Janay Glover
Tampa ,FL
Summary
Accomplished Billing Specialist with a proven track record at Women’s Care, adept in insurance verification and enhancing customer satisfaction. Excelled in HIPAA-compliant billing, improving claim submission efficiency by 30%. Skilled in both A/P and A/R, demonstrating exceptional customer service and meticulous attention to detail.
Overview
6
6
years of professional experience
Work History
Billing Specialist
Women’s Care
09.2023 - Current
- Verifies patient benefits via phone and internet and contacts patient if necessary to confirm.
- Processes billing for various visit types/procedures using appropriate CPT/ICD coding.
- Documents and updates information in patient’s electronic medical record.
- Performs charge entry/posting, as needed.
- Represents clinic in a professional manner. Treats all customers, internal and external, in a courteous and cooperative manner.
- Attends required meetings and participates in team activities and professional development activities.
- Demonstrates and embodies the Women’s Care mission and core values.
- Compliance with all HIPAA rules, regulations, and guidelines.
- Other duties as assigned.
Patient Access Representative
Usfhealth
05.2022 - 08.2023
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
Customer Service Representative
United Healthcare Group
09.2020 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Cigna Billing and Enrollment
11.2018 - 09.2020
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Chamberlain High School
Tampa, FLCriminal Justice
Hillsborough Community College
Tampa, FLSkills
- Billing systems and software
- Insurance Verification
- Invoice Processing
- Claims Processing
- HIPAA Compliance
- Claim submission
- Payment posting
- Patient account management
- Customer Service
- Microsoft Office
- Payment Collection
- Customer service support
- Account updating
- Deadline Adherence
- Payment Transactions
- Customer Contact
- A/P and A/R expertise
Timeline
Billing Specialist
Women’s Care
09.2023 - Current
Patient Access Representative
Usfhealth
05.2022 - 08.2023
Customer Service Representative
United Healthcare Group
09.2020 - 12.2022
Customer Service Representative
Cigna Billing and Enrollment
11.2018 - 09.2020
Chamberlain High School
Criminal Justice
Hillsborough Community College
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