Heesun Saterfield
Houston,TX
Summary
Healthcare Professional with over 6 years of experience in healthcare and technical support environments. Demonstrated success in managing high-volume inbound and outbound calls, resolving complex customer concerns, and enhancing patient satisfaction. Known for effective communication, active listening, and a deep understanding of insurance policies, billing procedures, and EMR systems. Recognized for accuracy, efficiency, and maintaining compliance with HIPPA guidelines.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Referral Coordinator
Memorial Hermann- Mischer Neuroscience Associates
09.2025 - Current
- Coordinated patient referrals to ensure timely access to specialized care.
- Facilitated communication between patients and healthcare providers, enhancing service delivery.
- Collaborated with interdisciplinary teams to resolve complex referral issues effectively.
- Scheduled appointments with specialists on behalf of clients.
- Decreased referral turn around times by 92.86%
- Developed comprehensive knowledge of insurance requirements, advocating for patients when necessary to secure approval for needed services.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
Patient Solutions Representative
R1 RCM
10.2023 - 09.2025
- Delivered outstanding customer service via inbound and outbound calls, enhancing patient satisfaction.
- Assessed patient needs regarding billing, eligibility, and authorizations, and responded with tailored solutions.
- Reviewed patient statements, EOBs, and balances; resolved unapplied adjustments and complex billing issues.
- Navigated multiple databases, documented interactions, and ensured HIPAA-compliant record-keeping.
Customer Service Representative
TTEC
12.2020 - 09.2023
- Handled high-volume customer calls in a healthcare support environment, consistently meeting performance goals.
- Provided accurate insurance and billing information, assisting with claims, coverage, and statements.
- Delivered clear and empathetic communication to ensure positive client experiences.
- Operated multiple CRM and medical software systems with speed and accuracy to resolve inquiries efficiently.
Customer Service Representative
Asurion
11.2018 - 12.2020
- Resolved a broad range of customer concerns with professionalism and attention to detail.
- Provided technical and product-related support, including troubleshooting and product guidance.
- Utilized strong problem-solving skills to manage complex service-related inquiries.
- Maintained product knowledge to offer accurate solutions and upsell opportunities.
Education
Associate of Science - Healthcare/Medical Studies
Houston Community College
Houston, TXHigh School Diploma - undefined
Pennwood High School
Lansdowne, PA01.2018
Skills
- Customer Relationship Management
- Healthcare Insurance & Billing
- EMR & EHR Systems (Epic, Microsoft Office,OnBase, Leading reach, etc)
- Call Center Operations
- Insurance Verification & Authorization
- Claims Processing & Explanation of Benefits
- CPT & ICD-10 Coding
- Technical Troubleshooting
- Insurance portals (Aetna, Tricare, Medicaid, Medicaid, Cigna, etc)
- HIPAA Compliance
- Medical terminology
- Time Management & Multitasking
- Data entry & record management
Certification
- Certified in CPT and ICD-10 Coding
- Proficient in EMR Systems including Epic
- HIPAA Compliance Training
- Microsoft Office Suite: Word, Excel, Outlook
Timeline
Referral Coordinator
Memorial Hermann- Mischer Neuroscience Associates
09.2025 - Current
Patient Solutions Representative
R1 RCM
10.2023 - 09.2025
Customer Service Representative
TTEC
12.2020 - 09.2023
Customer Service Representative
Asurion
11.2018 - 12.2020
High School Diploma - undefined
Pennwood High School
Associate of Science - Healthcare/Medical Studies
Houston Community College