Kaylah Bennett
Wadesboro,NC
Summary
Dedicated and reliable Patient Services Representative with over 2 years of experience in healthcare and insurance-related fields. Specializing in exceptional customer service and effective management of patient accounts. Skilled in handling patient inquiries, processing insurance information, and resolving billing issues promptly and professionally. Strong communication skills, fluent in English and Spanish, with a demonstrated ability to meet high productivity and quality standards.
Overview
5
5
years of professional experience
Work History
Patient Services Representative
Company
01.2024 - Current
- Answered patient and client calls, resolving inquiries professionally, ensuring a positive experience and maintaining high customer satisfaction.
- Reviewed patient accounts to determine appropriate action, including obtaining insurance information, processing payments, offering financial assistance, and referring to collections or appropriate teams for further research.
- Updated patient accounts and notes based on actions taken or requests, ensuring accurate and timely records.
- Performed pre-verifications to determine eligibility and claim submission requirements.
- Handled both inbound and outbound calls related to patient accounts and services.
- Identified and communicated Patient Services issues, contributing to improved service delivery and operational efficiency.
- Assisted with additional duties as assigned by management, adapting to changing needs and priorities.
Customer Service Representative/Insurance Verification Representative
Company
01.2020 - 01.2024
- Processed patient insurance verifications, ensuring accurate coverage details for a variety of health plans.
- Provided clear explanations of insurance benefits and authorization processes to patients.
- Coordinated with insurance companies to resolve discrepancies and obtain authorization for procedures.
- Maintained organized patient records, updating insurance information as needed and documenting all interactions.
- Demonstrated proficiency in using medical management systems and insurance databases.
- Provided customer service in a high-volume call center environment, managing inquiries, processing requests, and troubleshooting issues.
- Demonstrated strong communication skills, addressing customer concerns and ensuring satisfaction.
- Promoted positive customer interactions, resolving complaints, and escalating issues when necessary.
- Maintained accurate call logs and followed up on unresolved issues to ensure customer satisfaction.
Education
Associate of Arts - Accounting
Winston-Salem State University
Winston-Salem, NC2012
High School Diploma -
Anson High School
2010
Skills
- Patient Account Management
- Customer Service Excellence
- Billing and Insurance Knowledge
- Medical Terminology
- Pre-verification and Eligibility Checks
- 10-Key Data Entry
- Insurance and Managed Care Concepts (HMO, PPO, Medicare, Medi-Cal)
- Proficient in Microsoft Office Suite (Word, Excel, Outlook)
- Fluent in Spanish (Oral and Written)
- Call Center Operations
- Conflict Resolution & Problem Solving
- Time Management & Adaptability
Timeline
Patient Services Representative
Company
01.2024 - Current
Customer Service Representative/Insurance Verification Representative
Company
01.2020 - 01.2024
Associate of Arts - Accounting
Winston-Salem State University
High School Diploma -
Anson High School