Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heather McDonald

Montgomery,AL

Summary

Dynamic professional with extensive experience at Baptist Medical Center, excelling in billing software proficiency and customer relationship management. Proven track record in resolving account discrepancies and enhancing patient satisfaction through effective communication. Adept at managing financial transactions and ensuring compliance, contributing to streamlined operations and improved revenue outcomes.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Member Service Representative

Prattville Ymca
Prattville, AL
04.2025 - Current
  • Assisted members with inquiries about programs and services at YMCA.
  • Registered new members and processed membership applications efficiently.
  • Provided exceptional customer service, responding promptly to member concerns.
  • Maintained accurate records of member information and transactions.
  • Collaborated with team to ensure smooth daily operations of facility.
  • Educated members on fitness programs and wellness resources available.
  • Promoted upcoming events and services through effective communication strategies.
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.
  • Answered incoming calls regarding membership benefits and services.
  • Greeted customers in a friendly and professional manner.
  • Performed cash handling duties such as deposits and withdrawals for members' accounts.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Handled customer complaints in an efficient and courteous manner.
  • Presented and explained services and products to meet member needs.
  • Answered member questions about products and services.
  • Maintained accurate records of member interactions and transactions.
  • Assisted with the opening of new accounts and processed account maintenance requests.
  • Verified identity information on new accounts using established procedures.
  • Participated in team meetings to discuss customer service strategies and goals.

Physician Billing Specialist

Baptist Medical Center
Montgomery, AL
01.2013 - 04.2015
  • Processed medical claims to ensure accurate reimbursements from insurance providers.
  • Reviewed billing codes for compliance with industry standards.
  • Collaborated with healthcare staff to resolve billing inquiries and discrepancies.
  • Maintained patient records, ensuring timely updates of account information.
  • Utilized billing software to track claim status and manage accounts receivable.
  • Educated patients on insurance benefits and financial responsibilities.
  • Trained new staff on billing procedures and software applications utilized in department.
  • Investigated past due invoices and delinquent accounts to increase revenue.

Chiropractic Office Assistant

Dr. Robert Hollis
Montgomery, AL
10.2011 - 01.2013
  • Managed patient scheduling and maintained appointment calendars for efficient office operations.
  • Assisted patients with intake forms and verified insurance information for accuracy.
  • Coordinated communication between patients and the chiropractic team to enhance service delivery.
  • Maintained clean and organized office environment to support patient comfort and safety.
  • Processed payments and managed billing inquiries to ensure smooth financial transactions.
  • Assisted in maintaining patient records using electronic health record systems for easy access.
  • Supported the chiropractor during treatments by preparing necessary tools and equipment.
  • Handled phone inquiries, providing information about services and appointment availability to potential clients.
  • Provided support to the chiropractor with patient care needs.
  • Assisted with administrative tasks such as filing, faxing, scanning documents and mailing letters.
  • Verified insurance coverage for treatments.
  • Provided excellent customer service to ensure satisfaction of all clients.
  • Ensured compliance with HIPAA regulations regarding confidentiality of patient information.
  • Handled billing inquiries from patients or insurance companies.
  • Answered phones, scheduled appointments and managed calendars.
  • Collected co-pays and insurance data, applying full and proper payment to patient accounts.
  • Communicated with patients to resolve inquiries, schedule appointments and address billing questions.
  • Cooperated with Medicare, Medicaid, and private insurance providers to resolve billing issues.
  • Assisted with referrals and prepared medical records for patients.
  • Submitted diagnosis and procedure codes for insurance companies.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.

Education

Some College (No Degree) -

Auburn University Montgomery
Montgomery, AL

Skills

  • Customer relationship management
  • Membership administration
  • Cash handling
  • Billing software proficiency
  • Account resolution strategies
  • Insurance verification

Certification

  • CPAR Certification

Timeline

Member Service Representative

Prattville Ymca
04.2025 - Current

Physician Billing Specialist

Baptist Medical Center
01.2013 - 04.2015

Chiropractic Office Assistant

Dr. Robert Hollis
10.2011 - 01.2013

Some College (No Degree) -

Auburn University Montgomery

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