Judy Richardson
Daytona Beach,FL
Summary
Dynamic Customer Service Representative with a proven track record at BDR Solutions LLC, excelling in HIPAA compliance and conflict resolution. Enhanced patient satisfaction through active listening and effective problem resolution, achieving increased first-call resolution rates. Skilled in insurance verification and relationship building, ensuring seamless communication and care coordination.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
BDR Solutions LLC
06.2021 - 11.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Insurance Verification Specialist
Halifax Hospital
09.2019 - 03.2020
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Developed strong relationships with insurance representatives, facilitating smooth communication channels for resolving inquiries or disputes.
- Coordinated with care teams across various departments to ensure seamless integration of verified coverage information into overall treatment planning.
Education
Associate of Science - Billing & Coding
Bryant University
Tempe, AZ05-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Conflict resolution
- Microsoft Excel
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Paperwork processing
- Appointment scheduling
- Team development
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Medical terminology
- Data entry proficiency
- Referral coordination
- Empathy and patience
- Insurance claims follow-up
- EMR
- Registration and admissions
Timeline
Customer Service Representative
BDR Solutions LLC
06.2021 - 11.2025
Insurance Verification Specialist
Halifax Hospital
09.2019 - 03.2020
Associate of Science - Billing & Coding
Bryant University