Kathy Solis
Statesville,NC
Summary
Dynamic professional with a proven track record at Justice Family Dentistry, excelling in insurance verification and customer service. Demonstrated ability to enhance team efficiency and client satisfaction through effective communication and meticulous insurance claims processing. Skilled in fostering relationships and adept at multitasking, I significantly contribute to operational excellence and customer loyalty.
Overview
5
5
years of professional experience
Work History
Insurance Coordinator
Justice Family Dentistry
Statesville, NC
07.2023 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Verified insurance and communicated coverage to staff and patients.
- Managed a high volume of inbound calls, promptly resolving issues while providing accurate information on policies and procedures.
- Assisted clients with understanding complex insurance policies, effectively addressing concerns or questions.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Filed and tracked insurance claims and communicated claims status to patients.
- Obtained prior authorization and precertification for outpatient procedures.
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Referenced monthly aging reports to follow up on unpaid claims and obtain maximum reimbursement.
- Achieved revenue goals by managing collections and accounts receivables, referral process, and insurance billing.
- Contributed positively to team morale by consistently demonstrating a collaborative attitude and willingness to support colleagues.
- Enhanced customer satisfaction by efficiently handling insurance claims and processing policy updates.
- Analyzed data from various sources to identify patterns in claims activity, allowing for more effective prevention strategies moving forward.
- Reduced errors in policy documentation, meticulously reviewing and updating insurance records.
- Fostered strong relationships with clients through regular follow-ups, enhancing customer loyalty.
- Maintained up-to-date knowledge of insurance regulations, ensuring company compliance with current laws.
- Coordinated with healthcare providers to ensure accurate and prompt claim settlements, improving client trust.
- Increased team efficiency with development of comprehensive training materials on insurance protocols.
Crew Trainer
McDonald's Restaurant
Statesville, NC
11.2021 - 05.2023
- Trained other employees in customer service, food safety, and performance requirements.
- Taught new team members correct procedures for all areas of operations.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Set positive example for team members by providing high-quality, efficient service.
- Collaborated with management to identify areas of improvement and develop comprehensive training programs.
- Evaluated crew members'' progress and provided constructive feedback for continuous development.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Supported crew members in their professional development by identifying opportunities for advancement and providing guidance on necessary steps to achieve career goals.
- Mentored new Crew Trainers, sharing best practices for effective instruction and coaching techniques.
- Developed comprehensive training manuals to streamline onboarding process for new crew members.
- Tailored training programs to meet unique needs of each crew member, promoting culture of continuous learning.
- Implemented mentorship program to support continuous professional development among crew members.
- Promoted culture of safety by conducting regular safety drills and ensuring adherence to health and safety guidelines.
Customer Service Team Lead
Food Lion
Statesville, NC
04.2021 - 11.2021
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Escalated issues to proper supervisors when standard processes were not effective.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Took cash and credit card payments via phone, in person, and through email.
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
- Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Trained newly hired sales team in upselling techniques.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Researched issues to obtain appropriate answers to customer inquiries.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Promoted business' development by building and maintaining relationships with new clients.
Babysitter
Home Business
Statesville, NC
05.2019 - 08.2020
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Maintained a clean and organized environment to ensure the well-being of children under care.
- Prepared healthy, age-appropriate snacks and meals.
- Communicated positively with children and guardians.
- Assisted with meal preparation, light housekeeping and laundry to support family with additional chores.
- Taught children to organize toys, wash hands, and share by leading by example.
- Bathed, dressed, and helped with teeth brushing as part of bedtime preparation.
- Improved child safety by vigilantly monitoring play areas and consistently enforcing rules.
- Communicated with parents regarding children's progress and development, raising any issues.
- Planned fun outings and educational activities to keep children entertained.
Education
North Iredell High School
Olin, NCSkills
- Insurance processes
- Insurance claims processing
- Insurance Verification
- Customer service and assistance
- Medicare and Medicaid knowledge
- Claims Processing
- Medical billing and coding
- Claims
- Payment planning
- Bilingual in Language and Language
- Private insurance
- Medical billing proficiency
- Dental insurance experience
- Insurance knowledge
- Organizing and Prioritizing Work
- Teamwork and Collaboration
- Appointment Scheduling
- Paperwork Processing
- Critical Thinking
- Eligibility Determination
- Claims adjustment
- Denied claims identification
- Claim Amount Calculations
- Customer Service
- Active Listening
- Excellent administrative abilities
- New Policies Processing
- Patient contact
- Reporting skills
- Time Management
- Multitasking
- Multitasking Abilities
- Organizational Skills
- Team Collaboration
- Effective Communication
- Adaptability and Flexibility
- Relationship Building
- Team building
- Insurance Claim Forms Review
- Data Entry
- Records Management
Languages
Spanish
Native or Bilingual
Timeline
Insurance Coordinator
Justice Family Dentistry
07.2023 - Current
Crew Trainer
McDonald's Restaurant
11.2021 - 05.2023
Customer Service Team Lead
Food Lion
04.2021 - 11.2021
Babysitter
Home Business
05.2019 - 08.2020
North Iredell High School