Heather Sullivan
Boones Mill,VA
Summary
Dynamic professional with extensive experience in customer relationship management at Carilion Roanoke Memorial. Proven track record in issue resolution and maintaining patient confidentiality. Recognized for cultivating strong client relations and enhancing service delivery. Skilled in active listening and adept at navigating complex insurance policies to drive positive outcomes.
Overview
15
15
years of professional experience
Work History
Medical Receptionist
Physician, Associates of Virginia
Roanoke, VA
04.2024 - 03.2025
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Processed patient payments and scanned identification and insurance cards.
- Protected patients by observing strict HIPAA guidelines.
- Provided front line customer service for well and sick patients.
- Took incoming calls from patients to provide information and assistance.
- Scheduled appointments in accordance with insurance guidelines.
Patient Access Financial Representative
Carilion Roanoke Memorial
Roanoke Corian C, VA
08.2023 - 04.2024
- Processed and documented customer payments.
- Explained insurance policy to customers, including coverage amounts, exclusions.
- Reviewed demographic, clinical and insurance records.
- Maintained awareness of government regulations, & health insurance changes.
- Maintained accurate and up-to-date patient records, including referral status and follow-up information.
- Managed daily patient referrals through multi-line telephone system.
- Worked closely with other departments to ensure accurate coding and billing for referred services.
- Explained procedures and services to patients.
- Coordinated with external agencies to ensure timely processing of referrals.
- Reviewed referral details and expectations with providers and patients and requested new referrals.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
Front Desk Manager
Saliva hospitalities
Salem, VA
10.2019 - 10.2023
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Welcomed large volume of guests and improved overall customer service.
- Assigned work and monitored performance of hotel staff.
- Ensured the front desk area was clean and presentable at all times.
- Provided concierge services for guests.
- Assisted with training new staff members on front desk procedures and policies.
- Greeted guests upon arrival and checked them in to their rooms.
- Monitored reservations to track incoming parties and special events.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
Service Account Manager
United Healthcare
Roanoke , VA
05.2012 - 10.2019
- Updated databases with new and modified customer data.
- Cooperated with Medicare, Medicaid to resolve issues.
- Utilized job-related software to prepare change of address records.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Assisted customers in understanding their rights under applicable laws.
- Led on- and off-site customer support teams across multiple time zones.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed training materials for customer service team members on proper handling of escalated calls.
- Identified potential risks associated with unresolved escalations and implemented plans for mitigating those risks.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Assisted in the development of strategies for resolving complex customer issues quickly and efficiently.
- Maintained records of all escalations received including case notes, resolutions, follow-up actions taken.
- Researched and prepared reports required by management or governmental agencies.
- Resolved customer complaints or answered customers' questions.
- Trained new employees on escalation procedures and protocols.
- Responded promptly to inquiries from executive-level customers regarding their complaints or requests.
Customer Service Call Center Representative
BBVA Compass Bank
Pharr, Texas
03.2010 - 05.2012
- Participated in team meetings to discuss new initiatives or updates related to products or services.
- Answered incoming customer inquiries in a timely and professional manner.
- Supported sales team members to drive growth and development.
Education
High School Diploma -
Private Schooling
Maryland01-2002
Some College (No Degree) -
Harris School of Business
Lynnwood, New JerseySkills
- Customer relationship management
- Issue resolution
- Active listening
- High-energy attitude
- Positive and professional
Timeline
Medical Receptionist
Physician, Associates of Virginia
04.2024 - 03.2025
Patient Access Financial Representative
Carilion Roanoke Memorial
08.2023 - 04.2024
Front Desk Manager
Saliva hospitalities
10.2019 - 10.2023
Service Account Manager
United Healthcare
05.2012 - 10.2019
Customer Service Call Center Representative
BBVA Compass Bank
03.2010 - 05.2012
High School Diploma -
Private Schooling
Some College (No Degree) -
Harris School of Business
Similar Profiles
JORDAN ACEVEDOJORDAN ACEVEDO
Medical Assistant at White Plains Hospital Physician Associates DermatologyMedical Assistant at White Plains Hospital Physician Associates Dermatology
SYLMARIE RODRIGUEZ-WELLSSYLMARIE RODRIGUEZ-WELLS
Medical Scribe at Brevard Physician AssociatesMedical Scribe at Brevard Physician Associates
Julia DenionJulia Denion
Office Assistant at White Plains Hospital Physician AssociatesOffice Assistant at White Plains Hospital Physician Associates
Lori MillsLori Mills
Manufacturing Technician at Liquid PerformanceManufacturing Technician at Liquid Performance
Eric DooleyEric Dooley
Volunteer Firefighter at Boones Mill Volunteer Fire DepartmentVolunteer Firefighter at Boones Mill Volunteer Fire Department