Pamela Drybread
Arvada,CO
Summary
Proven leader in healthcare and customer service management, adept at claims processing and enhancing customer satisfaction, as demonstrated at Emmi Physician Services. Skilled in denial resolution, I excel in organizational abilities and continuous learning. Achieved significant improvements in client retention and operational efficiency, embodying a results-driven approach with a blend of hard and soft skills.
Overview
55
55
years of professional experience
Work History
Medical Billing Representative
Emmi Physician Services
01.2023 - 09.2024
- Precisely completed appropriate claims paperwork, documentation and system entry.
- Evaluated patients' financial status and established appropriate payment plans.
- Enhanced customer satisfaction by providing clear explanations of charges on bills, addressing concerns with patience and empathy.
- Served as a liaison between patients, insurance companies, and healthcare providers to facilitate accurate claims processing and payment resolution.
- Confidently and adeptly handled claim denials and/or appeals.
- Managed a high volume of medical claims by prioritizing tasks based on due dates and urgency, preventing delays in processing.
- Reduced claim denials by diligently following up with insurance companies and promptly addressing any discrepancies.
- Ensured timely payments from patients and insurance providers by monitoring outstanding balances and initiating collection efforts when necessary.
- Collaborated with healthcare providers to resolve billing issues, fostering strong professional relationships for better communication.
- Monitored outstanding invoices and performed collections duties.
- Actively maintained current working knowledge of CPT and ICD-9 coding principles, government regulation, protocols and third party requirements regarding billing.
Manager Owner
Legacy Investment Corporation
02.2007 - 12.2023
- Accomplished multiple tasks within established managed 60 incoming calls, emails and faxes per day.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Customer Care Manager
WellPoint, Anthem Blue Cross
01.2006 - 01.2007
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate time and followed up to achieve resolution.
- Created customer support strategies to increase customer retention.
- Facilitated open communication between team members, promoting supportive work environment that encouraged collaboration and innovation.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Call Center Manager
Canadian Meds USA
01.2004 - 12.2006
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
Strategic Account Manager
US West Service Link
01.2003 - 03.2004
- Served as the primary point of contact for all account-related matters, building trust with key decision makers.
- Managed a portfolio of key accounts, ensuring high levels of client satisfaction and retention.
- Collaborated cross-functionally to address client needs promptly and efficiently.
- Developed customized strategies for each account, resulting in stronger partnerships and improved outcomes.
- Expanded the company''s presence within existing accounts through effective networking and relationship-building efforts.
- Presented regular updates on account performance to senior leadership, highlighting successes and areas requiring attention.
Operations Manager
Qwest Communications
07.1969 - 02.2001
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Education
Business A Human Servcesi
Metropolitan State College
Denver, COSkills
- Continuous Learning Attitude
- Claims Processing Proficiency
- Patient Confidentiality Practices
- Denial Resolution Techniques
- Organizational abilities
Timeline
Medical Billing Representative
Emmi Physician Services
01.2023 - 09.2024
Manager Owner
Legacy Investment Corporation
02.2007 - 12.2023
Customer Care Manager
WellPoint, Anthem Blue Cross
01.2006 - 01.2007
Call Center Manager
Canadian Meds USA
01.2004 - 12.2006
Strategic Account Manager
US West Service Link
01.2003 - 03.2004
Business A Human Servcesi
Metropolitan State College
Operations Manager
Qwest Communications
07.1969 - 02.2001
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