JANETTE KIDWELL
Sanford,ME
Summary
Accomplished Senior Customer Service Representative with extensive experience in delivering exceptional customer care. Demonstrates strong attention to detail and effective multitasking abilities, resulting in consistently positive customer experiences. Known for maintaining professionalism under pressure while fostering a motivated and energetic team environment. Aiming to leverage skills in enhancing customer satisfaction and operational efficiency.
Overview
10
10
years of professional experience
Work History
Patient Access Representative
Maine Medical Center
Biddeford, ME
02.2025 - Current
- Serve as the first point of contact when a patient comes into the emergency department
- Performing crucial non-clinical tasks in a fast paced environment
- Registration & Intake collecting demographic and insurance information, scanning ID's and creating patient records
- Applying identification armbands and ensuring accurate patient identification
- Working alongside clinical staff to complete paperwork for emergency patients
- Handling co pays, deductibles and financial counseling or navagating the patient to financial services
- Act as a liaison between patients, families and clinical care
AFFILIATE ACCESS COORDINATOR
Sweetser
Saco, ME
06.2023 - 02.2025
- Consistently maintained a high level of customer service with prompt, professional affiliate interactions.
- Collaborated effectively with the Program Manager and internal Sweetser partners to address billing and payment issues.
- Facilitated timely placement of consumer referrals.
- Supported Affiliate Program Manager with regular website, spreadsheet, and file maintenance.
- Maintained adherence to privacy laws in handling sensitive client and affiliate information.
- Actively managed the InterMed referrals ensuring process is maintained.
- Participated in workgroups, task groups and committees as needed.
- Placed clients on appropriate waitlist and sent to current providers.
- Maintained providers monthly supervisions.
- Keep up to date records for providers certificate of insurance and licensing.
- Maintained affiliate biopsychosocial assessments and compliance reports monthly.
LEAD CAKE DECORATOR
Market Basket Demoulas Supermarket
Biddeford, ME
11.2021 - 06.2023
- Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.
- Stocked shelves and ordered inventory when product stock became low.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Set ovens to appropriate temperatures to pre-heat.
- Provided exceptional customer service, addressing inquiries and concerns with patience and expertise.
- Ordered ingredients as needed to maintain adequate stock levels for baking operations.
- Boxed, weighed and wrapped cakes and other bakery products to prepare for pickup.
- Wrapped items in plastic in preparation for display and to sell to customers.
- Prepared buttercream and icings to use for decorating cakes, cupcakes, tarts and other pastries.
- Resolved customer complaints regarding products or services promptly and courteously.
- Organized store by returning merchandise to proper areas and restocked displays.
- Planned and designed creative cake decorations to meet customer's specifications.
- Met with customers to discuss needed bakery items and take orders.
- Used photo cake software to create specialty birthday and anniversary cakes.
- Decorated cakes for special occasions, showers, birthdays and christenings.
- Cleaned display cases, utensils, and working spaces to keep sanitary work environment.
SERVICE AGENT
Health First Health Plans of NY
Lake Mary, FL
09.2020 - 11.2021
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Collaborated with team members to meet daily goals set by management.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Performed administrative duties such as data entry, filing, and record keeping.
- Demonstrated excellent communication skills both verbally and written.
- Processed payments, returns, and exchanges according to company policies.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained composure, resilience and flexibility during stressful periods and tight deadlines.
- Enhanced efficiency in obtaining authorizations for providers.
- Supported resolution of vendor-related issues, including appeals and grievances for both providers and members.
CUSTOMER SERVICE REPRESENTATIVE/MEDICAL CLAIMS PROCESSOR
Halifax Health
Daytona Beach, FL
11.2015 - 09.2020
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed positive relationships with customers through friendly interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered inbound calls, chats and emails to facilitate customer service.
- Processed physician billing information efficiently.
- Verified accuracy of all medical claim details.
- Performed assessments on various insurance information.
- Managed and resolved numerous insurance claims seamlessly.
- Developed and delivered comprehensive training programs for onboarding Customer Service Reps.
- Addressed and resolved complaints related to patient billing accounts.
- Insurance verification, input, collection of patient payments via online payment system.
- Rectified enrollment errors in the patient portal.
Skills
- HIPAA compliance
- Healthcare
- Scheduling coordination
- Detail-oriented approach
- Decision-making capacity
- Microsoft office mastery
- The ability of good leadership
- Strong Problem-Solving Skills
- Team Collaboration
PROGRAMS
- Microsoft Office
- Microsoft Outlook
- Xmedius Fax
- Athena Health
- Meditech Expanse
Timeline
Patient Access Representative
Maine Medical Center
02.2025 - Current
AFFILIATE ACCESS COORDINATOR
Sweetser
06.2023 - 02.2025
LEAD CAKE DECORATOR
Market Basket Demoulas Supermarket
11.2021 - 06.2023
SERVICE AGENT
Health First Health Plans of NY
09.2020 - 11.2021
CUSTOMER SERVICE REPRESENTATIVE/MEDICAL CLAIMS PROCESSOR
Halifax Health
11.2015 - 09.2020