Lisa Raymond
Rossville,GA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
28
28
years of professional experience
Work History
Business Office Payment Poster
Galen Medical
Hixson, TN
03.2020 - Current
- Facilitated collaboration among Accounts Receivable and Patient Accounting teams to enhance operational efficiency.
- Ensured adherence to HIPAA regulations to protect patient health information confidentiality.
- Processed medical payments for patient accounts with high accuracy and efficiency.
- Verified insurance details to uphold correct billing procedures.
- Reconciled payment discrepancies between accounts and insurance providers for accurate financial reporting.
- Maintained organized records of payments and adjustments within the system.
Customer Service Representative
Conifer Health Solutions LLC
Chattanooga, TN
03.1998 - Current
- Led a cross-functional team to implement a customer service platform, reduced response time by 40%, and increased customer satisfaction scores by 25% within 6 months.
- Assisted patients with inquiries regarding medical billing and insurance claims.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Utilized electronic health record systems to update patient information accurately.
- Educated patients about payment options and financial assistance programs available.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Collected deposits or payments and arranged for billing.
- Developed and executed a comprehensive training program that helped train new hires, which resulted in a 30% decrease in onboarding time. Resolved over 200 customer inquiries daily, maintaining a 95% satisfaction rate.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
Associate of Applied Science - Medical Billing And Coding
Fortis College
Pensacola, FL05-2010
Skills
- Problem solving
- Training development
- Process improvement
- Team collaboration
- HIPAA compliance
- Customer service
- Attention to detail
- Effective communication
- Data entry
- Payment processing
References
References available upon request.
Timeline
Business Office Payment Poster
Galen Medical
03.2020 - Current
Customer Service Representative
Conifer Health Solutions LLC
03.1998 - Current
Associate of Applied Science - Medical Billing And Coding
Fortis College
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