KRYSTAL JACK
Lafayette,LA
Summary
Certified customer service representative with 13 years of extensive expertise in delivering exceptional support across various communication channels. Demonstrates strong skills in communication, technical support, and conflict management, ensuring precise data entry and customer satisfaction. Committed to leveraging experience in telecommunication and medical billing to enhance client relationships and drive service excellence in a dynamic organization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
AUTHORIZATION SPECIALIST II
Centene Corporation
12.2021 - Current
- Oversee 100+ daily calls, ensuring precise data entry and customer satisfaction.
- Address customer queries via phone, email, and chat, improving service quality.
- Verify eligibility and benefits, aiding in efficient authorization processes.
- Communicate with supervisors on escalations for prompt resolutions.
- Provide outstanding customer service, strengthening client relationships.
OVERNIGHT BEHAVIORAL HEALTH FINANCIAL INTAKE & ADMISSION SPECIALIST
OCEANS HEALTHCARE
03.2018 - 07.2021
- Managed insurance verifications, authorizations, and policy details for patient admissions.
- Facilitated crisis screenings, ensuring accurate care levels and compliance with standards.
- Collaborated with directors to implement effective procedures in psychiatric facilities.
- Guided staff on insurance benefits, enhancing understanding and adherence to regulations.
MEDICAL BILLING/COLLECTION SPECIALIST
LHC Group
03.2015 - 02.2021
- Processed all incoming Medicaid, Medicare, and managed care healthcare claim forms in a timely manner.
- Managed 100+ daily calls, ensuring precise data and timely responses.
- Resolved billing issues, boosting claim approvals and customer satisfaction.
- Collaborated with team across shifts to maintain remote productivity.
- Digitized healthcare claims efficiently, meeting company speed standards.
- Communicated potential delays to supervisors for smooth operations.
- Inputting all details of the claim with high accuracy.
- Maintained and exceeded production and performance standards.
COLLECTION & INSURANCE SPECIALIST
Delta Financial Services
08.2014 - 03.2015
- Managed 2,000+ accounts, resolving disputes efficiently.
- Increased collections by optimizing payment processes.
- Handled high call volumes, ensuring accurate data entry.
- Improved customer satisfaction with innovative solutions.
- Implemented efficient account reconciliation processes, significantly enhancing accuracy and reducing resolution time for over 2,000 client accounts.
PATIENT ACCOUNT ADVOCATE
Schumacher group medical billing
11.2012 - 03.2014
- Managed 100+ daily calls, enhancing customer satisfaction through prompt issue resolution.
- Entered accurate data during calls, improving information reliability and service efficiency.
- Maintained communication with customers and staff, ensuring timely follow-ups and updates.
- Adhered to deadlines by prioritizing tasks, resulting in consistent operational efficiency.
- Provided exceptional customer service, fostering strong professional relationships.
- Cultivated strong relationships with clients and colleagues, fostering a collaborative environment that enhanced team performance.
- Monitored customer feedback trends to identify service gaps, implementing solutions that resulted in noticeable improvements in service delivery.
Education
Certificate of Technical Studies - Business Administration
ATC Lafayette Campus
05-2011
High School Diploma -
Northside Senior High School
05-2006
Skills
- Efficient typing abilities
- Claims management
- Medical terminology expertise
- Insurance verification
- Data entry proficiency
- HIPAA compliance
- Prior authorization processing
- Medical coding
- Appointment scheduling
- Documentation and paperwork
- Documentation and reporting
- Microsoft office
- Effective communication skills
- Policy interpretation
- Application review
- Applicant engagement
- Resource information
- Verbal communication
- Data entry
- Record keeping
- Telephone etiquette
- Interpersonal communication
- Continuous improvement
- Time management abilities
- Document preparation
- Professionalism
- Goal setting
- Information gathering
- Computer literacy
- Conflict resolution
- Deadline management
- Documentation review
- Customer relationship management
- Interpersonal skills
- Self motivation
- Task prioritization
- Relationship building
- Decision-making
- Adaptability and flexibility
- Effective communication
Certification
- Driver's License Valid from September 2024 to September 2030
- Business Office Administration May 2011
Timeline
AUTHORIZATION SPECIALIST II
Centene Corporation
12.2021 - Current
OVERNIGHT BEHAVIORAL HEALTH FINANCIAL INTAKE & ADMISSION SPECIALIST
OCEANS HEALTHCARE
03.2018 - 07.2021
MEDICAL BILLING/COLLECTION SPECIALIST
LHC Group
03.2015 - 02.2021
COLLECTION & INSURANCE SPECIALIST
Delta Financial Services
08.2014 - 03.2015
PATIENT ACCOUNT ADVOCATE
Schumacher group medical billing
11.2012 - 03.2014
Certificate of Technical Studies - Business Administration
ATC Lafayette Campus
High School Diploma -
Northside Senior High School