Haley Stines
Jacksonville,FL
Summary
Dedicated professional with strong customer service focus and conflict resolution skills. Committed to enhancing patient experiences through effective communication and follow-up.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
North Florida Surgeons
Jacksonville, FL
10.2025 - Current
- Prioritize incoming calls with a high level of professionalism, assisting patients with questions, concerns, and issue resolution.
- Assist patients with payments by setting up account payments and arranging payment plans as needed.
- Educate patients on charges and plan details, including copays, coinsurance, and deductibles applied to their claims.
- Document all interactions by notating patient accounts with clear, specific details of each conversation or action taken.
- Collaborate with internal departments—Claims Analysts, Coding, Credentialing, and Payment Posting—to resolve patient concerns and correct account issues.
- Adhere to HIPAA protocols to ensure full protection of patient information.
- Process incoming correspondence including faxes, emails, and mail, ensuring timely routing to the correct claim or department per company policy.
- Work closely with peers and leadership to resolve patient escalations efficiently and professionally.
- Conduct outbound follow‑ups with patients whose concerns require additional support or escalation resolution.
- Maintain a clean, professional workspace to support productivity and uphold company standards.
- Stay current on policy updates to reduce the risk of errors and ensure compliance with company procedures.
- Complete monthly compliance tasks on time to support continuous improvement in performance, efficiency, and service quality.
- Contribute to operational success
Collections Representative
Citi Bank Corporate
Jacksonville, FL
03.2018 - 10.2021
- Handle inbound and outbound calls while adhering to call standards and compliance guidelines.
- Operate multiple platforms to provide customers with accurate, account‑level information.
- Use negotiation strategies to resolve client delinquency and minimize net credit loss to the bank.
- Manage and recommend delinquency strategies to support business goals and improve portfolio performance.
- Educate clients on credit rebuilding and maintaining long‑term financial health.
- Collaborate with cross‑functional segments to identify and implement the best solutions for clients.
- Utilize computerized systems for tracking, information gathering, and basic troubleshooting.
- Provide billing support by addressing questions, resolving discrepancies, and assisting with complaint reporting and resolution when applicable.
Lead Teller
Fifth Third Bank
Jacksonville, FL
11.2012 - 05.2017
- Stay up to date on policies and procedures while coaching banking center employees to minimize operational and compliance risk.
- Balance ATM and vault cash on a daily and weekly basis, including placing cash orders and monitoring cash levels to meet internal guidelines.
- Maintain accurate balancing records and identify, research, and correct discrepancies within the banking center.
- Collaborate with clients and banking center staff to resolve issues, address complaints, and ensure smooth daily operations.
- Support account documentation processes by assisting personal bankers and managers with completing and submitting paperwork to the appropriate departments.
- Manage weekly employee schedules and ensure proper staffing levels to maintain efficient branch operations.
- Assist with new employee development through training and coaching on compliance, robbery procedures, sales expectations, and cash‑handling standards.
- Coordinate with tellers on sales and referral goals to generate ideas, drive performance, and increase revenue for the banking center.
Financial Services Representative
Fifth Third Bank
Jacksonville, FL
11.2012 - 05.2017
- Communicate professionally through clear, effective written and verbal interactions with clients and team members.
- Perform financial center opening and closing procedures to ensure operational readiness and security.
- Conduct proactive outreach by calling clients regarding account status and identifying opportunities to cross‑sell products and services based on financial needs.
- Review teller transactions—including new accounts, large withdrawals/deposits, and unusual activity—to minimize fraud and reduce risk to the bank.
- Collaborate with business partners such as Investment Officers, Mortgage Loan Officers, and Payment Processing teams to identify referral opportunities and schedule client appointments.
- Build relationships with local businesses to generate revenue through cross‑selling, loan offerings, and credit solutions for mutual clients and employees.
Education
High School Diploma -
Baker County High School
Glen St. Mary, FL05-2008
Skills
- Quick learner with the ability to adapt rapidly to new processes and systems
- Strong customer service focus with a genuine passion for helping others
- Effective multitasking and ability to manage high‑volume workloads
- Reliable and dependable with consistent follow‑through on tasks and commitments
- Calm under pressure and able to perform well in fast‑paced environments
- Skilled in conflict resolution and experienced in de‑escalating and resolving patient concerns
- Committed to follow‑up to ensure issues are fully resolved
- Empathetic communicator with the ability to understand and support patient needs
Timeline
Customer Service Representative
North Florida Surgeons
10.2025 - Current
Collections Representative
Citi Bank Corporate
03.2018 - 10.2021
Lead Teller
Fifth Third Bank
11.2012 - 05.2017
Financial Services Representative
Fifth Third Bank
11.2012 - 05.2017
High School Diploma -
Baker County High School