Gabrielle Chess
Sacramento,CA
Summary
Customer-focused Service Supervisor with qualifications in customer service, personal service, account management, staff development and team leadership. Superb conflict resolution and de-escalation abilities. Accomplished in delivering world-class service and improving customer interactions.
Overview
9
9
years of professional experience
Work History
Patient Access Service Supervisor
UC Davis Health
02.2023 - 08.2023
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Maintained up-to-date information in electronic medical records software.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Kept high average of performance evaluations.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Interceded between employees during arguments and diffused tense situations.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Enhanced team performance by implementing effective training programs and regularly evaluating staff progress.
Revenue Cycle - Quality Assurance
Sutter Health
12.2017 - 01.2022
- Erforms activities that relate to pre-registration and financial clearance for multiple patient types (e.g
- Inpatient Admissions,
- Diagnostic Outpatients,
- Ambulatory Surgery, Series accounts), and supports coverage of other departmental divisions;
- Notifies patient/guarantor of patient liabilities, collects such liabilities, and/or refers appropriate cases to Financial
- Counseling
- Conducts insurance eligibility/benefit verification, referral/authorization, and financial education on designated accounts
- Assess agent performance, While Monitoring agent calls
- Provide Coaching and developing plans for learning and skill development, while identifying trends
- Assist in improving the patient experience
- Accompany evaluations with meaningful and constructive feedback
- Improved overall patient satisfaction with billing and insurance procedures for a more positive experience.
Customer Service Representative
HealthNet
09.2016 - 02.2017
- Effectively communicates, written and verbally, Health Net policies, procedures, and applicable benefits to members and/or providers who have misinterpreted, were unaware of, or are questioning a Health Net policy or decision
- Researches claims according to established policies and procedures
- Determines claim status and consults with appropriate staff and/or management on all questionable claims in order to ensure proper disposition
- Referrals/Authorizations research.
IFP Concierge Customer Care
Blue Shield Of CA
09.2014 - 03.2015
- Reviews, analyzes and processes claims/policies related to events to determine extent of company's liability and entitlement
- Conduct claim analysis
- Assessing reports and the need to make adjustments within compliance timeframes
- Consistently meet established productivity, schedule adherence, and quality standards
- Comprehensive resolution of pharmacy calls concerning benefit coverage, co-pays, formulary coverage, vacation overrides, and utilization management requirements.
Education
High School Diploma -
Visions In Education Charter School
Skills
- Analyzing Claims Critical Thinking Call Monitoring Feedback Utilization management
- Medical billing Primary and secondary billing EPIC EMR ICD 10 Coding IDK
- NEXTGEN
- Certifications
- RHIT RHIA
- Patient Registration
- Medical Terminology
- Insurance Company Knowledge
- Hospital Security
- Revenue Cycle Management
- Electronic Health Records Systems
- Team Collaboration
- Performance Strategies
- Quality Assurance
- Critical thinking
- Complaint Handling
Timeline
Patient Access Service Supervisor
UC Davis Health
02.2023 - 08.2023
Revenue Cycle - Quality Assurance
Sutter Health
12.2017 - 01.2022
Customer Service Representative
HealthNet
09.2016 - 02.2017
IFP Concierge Customer Care
Blue Shield Of CA
09.2014 - 03.2015
High School Diploma -
Visions In Education Charter School
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