Heather Tovar
Garland,Tx
Summary
Proven leader in healthcare management, notably with Baylor Scott & White, where I spearheaded operations, enhancing system and patient satisfaction through strategic policy development and team mentorship. Excelled in technical proficiency and motivational leadership, achieving significant improvements in service standards and efficiency. Expert in managing operations and driving team performance, with a keen focus on achieving results through constructive feedback and operational excellence.
Overview
23
23
years of professional experience
Work History
Customer Service Supervisor
Blue Cross Blue Shield Of Texas
08.2023 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Completed bi-weekly payroll for 10 employees.
Contact Center Manager
Baylor Scott & White Health
07.2021 - Current
- Directed, guided, coached and mentored team of 10 agents and surpassed individual goals.
- Developed and executed contact strategies and improved policies and protocols to increase system and patient satisfaction ratings.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Communicated best practices among on-site and remote staff to align efforts and goals.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Evaluated data to identify trends and determine customer service needs.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
Coding Specialist
Baylor Scott & White
10.2019 - 07.2021
- Performed billing and insurance verification duties such as word processing, following up on claim denials and working with coding department to maximize insurance reimbursements
- Prepared and mailed invoices to customers, processed payments and documented account updates.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Processed claim appeals, researched claim denials, and communicated with upper leadership to verify large monetary write offs
- Maintained QR score of 5.0 working 85 claims per day
- Reviewed, analyzed and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
- Interacted with physicians and other healthcare staff to ask questions regarding patient services.
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
Patient Services Specialist
Baylor Scott & White
09.2014 - 10.2019
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- Drove proactive patient outreach activities to schedule appointments and follow-up on care and health maintenance.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Inputted accurate patient insurance, billing and payment information in Vison & Epic
- Contacted insurance company to verify patient coverage before visit.
- Created OB contracts for pregnant patients, verified insurance benefits for pregnant patients and verified surgical and in office procedures. Obtained insurance authorizations as necessary for services to be provided in hospital setting
- Researched insurance claim denials to recoup reimbursement of denied claims
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Administered billing functions to maintain profitability and meet compliance, quality and productivity standards.
Lead Patient Access Representative
Baylor Scott & White
11.2001 - 09.2012
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Performed patient registration functions to serve as initial contact point for emergency room visits.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Trained new hires for patient access department
- Worked operator switchboard for entire hospital facility to facilitate calls to various hospital departments and patient rooms.
- Completed pre-registration of maternity patients for hospital admission and provided tour of maternity suite.
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
- Audited staff performance and provided coaching and constructive criticism to improve point of service collections
- Signed off on all cash handling procedures, verify money collected via cash, credit card, or check. maintained checks and balances for incoming shift.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Resolved patient billing issues in line with established guidelines
Education
Associate of Applied Science - Business Administration
Remington College
Dallas, TX10.2010
Skills
- Technical Proficiency
- Managing Operations and Efficiency
- Motivational Leadership
- Scheduling and Coordinating
- Employee Coaching and Motivation
- Employee Performance Reviews
- Client Contact
- Call Center Software
- Performance Tracking and Evaluations
- Constructive Feedback
- Morale Improvements
- Client Interactions
- Corrective Actions
- Staff Meetings
- Data Accuracy
- Information Updates
- Employee Support
- Accounts Payable and Accounts Receivable
- Customer Care
- Personnel Scheduling
- Personnel Recruitment
- Best Practices and Standards
- Basic Medical Terminology
- Conflict Resolution Tactics
- Supervisory Abilities
- Workflow Processes
- Payroll
Timeline
Customer Service Supervisor
Blue Cross Blue Shield Of Texas
08.2023 - Current
Contact Center Manager
Baylor Scott & White Health
07.2021 - Current
Coding Specialist
Baylor Scott & White
10.2019 - 07.2021
Patient Services Specialist
Baylor Scott & White
09.2014 - 10.2019
Lead Patient Access Representative
Baylor Scott & White
11.2001 - 09.2012
Associate of Applied Science - Business Administration
Remington College
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