Microsoft Office
Heidi Gallops
Phenix City
Summary
Dynamic Support Specialist with a proven track record at Elevance Health, excelling in customer service and technical assistance. Enhanced user satisfaction through effective issue resolution and cross-functional collaboration. Skilled in CRM systems and known for empathetic communication, fostering strong client relationships and improving service delivery.
Professional with experience in customer service and support. Skilled in problem-solving, communication, and conflict resolution. Strong focus on team collaboration and achieving results, adaptable to changing needs. Known for reliability and positive attitude, skilled in CRM software and customer engagement.
Overview
11
11
years of professional experience
Work History
Support Specialist
Elevance Health
Columbus, GA
07.2023 - 01.2026
- Provided technical support to clients, resolving issues efficiently and enhancing user satisfaction.
- Collaborated with cross-functional teams to streamline communication processes and improve service delivery.
- Analyzed client feedback to identify trends, implementing changes that improved overall support effectiveness.
- Developed training materials for new team members, facilitating knowledge transfer and operational consistency.
- Managed ticketing system to prioritize requests, ensuring timely resolution of customer inquiries and concerns.
- Conducted regular follow-ups with clients to ensure ongoing satisfaction and address any emerging issues promptly.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.
- Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Maintained documentation of support processes, contributing to improved accuracy and compliance within the department.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Resolved customer inquiries through phone, email, and chat support channels.
- Documented customer interactions in CRM system for accurate record-keeping.
- Managed complex escalations, ensuring timely resolution and customer satisfaction.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware prior to deployment.
ER and Unit Secretary
St. Francis Emory Hospital
Columbus, GA
05.2022 - 02.2023
- Coordinated patient scheduling and appointment management for multiple medical departments.
- Maintained accurate patient records and documentation within electronic health record systems.
- Enhanced communication between healthcare providers, patients, and families to streamline operations.
- Managed incoming calls and directed inquiries to appropriate medical staff efficiently.
- Assisted in maintaining office supplies and inventory for smooth daily operations.
- Trained new staff on administrative procedures and software tools used in the unit.
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Assisted with the training and onboarding of new unit secretaries, sharing expertise and best practices to ensure their success in the role.
- Improved unit workflow by effectively prioritizing tasks and collaborating with team members to complete assignments in a timely manner.
- Coordinated communication between medical staff and patients'' families, keeping everyone informed on treatment plans and progress updates.
- Consistently met deadlines for completing administrative tasks while managing competing priorities during high-pressure situations on the unit floor.
- Managed inventory levels of office supplies, ensuring adequate stock was available at all times for efficient unit operations.
- Maintained patient confidentiality in line with HIPAA regulations.
- Scheduled appointments and maintained department master calendar to facilitate efficient patient flow.
- Maintained current and accurate medical records for patients.
- Enhanced patient care by efficiently managing medical records and promptly scheduling appointments.
- Transcribed doctors' medication orders, lab test requests, and care plans.
- Ensured accuracy of medical documentation by meticulously transcribing physician orders and verifying information with nursing staff as needed.
- Served as a liaison between the unit secretary team and other departments within the hospital, fostering strong working relationships that benefited overall facility function.
- Upheld a high standard of patient service by addressing concerns and resolving issues in a timely, empathetic manner.
- Processed lab paperwork and requests according to physicians' orders.
- Streamlined unit operations by maintaining an organized filing system for easy access to patient information.
- Provided information for patient admissions and discharges to foster timely processing.
- Expedited patient admissions process by gathering essential data from patients upon arrival and accurately entering it into electronic health records systems.
- Facilitated smooth discharge processes for patients, providing necessary documentation and instructions for follow-up care as directed by physicians or nurses.
- Reduced wait times for patients by accurately updating charts and promptly notifying physicians of changes in medical conditions or test results.
- Enhanced patient care coordination by meticulously organizing patient records and ensuring timely access for healthcare professionals.
- Increased efficiency in patient care, organizing charts and medical records for easy access.
