Kathy Ferguson
customer/client services
Norcross,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
8
8
years of professional experience
Work History
Client Service Representative
Piedmont Hospital/ Ciox Healthcare
04.2019 - 08.2023
- Validated requests and authorizations for release of medical information according to established procedures and HIPAA guidelines
- Completed release of information requests including retrieving patient's medical charts and returning charts, copying/scanning medical records accurately and correctly, according to requests, established procedures and standards of quality and productivity
- Maintained customer service by providing appropriate information to incoming calls
- Used EMR systems to process Legal, Disability, Insurance, Audits, Hedis Audits, Patient requests. Knowledge in Coordination of Benefits and Medicare Secondary Healthcare experience with medical insurance knowledge and terminology and experience in patient access
- Medicare Part A B C and Part D
- Advanced problem solving skills and the ability to work collaboratively with other departments to resolve issues with innovative solutions
- Knowledge of CMS Billing requirments and regulations
Customer Service Representative
Ultimate Staffing/CLA
05.2018 - 01.2019
- Contact on existing accounts to discuss any updates and payment arrangements for any outstanding amounts owed
- Managed account portfolio to ensure account accuracy for future contact
- First point of contact for any customer concerns while utilizing PIMS database and Livox.
- Knowledge of CMS Enrollment & Reconciliation process
- Demonstrated ability to handle challenging interactions in a professional manner.
Medical Records and Health Information Technician
Kforce/Kaiser Permente
11.2017 - 05.2018
- Managed appointments, scheduling based on acuity levels for Adult Medicine, Pediatrics, OB/Gyn and Dermatology while maximizing availability for nurses and assigned providers
- Reviewed and editing existing records for changes within the IRCS and Health Connect (EPIC) systems
- Administrative work operations by documenting and communicating needed actions to management, discovering irregularities, and maintaining confidentiality of sensitive information
- Assisted in all levels of external and internal inquiries regarding insurance policies for coverage, medical records and including data input of demographic characteristics and patient history.
Medical Collections Representative
First Financial Asset Management
11.2016 - 03.2017
- Building, implement and manage all systems for clients for updated patient information
- Inbound/Outbound customer contact on current accounts for resolve or payment
- Worked to improve and progress the optimization of processes, tools, and strategies
- Researching existing and expired accounts.
Marketing Operations Specialist
Quadrant Incorporation/Anna Dermatology Servna
10.2015 - 08.2016
- Maintained patient database for updated account information including insurance eligibility verification
- Assisted in claims process with heavy communication with various insurance companies through stages of the claim process including follow-up and working denials
- Processed EOBs
- Administrative duties including speaking with patients regarding invoices, calling patients, daily intake of co-pay and payments made on account, posting, reconciling, and assisting with other administrative duties when needed
- Payment posting and generating weekly statements while also running aged report.
Education
Associate of Science in Medical Billing and Coding -
Altierus Career Colleges (Previously Everest Institute)
01.2014
Skills
- MS Office (Word, Outlook, Excel, PowerPoint)
- Epic CRM
- Availity
- IRCS
- Nexgen Systems
Languages
English
Full Professional
Timeline
Client Service Representative
Piedmont Hospital/ Ciox Healthcare
04.2019 - 08.2023
Customer Service Representative
Ultimate Staffing/CLA
05.2018 - 01.2019
Medical Records and Health Information Technician
Kforce/Kaiser Permente
11.2017 - 05.2018
Medical Collections Representative
First Financial Asset Management
11.2016 - 03.2017
Marketing Operations Specialist
Quadrant Incorporation/Anna Dermatology Servna
10.2015 - 08.2016
Associate of Science in Medical Billing and Coding -
Altierus Career Colleges (Previously Everest Institute)
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