JUANITA WILLIAMS
South Holland,IL
Summary
Ambitious Collection Rep with more than 15 Plus years of experience in debt collection and collections processing. Successful in following up on past due accounts and recouping unpaid balances. Outstanding negotiator skillful in creating manageable repayment plans to reduce debt.
Overview
20
20
years of professional experience
Work History
Call Center Customer Service Specialist
AMITA Health
Lisle, IL
10.2020 - Current
- Resolved customer complaints and addressed emergency requests and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Documented and detailed calls and complaints using call center's CRM database.
- Responded to customer comments and questions via LiveChat during shifts.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Answered up to 50 incoming calls in busy, fast-paced global call center.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Senior Collections Representative
Steward Health Care
Phoenix, AZ
08.2018 - 12.2020
- Aggressive insurance collections of unpaid claims
- Work insurance denials and appeals
- Insurance claim filing – electronic and paper
- Data entry of payments and adjustments
- Daily balancing of payments and adjustments
- Determine Refunds
- Collections on unpaid patient balances
- Speak with patients and answer questions
- Process patient credit card payments
- Generate patient statements and collection letters
- Meet minimum daily/weekly tasks as set by Management
- Accurately open and document support calls in a timely manner
- Communicate client needs accurately, timely and with proper documentation
- Responsible for communicating with the client via phone, tasks or email
- Other job duties as assigned by management
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Handled 50plus outbound and inbound calls daily with goal of collecting owed debt.
- Researched accounts and completed due diligence to resolve collection problems.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
Assistant Call Center Supervisor
CVS Group
Phoenix, AZ
03.2017 - 07.2018
- Ability to effectively communicate with clients
- Assist Agents with health insurance and Medicare product specific questions
- Live monitoring of calls to evaluate skills of all health insurance and Medicare Sales Agents
- Understand and adhere to all Company, Carrier and/or CMS related policies and procedures
- Ensure proper staffing and ability to quickly react to peaks in call volume that occur
- Drive Secret Shopper initiative to exceed Client Stars expectation
- Responsible for hiring of new employees and working thru corrective action process with those employees that warrant
- Work to ensure CMS compliance standards are met
- Responsible for maintaining contracts and adhoc agreements with insurance companies
- Supervised 15 reps in providing excellent customer service to callers requiring assistance for billing and collection issues.
- Established and oversaw performance targets for call center associates.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
Medical Billing and Collections Rep
Advocate/ Addison Group
Oak Brook, IL
09.2015 - 12.2017
- Compiled and tracked outstanding balances owed to medical facilities.
- Processed billing calls and answered questions from patients and third-party carriers.
- Corrected, completed and processed claims for multiple payer codes.
- Processed online and paper appeal submissions and refund requests.
- Assisted in reconciling deposit and patient collections.
- Responded to customer concerns and questions on daily basis.
- Monitored outstanding invoices and performed collections duties.
- Executed billing tasks and recorded information in company databases.
- Used data entry skills to accurately document and input statements.
- Managed invoicing and payment processing operations.
- Disbursed petty cash by recording entries and verifying documentation.
- Received and sorted mail, prepared packages for delivery and scanned documents.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
Senior Medical Assistant/ Orders
Elmhurst Hospital / Residential
Elmhurst, IL
10.2012 - 11.2015
- Visit clinics and physician’s office on a weekly base regarding orders, F2F and 485’s
- Maintain a relationship with Dr’s and office staff
- Distribution of Face to Face, 485’s and orders to physicians
- Followed up on ADR, Attestation Statement, Medicare Denial
- Reviewed Sign F2F for Medicare compliance
- Reviewed signed orders, 485’s and face to face documents
- Ran weekly outstanding orders and face to face A/R report
- Weekly review of physician web signers to make sure orders are signed
- Oversaw weekly unbilled reports/F2F reports
- Provided assistance to staff in resolving issues Physicians Orders, FTF, 485’s
- AthletiCo
Senior Collections Representative
Advanced Resources Group / Northwestern Hosp
Chicago, IL
06.2008 - 09.2012
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and contracts on accounts.
- Used probing techniques to determine debtors' reasons for delinquency.
- Counseled debtors on payment options and arranged installment agreements.
- Researched accounts and completed due diligence to resolve collection problems.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Used skip tracing and other techniques to locate debtors.
- Recorded all information regarding financial status of customers.
Patient Coordinator
Scott Noland Center
Des Plaines, IL
03.2004 - 11.2008
- Assumed responsibility for verification of benefits for hospitalization and partial hospitalization as well as
- Misa Residential
- Billing and Collection of all major Insurance carriers, heavy telephone contact with insurance companies and patients
- Responsible for maintaining contracts and adhoc agreements with insurance companies
- Obtained all appropriate signed medical and reimbursement forms
- Provided trouble shooting problem accounts
Education
Some College (No Degree) - Medical Termanology
Robert Morris University - Illinois
Chicago, ILSkills
- Customer Retention Strategies
- High-Volume Environments
- Good Listening Skills
- Account Management
- Understanding Customer Needs
- Customer Account Management
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Call Center Customer Service Specialist
AMITA Health
10.2020 - Current
Senior Collections Representative
Steward Health Care
08.2018 - 12.2020
Assistant Call Center Supervisor
CVS Group
03.2017 - 07.2018
Medical Billing and Collections Rep
Advocate/ Addison Group
09.2015 - 12.2017
Senior Medical Assistant/ Orders
Elmhurst Hospital / Residential
10.2012 - 11.2015
Senior Collections Representative
Advanced Resources Group / Northwestern Hosp
06.2008 - 09.2012
Patient Coordinator
Scott Noland Center
03.2004 - 11.2008
Some College (No Degree) - Medical Termanology
Robert Morris University - Illinois
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