Jovan Banks
Dallas,TX
Summary
Well-rounded Healthcare professional exhibiting over 12 years of healthcare functions to include patient registration, computer charting, lab coordination, and knowledge of medical office procedures. Knowledge and familiarity with HIPPA Laws, medical terminology, and medical malpractice laws. Experience providing years of successful experience while being a great team player with advancing responsibilities.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Park Cities Healthcare
06.2020 - Current
- Answer a high volume of calls from patients or their representative, regarding patient bill balances, payment plans, credit card payments, patient pricing, re - billing insurance companies and general customer concerns
- Process adjustments, refunds, transfer bills, mail returns and perform manual sales
- Evaluate and respond to all aspects of written billing inquiries, including but not limited to billing insurances, and updating invoices
- Research, troubleshoot and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
- Maintain tracking log of all escalated patient correspondence, providing status updates to leadership as needed
- Ability to perform all aspects of billing customer service as needed
- Thorough navigation of both Quest Billing System and the web
- Always maintain all Compliance and HIPAA regulations
Customer Success Manager
Kohls
04.2016 - 05.2020
- Trained team of 10 on customer communication practices, increasing customer satisfaction by 12%
- Increased the rate of return clients by 55%
- Provided customer service regarding collection issues, process and review account adjustments
- Resolve client discrepancies and short payments
- Small balance write-off, customer reconciliations and processing credit memos
- Tracks and inputs data for accuracy
- Communicated with 7 departments, including Service, Product Development, Marketing, and Sales to better understand customers' behaviors and address their needs
- Cultivated relationships with 650+ clients, receiving 5 stars on customer feedback surveys
Account Services
Sprint
02.2012 - 03.2016
- Provide effective and timely resolution of various customer inquiries and concerns
- Build customer loyalty and value through effective account management, identifying appropriate additional products, features, and services, and collecting past-due balances
- Deliver exceptional customer service using resource documentation for reference and the automated and training tools provided
- Meet department productivity and quality standards
- Complete training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency in what we value, organizational requirements, and competencies needed for the Expert role
Education
Bachelor of Health Management -
University of Phoenix
Dallas, Texas01.2022
Skills
- Medical System Epic
- Microsoft Office
- Excel
- PowerPoint
- Word
Certification
- Medical Records
- Medical Assistant
Timeline
Park Cities Healthcare
06.2020 - Current
Customer Success Manager
Kohls
04.2016 - 05.2020
Account Services
Sprint
02.2012 - 03.2016
Bachelor of Health Management -
University of Phoenix