Hillary Reed

Spring,TX

Summary

Experienced and dedicated Customer Service Representative with over 6 years of expertise in healthcare customer support, insurance verification, and patient care. Adept at providing high-quality service, ensuring patient satisfaction, and maintaining compliance with healthcare regulations, including HIPAA. Skilled in communicating insurance benefits, verifying eligibility, and handling customer inquiries via multiple channels. Proven ability to problem-solve, adapt communication to diverse populations, and meet performance goals.

Overview

years of professional experience

Work History

Healthcare Customer Service Representative Acclara

Acclara Solutions

Houston, Texas

12.2020 - 11.2024

Verified patient insurance coverage by contacting insurance companies, confirming eligibility, and obtaining pre-authorization when necessary, ensuring accurate billing and payment processing.
Managed patient demographic and insurance data entry into electronic medical record (EMR) systems, ensuring data accuracy and regulatory compliance.
Conducted comprehensive benefit verifications and coordinated with insurance providers to confirm coverage for treatments, medications, and services.
Responded to customer service inquiries related to insurance benefits, co-pays, deductibles, and out-of-pocket costs via phone, email, and in-person interactions, consistently maintaining a high level of professionalism.
Ensured compliance with HIPAA and other healthcare regulations when handling sensitive patient and financial data.
Supported the Patient Care Team by identifying and resolving patient concerns, ensuring a seamless and positive patient experience.

Customer Service Representative Houston

Startek USA

Houston, Texas

02.2020 - 09.2021

Provided exceptional support to customers by assisting with product inquiries, returns, and resolving complaints through multiple communication channels.
Delivered effective telephone and remote support for patients, ensuring accurate information about insurance coverage, service eligibility, and benefit details.
Collaborated with cross-functional teams to ensure prompt resolution of customer issues and to maintain service goals and standards.
Adapted communication style to meet the needs of a diverse patient base, ensuring clarity and understanding across various cultural and socioeconomic backgrounds.

Customer Service Representative

Iqor

Houston

05.2016 - 09.2019

Delivered customer support for retirement accounts, explaining plan options, contribution limits, and distribution rules while ensuring clarity for clients.
Utilized strong communication skills to assist clients through phone, email, and chat, ensuring timely resolution of inquiries and concerns.
Managed complex customer issues, providing effective troubleshooting, problem-solving, and follow-up to ensure customer satisfaction.

Education

Associate of Science -

Houston Community College

Houston, TX

Skills

Healthcare Regulations: In-depth knowledge of HIPAA compliance, patient privacy, and healthcare protocols
Insurance Verification: Expertise in confirming insurance eligibility, benefits, and pre-authorizations for patients
Customer Service Excellence: Ability to address patient and customer inquiries with empathy, professionalism, and efficiency

Communication: Strong verbal and written communication skills; adept at explaining complex information in simple terms
Problem Solving: Proficient in resolving customer issues, troubleshooting concerns, and following up as necessary
Data Entry & EMR Systems: Skilled in entering patient data accurately into electronic health record (EHR) systems

Timeline