Kimberly Elom
Cleveland,OH
Summary
Results-driven Customer Service Representative known for exceptional complaint resolution and effective communication. Expertise in customer account management and quality assurance analysis, ready to enhance client satisfaction and drive process improvements.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
Javiste Corp on the Arise Platform
Remote, OH
10.2019 - 12.2025
- Assisted customers with inquiries and product information through various communication channels.
- Resolved customer complaints by promptly coordinating solutions with relevant departments, enhancing customer satisfaction.
- Managed customer accounts and updated records in the company database efficiently.
- Documented customer interactions and feedback to support quality assurance and inform process improvements.
- Maintained a professional demeanor while engaging with diverse customer personalities daily.
- Educated customers on company policies, procedures, and promotions effectively during calls.
- Answered customer inquiries and provided accurate information regarding products and services.
- Delivered timely resolution of customer complaints, ensuring a positive customer experience.
Customer Service Representative
Dave's Supermarkets
Cleveland Heights, Ohio
08.2018 - 11.2018
- Addressed customer inquiries and provided product information through multiple communication channels, ensuring clear understanding and satisfaction.
Sandwich Artist
Subway
Cleveland Heights, Ohio
01.2017 - 10.2017
- Prepared sandwiches according to customer specifications and Subway standards.
- Greeted customers and provided product knowledge.
- Prepared food items such as sandwiches, salads, soups, and drinks according to customer orders or company recipes.
- Processed customer transactions efficiently and accurately at point-of-sale.
Invoice Clerk
CSI Enterprises / Paychex
Beachwood, Ohio
07.2016 - 10.2016
- Verified and processed incoming invoices for accuracy and completeness, ensuring timely vendor payments.
- Organized and maintained records of vendor transactions and payment statuses to support financial reporting.
- Assisted in preparing monthly reports on payment activity for management review.
- Coordinated with team members to facilitate timely approvals and payments of invoices, enhancing workflow efficiency.
Patient Financial Counselor
Northeast Ohio Neighborhood Health Services Inc
Cleveland, OH
08.2013 - 01.2014
- Assisted patients in understanding billing processes and financial responsibilities.
- Educated clients on healthcare coverage options and financial assistance programs.
- Guided patients through application processes for financial aid and services.
- Collaborated with healthcare providers to resolve patient billing issues effectively.
- Processed credit card payments accurately and securely.
- Analyzed patient account data and determined payment plans based on individual needs.
- Stayed current on community-based resources and services useful to patients.
Patient Financial Services Representative
Cleveland Clinic
Cleveland, OH
12.1996 - 05.2007
- Assisted patients with financial inquiries and payment options.
- Assisted patients with billing inquiries and payment arrangements.
- Communicated insurance coverage details to patients and families.
- Educated patients on financial policies and available assistance programs.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Collaborated with healthcare teams to resolve billing disputes efficiently.
- Analyzed patient account issues to identify root causes and develop strategies for resolution.
- Processed patient financial applications and verified necessary documentation.
- Maintained accurate records of all financial transactions to support efficient billing processes.
- Contacted third party payers regarding unpaid claims or denied claims for further investigation and resolution.
- Managed insurance verification and eligibility for services.
- Processed patient billing statements with accuracy and attention.
- Coordinated financial assistance programs for eligible patients.
- Communicated effectively with patients regarding account balances.
- Educated patients on healthcare costs and available resources.
- Maintained detailed records of patient interactions and transactions.
- Collaborated with clinical staff to address patient financial concerns.
- Ensured HIPAA compliance when handling confidential patient information.
- Participated in training sessions related to changes in laws and regulations affecting Patient Financial Services operations.
- Prepared monthly statistical reports for management review.
- Developed strategies to improve collections processes and reduce bad debt write offs.
- Managed collection efforts by working directly with patients on payment plans or arrangements that meet their needs while keeping within company guidelines.
- Handled credit card processing activities such as refunds, disputes, and chargebacks in accordance with applicable regulations.
- Performed cash reconciliations for patient accounts ensuring accuracy of records.
- Identified areas of improvement in policies and procedures associated with Patient Financial Services operations.
- Researched and responded to customer inquiries via phone, email, or mail regarding billing statements, services rendered.
- Provided exceptional customer service by addressing patient concerns promptly and professionally.
- Verified eligibility for patients prior to appointment scheduling.
- Processed payments accurately and efficiently in a timely manner.
- Reviewed daily reports to identify any discrepancies or errors in patient account balances.
- Conducted follow-up on outstanding insurance claims and worked with other departments to resolve payment issues.
- Worked closely with the accounting department to ensure proper posting of payments into the system.
- Supported staff members during peak activity periods.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Wrote appeal letters to insurance companies for denial of claims.
Education
Garfield Hts High School
Garfield Heights, OH05.1990
Skills
- Customer account management
- Complaint resolution
- Billing coordination
- Customer management
- Inbound and outbound calling
- Call center experience
- CRM software
- Data entry accuracy
- Quality assurance analysis
- Process documentation
- Medical terminology
- Healthcare policy education
- Information security
- Problem solving
- Conflict resolution
- Effective communication
- Team collaboration
- Active listening
- Time management
- Task prioritization
- Prioritization
- Adaptive team player
- Dispute resolution
- Dispute resolution
- Prioritization
Timeline
Customer Service Representative
Javiste Corp on the Arise Platform
10.2019 - 12.2025
Customer Service Representative
Dave's Supermarkets
08.2018 - 11.2018
Sandwich Artist
Subway
01.2017 - 10.2017
Invoice Clerk
CSI Enterprises / Paychex
07.2016 - 10.2016
Patient Financial Counselor
Northeast Ohio Neighborhood Health Services Inc
08.2013 - 01.2014
Patient Financial Services Representative
Cleveland Clinic
12.1996 - 05.2007
Garfield Hts High School