- Managed patient intake and discharge processes, ensuring timely and accurate documentation.
- Coordinated communication between medical staff, patients, and families to enhance service delivery.
- Maintained electronic health records, ensuring compliance with privacy standards and accuracy of data entry.
- Assisted in scheduling patient appointments, optimizing workflow and resource allocation for the unit.
- Provided administrative support during high-stress situations, contributing to efficient emergency room operations.
- Safeguarded patient privacy by securely handling sensitive medical records and adhering to HIPAA regulations.
- Contributed to a positive patient experience by providing compassionate support and assistance during their time in the emergency room.
- Supported quality improvement initiatives through meticulous record-keeping and timely reporting of relevant data to appropriate personnel.
- Promoted a safe and clean environment for patients and staff alike through adherence to infection control protocols and regular workstation maintenance.
- Served as a vital link between patients, families, and medical staff by providing clear communication in high-pressure situations.
- Provided essential back-up support to nursing staff, allowing them more time for direct patient care activities.
- Streamlined communication between healthcare professionals by promptly answering phone calls and relaying important messages.
- Improved overall workflow within the ER unit by consistently prioritizing tasks based on urgency level and departmental goals.
- Enhanced patient care by efficiently managing medical records and updating patient information in the emergency room.
- Expedited discharge processes for patients, liaising with various departments to complete required documentation swiftly.
- Kept up-to-date on changing protocols within the emergency department through ongoing training sessions, contributing positively towards overall patient care.
- Facilitated smooth transfer of patients to different departments or facilities, helping maintain a seamless flow within the emergency room.
- Performed various administrative tasks by filing, copying and faxing documents.
- Prepared and processed patient referrals and transfer requests.
Medical Insurance Follow-up Specialist
Shepherd Center
Atlanta, GA
01.2015 - 05.2022
- Managed claims processing and ensured compliance with insurance regulations.
- Analyzed patient data to determine eligibility for benefits and services.
- Collaborated with healthcare providers to resolve billing discrepancies efficiently.
- Trained new staff on insurance policies and claims submission procedures.
- Contributed to positive relationships with insurance companies through consistent follow-up and prompt issue resolution.
- Increased patient satisfaction by efficiently processing insurance claims and addressing inquiries.
- Collaborated with medical staff to obtain necessary documentation for accurate claim submissions.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and other applicable regulations in all aspects of the role.
- Supported team members in professional growth, providing guidance on complex billing scenarios as needed.
- Demonstrated adaptability during software transitions, quickly learning new systems to maintain productivity levels throughout implementation periods.
- Improved cash flow by promptly following up on unpaid claims and resolving billing discrepancies.
- Enhanced data accuracy by meticulously updating patient records and insurance information in the system.
- Maintained compliance with industry regulations by staying updated on coding changes and guidelines.
- Consistently exceeded performance benchmarks, processing a high volume of claims accurately within designated timeframes.
- Provided exceptional customer service, assisting patients in understanding their insurance benefits and financial responsibilities.
- Conducted thorough reviews of denied claims, identifying errors or missing information before resubmitting corrections for payment approval.
- Achieved timely resolution of claim issues through effective communication with insurance carriers and healthcare providers.
- Streamlined claim submission process for faster turnaround times and reimbursement rates.
- Implemented efficient workflows within the department, leading to a reduction in processing time for each claim submitted.
- Reduced claim denials by verifying patient eligibility and coverage details prior to submission.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Researched and resolved complex medical claims issues to support timely processing.
- Verified patient insurance coverage and benefits for medical claims.
- Monitored and updated claims status in claims processing system.
- Paid or denied medical claims based upon established claims processing criteria.
- Managed large volume of medical claims on daily basis.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Generated reports on medical claims processing activities and results.
- Assessed medical claims for compliance with regulations and corrected discrepancies.
- Reviewed provider coding information to report services and verify correctness.
- Used administrative guidelines as resource or to answer questions when processing medical claims.
- Responded to correspondence from insurance companies.
- Followed up on denied claims to verify timely patient payment and resolution.
