Jennifer Strickland
Muskogee ,OK
Summary
Adept at complaint resolution and proficient in Microsoft Excel, I enhanced customer loyalty and streamlined billing processes at Premier Pediatrics. My professional demeanor and prioritization skills fostered strong relationships, significantly improving patient satisfaction and operational efficiency without exceeding a 55-word limit.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Dept. of Human Services
05.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Medical Biller
Premier Pediatrics
11.2018 - 11.2023
- Verified insurance of patients to determine eligibility.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Managed appeals process for denied claims, resulting in successful reimbursements from insurance companies.
- Filed and updated patient information and medical records.
- Ensured timely payments from insurance providers through submission of accurate and complete claims.
- Collected payments and applied to patient accounts.
- Posted payments and collections on regular basis.
- Reduced claim denials by meticulously reviewing patient insurance information and coding practices.
- Enhanced revenue collections for the medical practice with diligent follow-ups on unpaid claims.
- 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.
- Delivered timely and accurate charge submissions.
- Supported efficient scheduling practices by verifying patient eligibility and coverage prior to appointments.
- Established strong relationships with insurance representatives, facilitating prompt resolution of billing issues.
- Resolved discrepancies in accounts receivable reports, contributing to improved cash flow management.
- Organized filing system for patient records, expediting access to essential documents when needed.
- Prepared billing statements for patients and verified correct diagnostic coding.
- Reviewed outstanding balances owed by patients; initiated collection actions if necessary resulting in improved account recovery efforts.
Medical Assistant
Muskogee Cardiovascular Center
11.2016 - 11.2018
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
Patient Access Representative
St. Francis Hospital and Medical Center
12.2013 - 11.2016
- 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.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- 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.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
Front Desk Receptionist
Triad Eye Institute
12.2010 - 11.2013
- Scheduled, coordinated and confirmed appointments and meetings.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Completed all tasks in compliance with company policies and procedures.
- Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall office productivity.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
Education
GED -
Fort Gibson High School
Fort Gibson, OK05-2000
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Documentation
- Prioritization
- Live chat support
- Filing
- Multi-line phone talent
- Office equipment proficiency
- Staff education and training
- Key holder experience
- Call triaging
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Timeline
Customer Service Representative
Dept. of Human Services
05.2024 - Current
Medical Biller
Premier Pediatrics
11.2018 - 11.2023
Medical Assistant
Muskogee Cardiovascular Center
11.2016 - 11.2018
Patient Access Representative
St. Francis Hospital and Medical Center
12.2013 - 11.2016
Front Desk Receptionist
Triad Eye Institute
12.2010 - 11.2013
GED -
Fort Gibson High School
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