Leslie Miggins
Insurance Accounts Representative
South Holland,IL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Healthcare 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 and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
44
44
years of professional experience
1
1
Certification
Work History
Insurance Account Representative
Northwestern Memorial Hospital
01.1980 - Current
- Analyzed customer needs to provide customized insurance solutions.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Operations Coordinator
Northwestern Memorial Hospital
01.1998 - 04.2005
- Provided direction and guidance to internal teams in order to achieve targets.
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Reviewed operations reports to understand numbers and trends.
- Worked with outside vendors to make recommendations and /or reconcile on patient accounts
- Performed statistical analyses to gather data for operational and forecast team needs.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Analyzed department metrics and performance and reported findings to management.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
Education
No Degree - Business Administration, Typing And Keypunch
Chicago Business Academy
220 S. State StreetHigh School Diploma -
George Henry Corliss
821 E. 103rd Street06.1978
Skills
- Microsoft Excel
- Microsoft Word
- Account Management
- Insurance Information Collection
- Medical Insurance
- Benefit Assessment
- Customer Service Management
- Payment Collection
- Benefits Explanations
- Insurance Policy Coverage Knowledge
- Insurance Procedures
- Health Insurance Industry Knowledge
- Customer Service and Assistance
- Insurance Eligibility
- Basic Medical Terminology
- Excellent Communication Talents
- Insurance Claim Regulations
- Operational Efficiency
- Benefits Understanding
- Healthcare Common Procedure Coding System (HCPCS)
- Medicare Compliance
- Financial Needs Assessment
- Productivity Standards
Certification
- Accounts Receivable , Collections Fundamentals, Rockhurst College Continuing Education - 2004
Timeline
Operations Coordinator
Northwestern Memorial Hospital
01.1998 - 04.2005
Insurance Account Representative
Northwestern Memorial Hospital
01.1980 - Current
No Degree - Business Administration, Typing And Keypunch
Chicago Business Academy
High School Diploma -
George Henry Corliss
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