Kelly Stump
Customer Service Rep
Martinsville,VA
Summary
Knowledgeable and dedicated customer service professional with15 + extensive years of experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic with a heartfelt passion in making a difference,with a Strong belief in going above and beyond the call of duty.Seeking job advancement,security and growth within a company.
Overview
14
14
years of professional experience
Work History
Patient Service Representative
Conifer Healthcare Solutions
07.2021 - 10.2023
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Resolved billing inquiries and disputes in timely fashion.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Customer Service Representative
Securus Technologies
03.2018 - 06.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Patient Services Representative
Alexandria Urological Associates
01.2010 - 08.2018
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Took copayments and compiled daily financial records.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Verified insurance eligibility and coverage for patients.
- Answered incoming calls, scheduled appointments and filed medical records.
- Responded to inquiries by directing calls to appropriate personnel.
- Organized patient records and database to facilitate information storage and retrieval.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Education
Business Administrative Certification - Advanced Secretarial Courses
ECPI University
Roanoke, VA06.2002
Skills
- Onsite Tours
- Reception Management
- Interpreting Physician Orders
- HTML,CSS,Java Script,Python,SQL Coding Understanding
- Medical Billing
- HIPAA Compliance
- Insurance Verifying
- Medical Insurance
- Document Filing
- Eligibility Determination
- Appointment Scheduling
Timeline
Patient Service Representative
Conifer Healthcare Solutions
07.2021 - 10.2023
Customer Service Representative
Securus Technologies
03.2018 - 06.2021
Patient Services Representative
Alexandria Urological Associates
01.2010 - 08.2018
Business Administrative Certification - Advanced Secretarial Courses
ECPI University
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