Customer retention/service
- Administrative experience
- Microsoft Office
- Microsoft Excel
- Microsoft Powerpoint
- Phone etiquette
- Billing procedures
- Accounts receivable
- Data entry
- Customer service
- Attention to detail
- Record keeping
Languages
English, Expert
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Data entry: Attention to detail, Proficient, 11/01/22
- Work style: Reliability, Proficient, 11/01/21
- Customer focus & orientation, Proficient, 11/01/21
- Spreadsheets with Microsoft Excel, Proficient, 08/01/21
- Protecting patient privacy, Proficient, 10/01/21
- Working with MS Word documents, Proficient, 08/01/21
- Customer service, Proficient, 08/01/21
Timeline
Meduit Rcm
Medical Billing Solutions
09.2024 - Current
Retention Specialist
American Life Insurance Company
07.2021 - 06.2023
Customer Service Representative
C3 Customer Contact Channles
06.2016 - 11.2018
Customer Service Representative/Lead
Conceptol Technologies
05.2014 - 12.2019