Loretta K. Richard
Opelousas,LA
Summary
Customer Service Specialist with over 21 years experience who desires continued growth within the healthcare field. Highly skilled at communicating and building influential relationships with providers and clients. Motivated to learn, grow and excel in customer relations within healthcare.
Overview
29
29
years of professional experience
Work History
Resolution Specialist/Alternate Shift Supervisor
Acadian Ambulance Service
Lafayette, LA
03.2021 - Current
- Generate and distribute analytical data reports
- Assist team with billing questions and departmental processes guidance and feedback via phone and google chat
- Handle and resolve patient escalation telephone calls
- Provide billing-related guidance to operations and business development team for insurance reimbursement or private pay transports
- Process incoming correspondence faxes
- Monitor department’s phone system and VDI to increase team’s productivity
- Responsible for staffing adjustments to shift schedules
- Maintain working relationships with internal departments, divisions and external customers
- Complete monthly computer based training via computer module
ATAC Specialist
08.2013 - 03.2021
- Verify insurance and medical need to ensure non emergency transportation reimbursement
- Obtain payment prior to non emergency transport on non billable transports
- Provided billing-related guidance to operations and the business development team
- Educate patients regarding insurance provider pre-authorization status for transportation
- Maintain working relationships with internal departments, divisions and external customers
- Provide price quotes and process payments for all private pay transports
- Maintain productivity goals and departmental guidelines
- Complete monthly computer based training via computer module
Collections Representative
Schumacher Group
10.2012 - 05.2013
- Handled outbound and inbound medical (emergency room) patients delinquent accounts using (VOIP) dialer system, followed
- HIPAA guidelines and the Fair Debt Collections Practices Act
- Negotiated payment settlements & maintained follow-up with patients
- Processed credit card payments
- Prepared Word Documents i.e
- Settlement correspondence, maintained Excel spreadsheet for insurance re-file
- Completed Professional Development training via computer module
Recovery Collections/Customer Service Representative
Southwest Loan & Insurance
Lafayette, LA
04.2008 - 10.2012
- Reviewed consumer loan credit applications
- Accounts payable/accounts receivable (insurance & finance)
- Telephoned delinquent customers for payment
- Answered multi-line telephone system, daily cash drawer balancing, prepare end of month closing
- Researched & collected delinquent accounts
- Handled Delinquent accounts receivable
- Entered collection activity in finance (DOS database), track via (windows based) internet software
- Assisted coworkers and manager in all aspects of office duties
- Assumed responsibility of manager in absence
Assistant Manager/Loan Originator
OUPAC Financial Services
Opelousas, LA
11.2004 - 04.2008
- Reviewed consumer loan credit applications
- Supervised customer service representatives to control delinquency, & profit & loss
- Maintain & exceed loan volume & outstanding
- Assisted and organized daily cash drawer balancing, monthly compliance audits, yearly bank & state audits
- Prepared civil law suits, affidavits & suit petitions for civil court
- Prepared weekly collections and delinquency report
- Handled advertising & interviewing prospective employment applicants
- Handled legal accounts payable
Customer Service Representative
OUPAC Financial Services
01.2000 - 11.2004
- Computed daily cash receipts and cash drawer balancing
- Handled customer request for credit and/or complaints
- Developed & composed collection letters and telephoned delinquent customers for payments
- Maintained bookkeeping: ACH transfer, daily deposits and accounts payable
- Answered multi-line telephone system, 10-key, prepared end of month checks & deposits for bank reconciliation
Wal-Mart, Inc
Opelousas, LA
04.1995 - 02.2000
Customer Service Representative
Louisiana Technical College, T.H. Harris
03.1999 - 05.1999
- Assisted store support managers to enforce the store return/exchange policy
- Provided complete customer service in sales and cashiering
- Assisted sales floor associates in zoning departments & inventory preparation
- Office Procedure, Assisted department heads to compute various documents for students’ files
- Answered multi-line telephone system
Education
Certificate of Completion - Human Resources Management
Louisiana State University And A&M College
Baton Rouge, LA12-2023
Associate Degree - Office Systems
Louisiana Technical College, T.H. Harris Campus
01.2000
Skills
- De-Escalation Techniques
- Interviewing Abilities
- Meeting Facilitation
- Document Preparation
- Legal Knowledge
- Dispute Management
- Deductive Reasoning
- Negotiation Management
- Legal Expertise
- Information Collection
- Conflict Mediation
- Analytical and Critical Thinking
- Data Management
- Microsoft Office
- Recordkeeping
- Basic Math
- Problem Resolution
- Networking
- Computer Skills
- Flexible and Adaptable
Timeline
Resolution Specialist/Alternate Shift Supervisor
Acadian Ambulance Service
03.2021 - Current
ATAC Specialist
08.2013 - 03.2021
Collections Representative
Schumacher Group
10.2012 - 05.2013
Recovery Collections/Customer Service Representative
Southwest Loan & Insurance
04.2008 - 10.2012
Assistant Manager/Loan Originator
OUPAC Financial Services
11.2004 - 04.2008
Customer Service Representative
OUPAC Financial Services
01.2000 - 11.2004
Customer Service Representative
Louisiana Technical College, T.H. Harris
03.1999 - 05.1999
Wal-Mart, Inc
04.1995 - 02.2000
Certificate of Completion - Human Resources Management
Louisiana State University And A&M College
Associate Degree - Office Systems
Louisiana Technical College, T.H. Harris Campus