Gina Mason
Marion,IL
Summary
Customer service professional with proven ability to handle inquiries, resolve issues, and ensure positive client experiences. Skilled in communication, problem-solving, and adaptability. Strong team collaborator focused on achieving targets and maintaining high standards. Reliable and flexible, ready to meet changing needs and deliver results.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Bartender
The Cross Eyed Bear
Marion, IL
05.2026 - Current
- Mixed and served drinks to enhance guest experience
- Scheduled and coordinated entertainment to engage customers
- Money management
- Cleaning
- Prepared ingredients for menu items in a timely manner.
- Handled financial transactions to ensure precise record keeping.
Customer Service Associate
Blue Cross and Blue Shield of IL
Marion, IL
06.2013 - Current
- Throughout my time with HCSC I covered a variety of different roles, ranging from provider and member services.
- Duties included but were not limited to, benefit and eligibility, claims processing and adjudicating, primary and secondary COB update, EOB disbursement, and many other related tasks for provider services.
- For our Members i have spent brief time enrolling and explaining the different plans with coverage options best for patient needs and criteria and what medical treatment they have projected for a policy that offers the most benefit to the Member.
- I've also served as a "round table" collaborator, provided feedback to CA’s, and their management.
- Special project work is also assigned to me to work through more effective workflows and processes for improvement and development of company goals.
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
Bartender
Pin Oak Pub
Carterville, IL
07.2020 - 05.2022
- Led bartending operations, overseeing staff and ensuring quality service.
- Managed store access and security during shifts
- Money Management
- Processed orders from distributors, maintaining inventory levels and product availability.
- Provided assistance to customers in a friendly manner
- Handled cash transactions and balanced registers daily
- Conducted opening and closing procedures for daily operations
- Managed bar inventory, reducing waste and optimizing stock levels.
- Trained and mentored junior bartenders on mixology techniques and customer service best practices.
- Developed seasonal drink menus, enhancing customer engagement and satisfaction.
A/R Specialist
Southern Orthopedic Associates
Marion, IL
10.2019 - 04.2020
- Responsible for billing insurance companies for patient care, including secondary coverage.
- Applied payments to patient accounts from insurance checks and vouchers.
- Adjusted provider billing to reflect services rendered.
- Handled phone and email inquiries to assist patients
- Submitted medical records to ensure accurate patient information
- Performed targeted collections on past due accounts aged over 28 days.
- Collaborated with insurance companies to verify patient coverage and expedite claims processing.
- Implemented process improvements that reduced billing errors and improved cash flow.
Claims Processor
WPS Health Solutions
West Frankfort, IL
01.2019 - 08.2019
- Engaged with the veteran claim processing contract to create a comprehensive approach for claim processing, covering tasks such as billing, invoicing, authorization, adjustments, recoups, and referral verification.
- Processed and adjudicated insurance claims efficiently to ensure timely resolution and accuracy.
- Analyzed claim data to identify discrepancies and initiate corrective actions for improved outcomes.
- Collaborated with cross-functional teams to streamline claims processing workflows and enhance service delivery.
- Processed claims accurately, ensuring compliance with regulatory guidelines and internal policies.
- Mentored junior staff on best practices for claims submission and troubleshooting complex cases.
CNA - Certified Nursing Assistant
SI Podiatry
Herrin, IL
07.2012 - 05.2013
- Assisted doctor with patient consultations
- Delivered compassionate patient care, addressing needs and concerns to ensure comfort
- Managed incoming phone calls for scheduling
- Conducted insurance verification for patient eligibility
- Monitored vital signs and documented changes in patient conditions to support clinical decision-making.
- Educated patients on post-treatment care and preventive measures to enhance recovery outcomes.
- Streamlined appointment scheduling processes, reducing patient wait times and enhancing clinic efficiency.
- Led initiatives to maintain a clean, organized environment, adhering to health regulations and standards.
Customer Service Representative
Hyatt
Marion, IL
01.2011 - 03.2012
- Answered phone calls to assist customers
- Provided customer service at hotel reception
- Performed duties as a Customer Assistant II
- Delivered exceptional customer service by promptly addressing guest inquiries and resolving issues.
- Collaborated with team members to enhance overall guest experience through effective communication.
Education
High School Diploma - CNA
Marion High School
Johnston City05.2007
High School Diploma -
Johnston City High School
Johnston City, IL05.2007
Skills
- Medical billing
- Beverage knowledge
- Point of sale
- Patient billing
- Inventory management
- Medical office experience
- Order processing
- Conflict resolution
- ICD-10
- Client communication
- Medical records management
- Appointment scheduling
- Drink preparation
- Clinical office experience
- Point of sale software
- Cash handling
- Collaborative work
- Customer service techniques
- Medical explanation of benefits reviews
- Insurance medical billing
- Order documentation
- Customer confidentiality
- Surgical procedures
- CPT coding
- Service recovery
- EOB reviews
- Documentation review
- Report preparation
- Customer communication
- Collaborate with healthcare professionals
- Active listening
- Support for cognitive disabilities
- Patient Care
- EHR management
- Phone answering
- Data research
- Payment posting
- Answering Phones
- Customer transactions
- Data Entry
- 10 key typing
- Typing
- Computer operation
- Technical Proficiency
- Computer literacy
- Insurance communication
- Microsoft Outlook
- Transaction processing
- Sales reporting
- Customer verification
- Research
- Administrative experience
- Guest services
- Processing cash transactions
- Customer interaction
- Oral surgery
- Documentation analysis
- Dental insurance
- HCPCS
- DRG
- Mobile devices
- Beverage sales
- Analysis skills
- Empathy
- Appeals
- Medical Records
- Insurance billing
- Insurance communication
- Insurance prior authorization
- Patient triage
- Customer engagement
- Medical software
- Front of house
- Experience with individuals with cognitive disabilities
- Analytical thinking
- ICD-10
- POS systems
- Typing
- Computer operation
- Empathy
- Service verification
- Collections management
Certification
CNA, May 2007 to Present, Basic nursing functions, Driver's License, Certified Nursing Assistant (CNA), CPR
Additional Information
Willing to relocate: Anywhere
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Bartender
The Cross Eyed Bear
05.2026 - Current
Bartender
Pin Oak Pub
07.2020 - 05.2022
A/R Specialist
Southern Orthopedic Associates
10.2019 - 04.2020
Claims Processor
WPS Health Solutions
01.2019 - 08.2019
Customer Service Associate
Blue Cross and Blue Shield of IL
06.2013 - Current
CNA - Certified Nursing Assistant
SI Podiatry
07.2012 - 05.2013
Customer Service Representative
Hyatt
01.2011 - 03.2012
High School Diploma - CNA
Marion High School
High School Diploma -
Johnston City High School