Heidi I. Sommerhalder
Summary
Dynamic Patient Account Representative with proven expertise at Seattle Roots Community Health Center, excelling in high-volume call management and technical support. Recognized for enhancing patient experience through effective communication and compliance adherence. Proficient in Microsoft Office Suite and adaptable to change, consistently achieving quality improvement in service delivery.
Overview
27
27
years of professional experience
Work History
PATIENT ACCOUNT REPRESENTATIVE
Seattle Roots COMMUNITY HEALTH Center
05.2022 - 04.2025
- Managed high volume of clinical calls in fast-paced contact center.
- Scheduled new and returning appointments in Ochin/Epic, adhering to guidelines.
- Coordinated Interpreter Services to accommodate patient needs.
- Ensured compliance with contact center processes, focusing on quality improvement.
- Identified and resolved patient inquiries regarding patient portal functionality.
- Provided first-level technical support for patient portal access issues and appointment confirmations.
Insurance Technician 1
Insurance Commissioner of Washington State
Tumwater
05.2011 - 09.2021
- Reviewed and resolved basic Medicare and insurance issues from the public.
- Provided phone and live chat support to ensure seamless customer service.
- Assisted callers in navigating insurance information on Consumer Protection Division and Medicare websites.
- Troubleshot online application issues for consumers and companies.
Contact Service Representative
Department of Treasury – Internal Revenue Service
11.2019 - 07.2020
- Providing first class customer service to the public
- Verifying information to assist taxpayers
- Apply tax codes to assist taxpayers in understanding & meeting their tax responsibilities
- Make determination & use sound judgement to resolve taxpayer’s disputes & delinquency issues.
Licensing Service Representative
State of Washington
12.2017 - 10.2018
- Verifying information to assist Washington drivers on renewals and enhancement on driver license and identification cards
- Make determination for issuing driver’s license and identification cards
- Protocol of Department of Homeland Security to issue enhanced driver’s license and identification cards
- Face to face contact with all customers
- Cashing out nightly of daily transactions & balancing for bank deposits
Customer Service Representative
ZEROREZ of Puget Sound
03.2016 - 08.2017
- Routed all vans to appropriate zones for carpet cleaning services
- Dispatched daily to call technicians for services
- Maintained a monthly booking rating of 92%
Financial Service Specialist
State of Washington
09.2013 - 06.2015
- Member of Customer Service Contact Center
- Processed applications for public assistance for basic food, medical and cash
- Average 20 calls per day
- Make determination of documentation for issuing benefits to residents of Washington
Child Support Officer
Office of the Attorney General of Texas
Houston
07.2007 - 12.2012
- Processed 835 cases quarterly, exceeding performance expectations.
- Handled walk-in custodial parents efficiently to address inquiries.
- Achieved daily quota of 25 applications, ensuring timely processing.
- Maintained monthly quality control rate of 96.7%, reflecting high standards.
- Led and trained team members to enhance operational effectiveness.
- Managed internet application referrals, optimizing workflow within division.
Administrative Assistant/HR Assistant
Prudentail Real ESTATe
05.2001 - 02.2003
- Handled administrative support for 15 sales reps; prepared and maintained department information, including timesheets, expense reports, contracts, and invoices payments
- Organized the department's filing system to facilitate document retrieval and minimize time searching for files
- Kept inventory of all franchise books
- Order all sales team supplies
- Worked directly with Human Resource Manager regarding vacation of rollover time
Receptionist/HR Assistant
Newmeyer & Dillion, LLP
12.1997 - 04.2001
- Answered 25 incoming lines
- Handled phones for subtenants
- Transcribed all letter & proposal for Office Administrator
- Completed confidential projects for Office Administrator
- Support staff for all paralegals, accountant, administrator on various projects
- Set up all conference rooms for mediation, depositions & arbitration meetings
- Set up procedures for training of all back up receptionist
Education
High School Diploma -
Seattle Lutheran High School
West Seattle, WA.06.1984
Skills
- Microsoft Office Suite
- Proprietary systems expertise
- Telecommunication systems
- Adaptability to change
- Knowledge of tax codes
- Virtual training facilitation
- Collaboration tools proficiency
- Document management skills
- Workflow adherence
Timeline
PATIENT ACCOUNT REPRESENTATIVE
Seattle Roots COMMUNITY HEALTH Center
05.2022 - 04.2025
Contact Service Representative
Department of Treasury – Internal Revenue Service
11.2019 - 07.2020
Licensing Service Representative
State of Washington
12.2017 - 10.2018
Customer Service Representative
ZEROREZ of Puget Sound
03.2016 - 08.2017
Financial Service Specialist
State of Washington
09.2013 - 06.2015
Insurance Technician 1
Insurance Commissioner of Washington State
05.2011 - 09.2021
Child Support Officer
Office of the Attorney General of Texas
07.2007 - 12.2012
Administrative Assistant/HR Assistant
Prudentail Real ESTATe
05.2001 - 02.2003
Receptionist/HR Assistant
Newmeyer & Dillion, LLP
12.1997 - 04.2001
High School Diploma -
Seattle Lutheran High School
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