Janiel Watkins
Bethlehem,GA
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
6
6
years of professional experience
Work History
Account Manager
PracticeTek
10.2024 - 07.2025
- Managed client relationships to drive satisfaction and retention.
- Processed medical claims using advanced billing software to ensure timely reimbursements.
- Reviewed patient accounts for accuracy, identifying discrepancies and resolving issues efficiently.
- Collaborated with healthcare providers to verify insurance eligibility and coverage details.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Identified and resolved patient billing and payment issues.
- Ensured timely submission of claims to various insurance carriers, resulting in prompt payment for services rendered.
- Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
- Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
- Liaised between patients, insurance companies, and billing office.
- Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
- Posted payments and collections on regular basis.
Patient Services Team Lead
IPS – PracticeTek
08.2022 - 10.2024
- Trained and mentored new staff, improving team productivity and performance.
- Audited patient accounts for billing accuracy and guided staff on ChiroTouch software.
- Developed training programs for staff to improve operational efficiency and customer engagement.
- Mentored junior team members, fostering professional growth and enhancing team capabilities.
- Collaborated with other departments to identify areas of improvement and implement solutions for better cross-functional efficiency.
- Implemented quality assurance measures, leading to a reduction in service errors and an increase in positive customer feedback.
- Mentored team members to develop their skills and expertise in various aspects of service delivery, resulting in a more versatile and well-rounded workforce.
- Led weekly one-on-one meetings to discuss goals, review progress, address challenges, and celebrate successes together as a cohesive unit.
- Managed department call volume of 50+ calls per day and coordinated department schedules to maximize coverage during peak hours.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Produced and mailed monthly statements to patients and assisted with related requests for information and clarification.
Patient Services Representative
IPS
09.2020 - 08.2022
- Recognized for exceptional customer service in resolving complex patient issues.
- Interfaced with patients, attorneys, and insurers to resolve billing questions.
- Ensured statement accuracy and timely management reporting in line with HIPAA.
- Resolved patient inquiries and concerns, enhancing overall patient satisfaction.
- Trained new staff on office protocols and customer service best practices, fostering team collaboration.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Processed payments maintaining accurate records of transactions.
- Documented customer interactions in CRM system, ensuring accurate record-keeping for future reference.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Accounts Receivable Manager
ProHealth Integrated Medical
02.2019 - 09.2020
- Improved client satisfaction by providing regular updates on case status and addressing inquiries promptly and professionally.
- Managed multi-line phone system and pleasantly greeted patients.
- Completed clerical duties and tasks for clinic administration.
- Performed various administrative tasks by filing, copying and faxing documents.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Assisted chiropractors in delivering quality care through thorough patient record-keeping and documentation.
- Maintained confidentiality of sensitive patient information while adhering to HIPAA regulations at all times.
- Delivered excellent customer service, addressing patient inquiries in person or over the phone with professionalism and empathy.
Education
A.S. - Business Management
Utah Tech University
01.2000
Skills
- SalesForce
- HIPAA compliance
- Analytical problem-solving
- Meticulous attention to detail
- Strong organizational skills
- Effective verbal communication
- Conflict management
- Revenue cycle management
- Insurance claim processing
- Proficient in computer applications
- Proficient in Microsoft Office Suite
- Customer service
Timeline
Account Manager
PracticeTek
10.2024 - 07.2025
Patient Services Team Lead
IPS – PracticeTek
08.2022 - 10.2024
Patient Services Representative
IPS
09.2020 - 08.2022
Accounts Receivable Manager
ProHealth Integrated Medical
02.2019 - 09.2020
A.S. - Business Management
Utah Tech University
ADDITIONAL INFORMATION
Available upon request: Professional references
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