SERVING OTHERS
Lois Trudeau
Consumer and Health Business
Dallas,GA
Summary
Dedicated professional with more than 28 years of experience in customer service, adept at multitasking, team collaboration and time management. Committed to providing each customer with a positive and unforgettable experience.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service and Collections Representative
WellStar Health System Inc
Dallas, GA
04.2021 - Current
- Train new hires, enhancing team productivity and expertise.
- Ensure billing accuracy for timely processing and fewer errors.
- Assist colleagues across departments, fostering a culture of knowledge sharing and teamwork.
- Analyze patient situations to recommend appropriate payment plans and direct them to suitable financial assistance programs, optimizing collections.
- Process accounts payable transactions, examine accounts for overpayments, and handle reimbursements,
ensuring financial accuracy and compliance. - Swiftly resolve patient issues, significantly boosting satisfaction rates, and fostering long-term loyalty to the
healthcare system. - Provide customer service to claimants, employers, insurance companies, and attorneys regarding their inquiries or
requests for assistance. - Handle sensitive information in accordance with company policy and HIPAA regulations.
- Make outbound calls to employers, attorneys, claimants, and insurance companies to obtain workers'
compensation claim information for billing purposes. - Calculate, process adjustments and settlements on accounts.
Consumer Business Representative II
National Fuel Gas Co
Erie, PA
10.2010 - 04.2021
- Ensured timely resolutions and improved satisfaction when resolving complaints and disputes.
- Handled customer walk-ins and face to face inquiries
- Managed diverse customer inquiries via multiple channels, utilizing Experian-based system for customer
identification and risk assessment. - Trained new employees, enhancing team efficiency and service quality.
- Managed billing processes, facilitating seamless account transitions.
Streamlined customer enrollment, boosting service accessibility. - Streamlined account processes, including online service setup, paperless billing, and automated payment
systems, enhance operational efficiency. - Served as liaison between customers, dispatch centers, and emergency services, coordinating field orders resolving critical situations.
Maintained meticulous customer interaction records, ensuring accurate tracking of requests, issues, and resolutions for improved service quality.
Education
Bachelor of Arts - Speech And Communications
Edinboro University of Pennsylvania
Edinboro, PA 09.1996 - 05.2002
Skills
- Payment Processing
- Cash Flow Management
- Dispute Resolution
- Account Reviewing
- Transaction Verification
- Vendor Relationship
- Software Proficiency
- Data Entry
- Detail Oriented
- Communication
- Organizational
- Time Management
- Customer Service
- Peer To Peer Trainer
- Claims Evaluation
Accomplishments
• Acknowledged repeatedly for ranking as one of the top payment collectors of the month.
• Garnered numerous compliments from supervisors, team leads, and colleagues for consistently being eager to help others, internally and externally.
• Commended for resolving challenging issues independently, without the need for supervisor intervention.
• Engaged with customers daily, demonstrating outstanding communication and customer service skills.
• Recognized on several occasions for surpassing customer satisfaction survey objectives.
• Throughout the years, received numerous awards, gifts, money, and accolades for providing outstanding customer service and surpassing goal expectations.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Software
MICROSOFT WORD
EXCEL
EPIC
ONBASE
HEALTH LOGIC
ONESOURCE
Timeline
Customer Service and Collections Representative
WellStar Health System Inc
04.2021 - Current
Consumer Business Representative II
National Fuel Gas Co
10.2010 - 04.2021
Bachelor of Arts - Speech And Communications
Edinboro University of Pennsylvania
09.1996 - 05.2002
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