Imani Iles
Lake Charles,LA
Summary
Dedicated and compassionate Medical Customer Service Representative with over 8 years of experience in healthcare settings, health insurance claims processing and medical billing. Skilled in handling patient inquiries, resolving billing issues, accurately processing and adjudicating health insurance claims and managing appointment schedules. Known for exceptional communication abilities, a patient-centered approach.
Overview
6
6
years of professional experience
Work History
Medical Customer Service Representative
ResultsCX
01.2024 - Current
- Address and resolve patient inquiries and complaints through various communication channels.
- Schedule and confirm patient appointments, ensuring efficient use of clinic resources.
- Verify insurance coverage and handle pre-authorization processes to facilitate patient care.
- Educate patients on billing processes, including payment plans and insurance benefits.
- Maintain accurate patient records in Electronic Health Records (EHR) systems.
Customer Service Specialist
Healthmark Group
08.2021 - 01.2024
- Managed patient calls, emails, and online inquiries with a focus on first-call resolution.
- Assisted patients with understanding their medical bills, insurance claims, and payment options.
- Trained new employees on customer service best practices and system navigation.
- Collaborated with medical staff to resolve complex patient issues promptly and efficiently.
- Conducted follow-up calls to ensure patient satisfaction and address any additional concerns.
Patient Service Representative | Onsite
Patient Plus Urgent Care
12.2019 - 07.2021
- Greeted and assisted patients in a busy family clinic, managing front desk operations.
- Collected patient information, processed intake forms, and updated medical records.
- Coordinated with healthcare providers to ensure smooth patient flow and timely appointments.
- Addressed patient concerns regarding wait times, appointment availability, and service quality.
Education
High School Diploma -
Westlake High School
Westlake, LASkills
- Patient Communication
- Appointment Scheduling
- Billing and Coding Knowledge
- Insurance Verification
- Medical Terminology
- Conflict Resolution
- Meticulous Attention To Detail
- Electronic Health Records (EHR)
- Adjudication of Claims
- Understanding of HIPAA Guidelines
- Microsoft Office
- HIPAA Compliance
- Multi-Line Phone Systems
- Time Management
- Problem Solving
- Customer Relationship Management (CRM)
- Team Collaboration
- Patient Advocacy
- Data Entry
- Claims Processing
- Medical Billing
- Account Management
Timeline
Medical Customer Service Representative
ResultsCX
01.2024 - Current
Customer Service Specialist
Healthmark Group
08.2021 - 01.2024
Patient Service Representative | Onsite
Patient Plus Urgent Care
12.2019 - 07.2021
High School Diploma -
Westlake High School