Summary
Overview
Work History
Education
Skills
Timeline
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Natcha Bailey

New Orleans,USA

Summary

Compassionate and dedicated Healthcare Customer Service Specialist with 3 years of experience in delivering outstanding patient support and administrative services. Proven ability to manage high-volume inquiries, facilitate patient satisfaction, and coordinate care effectively in a remote setting. Strong communicator with a deep understanding of healthcare protocols and technologies, committed to improving patient experiences and operational efficiency. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

5
5
years of professional experience

Work History

CSRClaims Specialist

Valvoline
08.2022 - 11.2023
  • Processed and managed a high volume of insurance claims for auto, property, and liability policies
  • Reviewed and analyzed claim documentation to determine coverage and liability
  • Communicated with policyholders, claimants, and insurance adjusters to gather necessary information and resolve claim disputes
  • Negotiated settlements with claimants and third-party vendors
  • Maintained accurate claim records and documentation in compliance with company policies and regulatory requirements.
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.

Patient Services Coordinator

ETELEQUOTE
10.2020 - 08.2022
  • Managed patient intake and registration processes, verifying insurance information and updating electronic health records (EHR) systems
  • Facilitated communication between patients, healthcare providers, and insurance companies to streamline care coordination
  • Conducted follow-up calls and surveys to assess patient satisfaction and implement feedback to improve service quality
  • Trained and mentored new remote team members on healthcare protocols and customer service best practices.
  • Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
  • Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.

Healthcare Customer Service Representative

EasyMed
07.2018 - 07.2020
  • Provided exceptional customer service to patients and healthcare providers, handling an average of [100] calls/emails per day
  • Assisted patients with appointment scheduling, billing inquiries, and insurance verification, ensuring compliance with HIPAA regulations
  • Utilized different complex systems to efficiently manage patient records, track inquiries, and ensure accurate documentation
  • Resolved patient issues with empathy and professionalism, achieving a [32]% satisfaction rating and reducing response times by [13]%.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.

Education

High School Diploma -

Natchez High School
Natchez, MS
05.2018

Skills

  • Claims processing
  • Remote Work Expertise
  • Customer Service Excellence
  • Conflict resolution
  • Time management
  • Detailed-Oriented Analysis
  • Technical Proficiency
  • Claims Software
  • Microsoft office
  • Remote Team Leadership
  • Process Optimization
  • Strategic Planning & Execution
  • Training & Development
  • Performance Metrics & Analytics
  • Patient Support & Advocacy
  • Healthcare Administration
  • Communication & Interpersonal Skills
  • Electronic Health Records (EHR) Management
  • HIPAA Compliance
  • CRM & Healthcare Software Proficiency (eg, Epic, Cerner)
  • Customer Relations
  • Expert Problem Solving
  • Advanced Communication

Timeline

CSRClaims Specialist

Valvoline
08.2022 - 11.2023

Patient Services Coordinator

ETELEQUOTE
10.2020 - 08.2022

Healthcare Customer Service Representative

EasyMed
07.2018 - 07.2020

High School Diploma -

Natchez High School

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Natcha Bailey