Jennifer Sissom

• Temporary job - Proof of Delivery department
• Remote position
• Assessed accounts for missing documents and reached out to customers to obtain missing information needed for billing.
• Reached and often exceeded daily productivity goals consistently.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Trained new personnel regarding company operations, policies and services.

• Verified insurance benefits via phone
• Knowledge of medical coding, terminology, benefits, HIPAA
• Temporary, remote position.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.
• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Reviewed 300+ patient cases per week and verified insurance coverage information.
• Occasionally answered telephone calls to offer office information, answer questions and direct calls to staff.

• Greeted customers and listened closely to problems described to determine solutions.
• Trained, oversaw and mentored new team members to strengthen performance and job expertise.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
• Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.

• Answered questions from taxpayers and assisted individuals with completing tax forms
• Collected taxes, monitored payment plans and imposed deadlines on delinquent taxpayers
• Set up and monitored payment plans and processed payments
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
• Juggled multiple projects and tasks to ensure high quality and timely delivery
• Demonstrated self-reliance by meeting and exceeding workflow needs
• Provided excellent service and attention to customers when face-to-face or through phone conversations
• Processed both outgoing and incoming payments and invoices
• Supported clerical and administrative needs of senior department staff
• Reconciled company credit cards, expense accounts and other expenses and financial records
• Updated accounting ledger and journals with updated transaction information
• Kept records current and accurate with skilled reconciliations and variance resolutions
• Prepared monthly and year-end closing statements, financial documents and invoices
• Resolved billing discrepancies by completing detailed research and analysis and documented client rebate discounts and reserve fund records
• Met high productivity standards in processing payments for customers
• Rectified discrepancies between accounting records and cash drawer by researching daily transactions to pinpoint issues
• Examined checks for identification and endorsement
• Balanced daily cash deposits and vault inventory with zero error rate
• Offered every customer exceptional service levels by remaining friendly and professional during every transaction
• Reported daily averages and shortages to operations department.

• Analyzed customer complaints and service trends to identify and correct systematic issues
• Resolved customer complaints via phone, email or social media
• Trained employees on best practices and protocols while managing teams to maintain optimal productivity
• Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals
• Greeted visitors and assisted by answering general questions and directed to desired office
• Answered questions from customers that came in through BBB's online chat feature
• Walked customers through online demonstrations to support better understanding of product features
• Volunteered to help with email-based and phone support to customers at times when departments were swamped with calls and messages
• Provided exceptional coaching to new hires and offered positive feedback on completed tasks
• Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads
• Maintained business records by updating customer information
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
• Generated leads and capitalized on valuable business opportunities to bring in new company revenue and improve bottom line profit.
• Interpreted clients' needs and introduced services to fit specific requirements.
• Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.

**Also was employed here March 2015-Jan 2016

• Displayed strong telephone etiquette, effectively handling difficult calls
• Handled client inquiries with exceptional professionalism and enthusiasm
• Provided customer service and issue resolution to increase QA satisfaction levels
• Answered 50+ calls/hour daily phone calls to resolve customer issues and inquiries
• Instructed new team members on correct procedures for operations
• Stayed up to date on requirements of all team positions to optimize training
• Developed and implemented strategies to enhance team performance, improve processes and boost results
• Documented needs for performance improvement, safety and customer service to optimize operations
• Created and offered additional materials to enhance training
• Explained goals and expectations required of trainees
• Evaluated client processes, employee performance and training progress to determine additional training needs
• Entered patient charges and payments into electronic health records
• Identified discrepancies and carrier issues regarding billing and reimbursements
• Processed refund requests and reconciled deposit and patient collections
• Took billing calls, questions and concerns from patients and third party carriers
• Posted charges, payments and adjustments
• Reviewed patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under policies
• Tracked and recorded status of delinquent accounts and sent follow-up letters to request payment
• Applied payments, adjustments and denials into medical manager system
• Coordinated communications between patients, billing personnel and insurance carriers
• Researched and rectified account discrepancies
• Documented and filed patient data and medical records
• Assessed medical codes on patient records for accuracy.

• Entered insurance, demographics and health history into patient database
• Checked patients in and out for appointments and collected co-payments
• Called patients to confirm scheduled appointments and obtain additional details
• Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files
• Protected patients by observing strict HIPAA guidelines
• Processed patient payments and scanned identification and insurance cards
• Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments
• Took messages from patients and promptly relayed to appropriate staff
• Answered multi-line phone system and directed callers to requested personnel and departments
• Greeted each patient pleasantly and offered desk sheet for easy sign-in
• Delivered high-quality administrative and customer service to sustain patient and work flows
• Trained new staff on office procedures, insurance processes and medical terminology
• Ordered ink cartridges, toner, paper and other office supplies
• Compiled physical and digital documents, charts and reports
• Informed patients of financial responsibilities prior to rendering services
• Managed office phone lines by checking voicemail, returning calls and directing messages to team members
• Straightened up waiting room to maintain neat and organized space
• Retrieved faxes and uploaded documents to patient charts to assist clinical staff
• Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants
• Entered patient charges and payments into electronic health records
• Took billing calls, questions and concerns from patients and third party carriers
• Answered phone calls, responding to basic questions regarding appointments and clinic operations and directing calls within clinic as appropriate
• Posted charges, payments and adjustments
• Filed and submitted insurance claims
• Prepared and submitted claims to insurance companies electronically and manually
• Completed and submitted appeals for denied claims
• Reviewed patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under policies
• Reviewed and verified benefits and eligibility with speed and precision
• Tracked and recorded status of delinquent accounts and sent follow-up letters to request payment
• Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements
• Applied payments, adjustments and denials into medical manager system
• Prepared billing statements for patients, ensuring correct diagnostic coding
• Added modifiers, coded narrative diagnosis and verified diagnoses.