Heidi Wright
Auburndale,FL
Summary
Helpful and motivated Customer Experience Agent with 20+ years of experience, passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.Works well independentaly with minimal supervision and is always a team player. Very detailed oriented and attention to details.
Overview
33
33
years of professional experience
Work History
Appointment Scheduler
Celebration Orthopaedic & Sports Medicine Institute
Celebration , FL
2022.11 - 2024.08
- Greeted patients upon arrival and provided them with necessary paperwork.
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
- Answered incoming calls from potential new patients and existing patient inquiries.
- Verified insurance information prior to appointment booking.
- Maintained accurate records of patient appointments in computer system.
- Provided clear instructions to patients regarding their upcoming visits.
- Performed follow up calls to confirm scheduled appointments.
- Coordinated with other departments within the practice to ensure timely patient care.
- Inputted patient data into the electronic health record system.
- Ensured compliance with HIPAA regulations when handling confidential information.
Customer Experience Associate III
Conduent Services LLC
Lakeland , FL
2019.12 - 2022.11
- Accurately provide bill processing to providers for payment processing
- Review medical bills per state guidelines and advising of any denials by carrier bill note, includes bill review logs Compliance library, and understanding ICD 9 and ICD 10 codes, and state rules
- Train new team members on client database and assist with any questions or escalations
- Monitor calls for Quality Assurance based on client procedure and company standards
- Complies with all policies and company standards and procedures
- Responsible for handling clients incoming emails, calls, etc
- Process and resolve deductions that come in for various reasons
- Provide customer service to clients and customers using multiple computer programs
- My duties include data entry with a special awareness of accuracy and handle a high volume of emails each day
- Very time sensitive position as issues need to be resolved as quickly as possible, and attention to detail is a must
- Very fast paced, and organization skills is needed
- Excel Practice Management
- Manages patient calls for four doctors in Northern Virginia
- This includes establishing new patient records per protocols of each doctor, scheduling appointments, ordering new and refill prescriptions with retail and mail-order pharmacies, obtaining insurance prior authorizations, resolving medical insurance discrepancies, reviewing and responding to e-mails as appropriate
- Provides daily activity log to Excel Practice Management
- Computer programs used are Practice Fusion, Valant, Yahoo
Business Financial Advisor
Advantage Fresh
2017.08 - 2019.12
Patient Care Administrator
2013.05 - 2017.08
Office Manager
Orange Street Church of Christ
2010.03 - 2013.05
- Receive all incoming calls, prepare correspondence for ministry staff; copy, fax, and collate documents as necessary; maintain church events calendar and attendance records; coordinate and prepare weekly bulletin, using Microsoft Word, Excel and Outlook
Stay at home mom
2004.08 - 2010.03
- Fully devoted to raising my child from birth to school age, at which time I was able to seek employment outside the home
Ops Associate
Western Reserve Life
1994.08 - 2004.08
- Company Responsibilities included applying clients' premium payments to their accounts; processing bank deposits for Premium Accounting Dept, processing reports and spreadsheets via Microsoft Excel, preparing & mailing client letters using Microsoft Word & Encore for Windows
Customer Service Representative
Matt Stone Co
1992.06 - 1994.08
- Responsible for monitoring and recording incoming calls, processing orders via data entry, completing all functions for counter sales, entering & retrieving accounts receivable/payable data for invoicing, operating office machines, and working directly with customers
Deli Clerk
Publix Supermarkets
1991.08 - 1993.01
- Responsible for operating food processing equipment, arranging and maintaining the deli case & salad bar, processing food order requests for customers
Education
Associate's Degree - Business Administration
Southern Maryland College
Pomfret, MDHigh School -
Maurice J. McDonough High School
Pomfret, MDSkills
- Efficient and Detail-Oriented
- Customer Service Process Improvement
- Understanding Customer Needs
- Call Documentation
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Client Relationships
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Responding to Difficult Customers
- Call Control
- Call Center Customer Service
- Excellent Attention to Detail
- Patient and Empathetic
- Inbound and Outbound Calling
- Provider Relations
Timeline
Appointment Scheduler
Celebration Orthopaedic & Sports Medicine Institute
2022.11 - 2024.08
Customer Experience Associate III
Conduent Services LLC
2019.12 - 2022.11
Business Financial Advisor
Advantage Fresh
2017.08 - 2019.12
Patient Care Administrator
2013.05 - 2017.08
Office Manager
Orange Street Church of Christ
2010.03 - 2013.05
Stay at home mom
2004.08 - 2010.03
Ops Associate
Western Reserve Life
1994.08 - 2004.08
Customer Service Representative
Matt Stone Co
1992.06 - 1994.08
Deli Clerk
Publix Supermarkets
1991.08 - 1993.01
Associate's Degree - Business Administration
Southern Maryland College
High School -
Maurice J. McDonough High School
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