Jennifer L. Byrne
Phoenix,Arizona
Summary
Customer service expert with a proven track record of delivering exceptional support in fast-paced settings. Skilled in problem-solving and relationship management, consistently driving client loyalty through effective communication and resolution strategies. Passionate about contributing to a values-driven organization.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
iMemories
Scottsdale, Arizona
07.2024 - Current
- Resolved customer issues by providing accurate information and solutions.
- Managed customer inquiries through phone and email platforms.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Assisted customers with product selection and account management tasks.
- Developed strong customer relationships to encourage repeat business.
- Maintained detailed records of customer interactions in the database system.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed day-to-day duties accurately and efficiently remotely.
Claims Coordinator Specialist
OrthoFi
Denver, USA
04.2022 - 04.2024
- Reviewed past due insurance claims and followed up to identify reasons for non-payment, improving claim resolution timeline
- Contacted carriers and navigated carrier websites to verify payment status, ensuring timely updates and accurate information
- Submitting claims to carriers using Practice Management Software (PMSW) or traditional methods such as fax/mail
- Allocating payments in OrthoFi reconciliation report to the correct patient's accounts in PMSW
- Adjust unpaid and/ or overpaid insurance balances
- Collaborated with team remotely from home office
Insurance and Accounts Receivable Specialist
Simply Dental Management
Boston, USA
03.2021 - 03.2023
- Reviewed past due insurance claims and followed up to identify reasons for non-payment, facilitating timely resolution of outstanding accounts
- Adjusted unpaid and overpaid insurance balances to maintain accurate financial records
- Contacted carriers and navigated carrier websites to verify payment status, ensuring accurate account reconciliation
- Posted payments to patient's ledgers
- Worked PPO, HMO and Medicaid policies
- Collaborated with team members remotely from home office
Client Service Specialist
EDI Health Group Inc./ DentalXChange
Irvine, USA
09.2017 - 03.2021
- Responded to incoming calls and live chats from clients, troubleshooting and resolving support issues
- Logged phone calls in Approver ticketing system (in-house CRM) to maintain accurate client interaction records
- Created issue resolution training documentation for team utilizing a high level of product and vendor knowledge
- Updated DHMO roster with client information
- Escalated issues to Tier 2 support promptly to ensure timely resolution of client concerns
Credentialing Specialist
EDI Health Group Inc./ DentalXChange
Irvine, USA
09.2017 - 03.2021
- Reviewed and submitted credentialing applications to payers, ensuring compliance and accuracy in documentation.
- Guided users in creating applications, completing required fields, and uploading necessary documents to streamline the credentialing process.
- Facilitated user experiences for our proprietary credentialing tool, enhancing user understanding and engagement.
Sr. Client Service Specialist
EDI Health Group Inc./ DentalXChange
Irvine, USA
09.2017 - 03.2021
- Provided high level of technical support for Support 1 representatives
- Triage escalations by identifying and quantifying issues, directing to appropriate parties or providing resolutions within scope
- Provided coaching, mentoring, and training to the Support 1 Team
- Facilitated claim traces with insurance payers, effectively escalating global issues as needed
- Advised dental practices on claim corrections and provided updates on DentalXChange website
- Performed advanced 'DMD'(SaaS) Virtual Capture Printer troubleshooting
Lead Jr. Account Executive
EDI Health Group Inc./ DentalXChange
Irvine, USA
09.2017 - 03.2021
- Managed administrative duties for Sales Account Executives, facilitating onboarding and training for new clients to ensure smooth integration.
- Engaged with clients needing additional support, showcasing products and services to enhance client satisfaction.
- Coordinated with Sales Account Executives to optimize client portfolios by managing activities related to growth, services, and cancellations.
- Developed expertise in vendor products and software to enhance service delivery.
- Ability to create and maintain good working relationships with a variety of internal and external constituents
Client Service Representative
Trojan Professional Services Inc.
Los Alamitos, USA
09.2006 - 01.2013
- Managed high-volume inbound and outbound customer calls, ensuring timely resolution of inquiries
- Completed OSHA, ADA, and HIPAA compliance training to uphold regulatory standards
- Verified patients' insurance coverage and claim details, facilitating accurate processing of claims
Education
Dental Assisting Certificate -
Concorde Career College
Garden Grove, CA01-2017
Skills
- Proficient with practice management software
- Dentrix
- Softdent
- Eaglesoft
- Open Dental
- Practice-Web
- Cloud9
- Claims Processing
- Billing/Insurance/ AR
- Insurance Verification
- Regulatory Compliance
- HIPAA compliance knowledge
- OSHA/ Dental Office Safety
- Technical Support
- Customer Service Techniques
- Client Relationship Management
- Appointment Scheduling
- Inventory Control
- Proficient with Microsoft programs Outlook
- Proficient with Microsoft programs Word
- Proficient with Microsoft programs PowerPoint
- Time management skills
- Desire to learn
- Positive problem solver
- Motivated problem solver
- Team player
- Self-starter
- CPR certification
- Administrative Dentistry
- Client Relationship Management
- CPR certification
Work Authorization
Authorized to work in the United States.
Timeline
Customer Service Representative
iMemories
07.2024 - Current
Claims Coordinator Specialist
OrthoFi
04.2022 - 04.2024
Insurance and Accounts Receivable Specialist
Simply Dental Management
03.2021 - 03.2023
Client Service Specialist
EDI Health Group Inc./ DentalXChange
09.2017 - 03.2021
Credentialing Specialist
EDI Health Group Inc./ DentalXChange
09.2017 - 03.2021
Sr. Client Service Specialist
EDI Health Group Inc./ DentalXChange
09.2017 - 03.2021
Lead Jr. Account Executive
EDI Health Group Inc./ DentalXChange
09.2017 - 03.2021
Client Service Representative
Trojan Professional Services Inc.
09.2006 - 01.2013
Dental Assisting Certificate -
Concorde Career College