Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristen Terrell

Plant City,FL

Summary

Result-driven Customer Service Tep with strong background in customer service, financial planning and sales. Agile with excellent communication and analytical skills and in-depth understanding of financial products and services. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level in insurance, customer service or financial positions

. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Patient Appointment Coordinator

Bay Area Retina Associates
Walnut Creek , California
06.2023 - Current
  • Facilitated communication between providers, payers and health plans regarding prior authorization processes.
  • Reviewed prior authorization requests to ensure accuracy and completeness of required information.
  • Collaborated with internal staff members to resolve discrepancies or issues related to prior authorizations
  • Responded promptly to any changes or cancellations of existing appointments.
  • Monitored no-show rates and took appropriate action when needed.
  • Managed a high volume of incoming requests while maintaining quality customer service.
  • Performed follow-up calls after each appointment to ensure satisfaction with services provided.
  • Processed payments for co-pays at time of service according to established protocols.
  • Provided general clerical support such as filing, faxing, copying documents.
  • Reviewed daily schedule for accuracy and completeness prior to start of day's activities.
  • Adhered strictly to HIPAA guidelines when handling confidential health information.
  • Contacted referring physicians offices as needed to obtain additional information about referred patients' needs.
  • Collaborated with clinical teams in order to provide timely access for new referrals.
  • Maintained up-to-date records of patient appointments in the electronic medical system.
  • Ensured that all necessary paperwork was completed prior to scheduled appointments.
  • Answered phone calls, emails, and other inquiries from patients regarding appointment scheduling.
  • Verified insurance eligibility for all patients prior to scheduling appointments.
  • Coordinated and scheduled patient appointments with physicians and other healthcare providers.
  • Developed and implemented strategies to improve customer satisfaction levels..

Financial Services Representative

Watson Clinic, LLC
08.2019 - 06.2023
  • Inbound/Outbound calls helping patients understand how insurance has processed their medical claims
  • Process payments
  • File claims to insurance
  • Create financial payment plans
  • Create insurance profiles and check insurance eligibility
  • Offered competitive commercial banking solutions and retail financing options.
  • Followed up with customers about resolved issues to maintain high standards of customer service

Insurance Provider Representative

Ironbow Technologies For Carefirst BCBS
02.2017 - 06.2019
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted from Representative to floor support
  • Promoted to Provider services

Team Lead/Supervisor

Sykes Enterprises For AT&T
12.2012 - 02.2017
  • Developed and implemented customer service policies to enhance satisfaction.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Achieved results by working with staff to meet established targets.

Education

High School Diploma -

Durant High School
Plant City, FL
05.2003

Skills

  • Sales Goals
  • Information Gathering
  • Account Documentation
  • Account Retention
  • Insurance Industry Knowledge
  • Customer Relationship Management
  • Financial Services
  • Service Sales
  • Insurance verification
  • Payment processing
  • HIPAA compliance
  • Customer relationship management
  • Conflict resolution
  • Data entry accuracy

Timeline

Patient Appointment Coordinator

Bay Area Retina Associates
06.2023 - Current

Financial Services Representative

Watson Clinic, LLC
08.2019 - 06.2023

Insurance Provider Representative

Ironbow Technologies For Carefirst BCBS
02.2017 - 06.2019

Team Lead/Supervisor

Sykes Enterprises For AT&T
12.2012 - 02.2017

High School Diploma -

Durant High School

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