- Identified and resolved discrepancies between patient information and claims data.
- Processed insurance payments and maintained accurate documentation of payments.
- Analyzed customer needs to provide customized insurance solutions.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Conducted follow-up on outstanding insurance claims to ensure timely resolution.
- Utilized billing software to track claims and maintain accurate records of correspondence.
- Collaborated with clinical staff to gather necessary documentation for claim processing.
- Analyzed denied claims to identify trends and implement corrective actions for future submissions.
- Trained new team members on best practices in insurance follow-up procedures and systems.
- Mentored junior staff in navigating complex insurance policies and regulations effectively.
- Improved patient satisfaction by addressing their concerns related to insurance claims and explaining the process in layman''s terms.
- Participated in regular staff meetings to discuss and strategize action plans for problematic accounts, resulting in improved collections performance.
- Maintained thorough documentation of all follow-up activities, ensuring proper tracking and reporting of account status.
- Provided exceptional customer support to patients and insurance companies, fostering positive relationships and maintaining a high level of client satisfaction.
- Streamlined follow-up processes for improved efficiency, ensuring timely resolution of unpaid claims.
- Analyzed denial patterns regularly to develop targeted strategies for reducing claim rejections.
- Developed strong relationships with payer representatives, facilitating faster issue resolution for unpaid claims.
- Negotiated payment arrangements with patients facing financial difficulties, enhancing customer loyalty and retention.
- Implemented efficient workflows for claim submissions, reducing processing delays from insurers.
- Resolved patient disputes promptly regarding insurance coverage or billing matters.
- Stayed current on industry regulations and trends to ensure compliance and optimize insurance follow-up strategies.
- Assisted management in implementing new policies and procedures for streamlining the insurance follow-up process, increasing departmental productivity levels.
- Supported team members in resolving complex issues, fostering a collaborative work environment focused on continuous improvement.
- Boosted revenue recovery by identifying and resolving errors in billing and coding practices.
- Reduced denials and underpayments through effective communication with payers, leading to increased revenue.
- Monitored aged account receivables closely to identify trends affecting payment cycles.
- Collaborated with insurance companies to expedite claim processing, improving cash flow management.
- Contributed to team success by meeting or exceeding monthly collection goals while maintaining high standards of accuracy and professionalism.
- Managed multiple priorities effectively while working within tight deadlines, ensuring optimal outcomes for both clients and the organization as a whole.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and delivery concerns.
Education
Associate of Science - Medical Office Administration
Virginia College
Columbus, GAHigh School Diploma -
Central High School
Phenix City, ALSkills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Recordkeeping skills
- Technical assistance
- Empathy and patience
- Escalation handling
- Data collection
- Data compiling
- Security protocols
- Application installations
- Call management
- Helpdesk operations
- Customer engagement
- Relationship building
- Client communication
- Data entry
- Documentation and reporting
- Telecommunications
- Issue escalation
- Cross-functional coordination
- Operating systems
- Teamwork and collaboration
- Problem-solving
- Organizational skills
- Attention to detail
- Friendly and patient
- Highly professional
- Collaborative team player
- Analytical and methodical
- Customer communication and empathy
- Interpersonal skills
- Active listening
- Help desk support
- Employee computer support
- Staff education and training
- Call center operations
- Customer service expert
- Microsoft windows and office
- Account administration
- Customer needs assessment
- Incoming call management
- LAN/WAN
- Workforce planning
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved by completing billing claims with accuracy and efficiency.
- Documented and resolved claim issues which led to payment.
- Supervised team of 10 staff members.
Software
Meditech
Cerner
Epic
Meditech
Athena
Allscripts
Timeline
Support Specialist
Elevance Health
07.2023 - 01.2026
ER and Unit Secretary
St. Francis Emory Hospital
05.2022 - 02.2023
Medical Insurance Follow-up Specialist
Shepherd Center
01.2015 - 05.2022
Associate of Science - Medical Office Administration
Virginia College
High School Diploma -
Central High School