Heidi Scott
Valdosta,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Crisis Counselor
The Trevor’s Project
02.2023 - 11.2025
- Provided crisis intervention support to LGBTQ+ youth experiencing emotional distress.
- Utilized active listening techniques to assess client needs and develop appropriate coping strategies.
- Facilitated virtual counseling sessions, ensuring a safe space for open communication.
- Collaborated with team members to enhance service delivery and improve client outcomes.
- Educated clients on available resources and support networks within the community.
- Provided timely assistance to individuals in crisis, utilizing active listening skills and empathy to establish rapport quickly.
Insurance Agent
Florida Blue
Jacksonville, FL
07.2021 - 02.2023
- Developed customized insurance plans to meet client needs and enhance satisfaction.
- Conducted comprehensive policy reviews, ensuring compliance with regulations and accuracy in documentation.
- Educated clients on coverage options and benefits, fostering informed decision-making.
- Managed client accounts, addressing inquiries and resolving issues efficiently to maintain relationships.
- Implemented process improvements that increased operational efficiency within the team's workflow management system.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
Insurance Billing Specialist
American HomePatient
Valdosta, GA
03.2017 - 06.2021
- Processed insurance claims with high accuracy, ensuring timely reimbursements for patients and providers.
- Utilized billing software to manage accounts receivable and resolve discrepancies efficiently.
- Communicated with insurance companies to clarify coverage details and obtain necessary authorizations.
- Reviewed patient accounts for errors, implementing corrective measures to enhance billing accuracy.
- Assisted colleagues during peak workload periods, demonstrating strong teamwork and commitment to overall departmental success.
- Ensured strict adherence to HIPAA guidelines while handling sensitive patient information during the billing process.
- Assisted patients in understanding their coverage benefits, providing clear explanations and addressing any concerns or questions.
- Stayed up-to-date with industry developments and changes in insurance policies to ensure ongoing compliance and adaptability in billing practices.
Education
High School Diploma - General
Lowndes High School
Valdosta, GA05.2012
Skills
- Inbound call management
- Child protection
- Patient confidentiality
- Youth engagement
- Telehealth proficiency
- Care planning
- Multitasking
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Verbal and written communication
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Product knowledge
- Appointment scheduling
Timeline
Crisis Counselor
The Trevor’s Project
02.2023 - 11.2025
Insurance Agent
Florida Blue
07.2021 - 02.2023
Insurance Billing Specialist
American HomePatient
03.2017 - 06.2021
High School Diploma - General
Lowndes High School