Customer Service
Peggy Blattner
ASM RESEARCH/FRTIB
Great Cacapon,WV
21
Years of experience
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking a proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Work History
Tier 2 Specialists
3 Years- Delivered exceptional call center service to participants by addressing inquiries, resolving feedback concerns, and troubleshooting product and service issues.
- Assist participants with transactions such as Withdrawals, Loan Request, Required Minimum Distributions, and other transactions out of Tier 1 scope.
- Maintained records of participant interactions and transactions, detailing inquiries, complaints, and actions taken.
- Collected and assessed relevant information to effectively resolve inquiries and complaints.
- Report Fraudulent activities when occurred, sent to fraud department for investigation.
- Worked remotely to assist participants with inquiries and transactions.
Service Delivery Team Lead
1 Year 1 Month- Successfully managed Two Teams which consisted of 6 to 20 partners.
- Oversaw daily operations of the delivery team, ensuring timely and accurate order fulfillment.
- Mentored and trained team members on best practices for efficiency and safety protocols.
- Fostered a collaborative environment, encouraging open communication among team members.
- Researched Claimants Accounts for Fraud and lifted fraud codes when applicable to release funds to claimants. Successfully updated status on Excel Tracker spreadsheets to include closing out and escalating to another department if necessary.
- Completed email inquiries regarding claimants for upper management upon request.
- Successfully assisted 30,000 claimants to clear fraud claims so that they could receive their Workers compensation payments.
- Worked remotely to manage team tasks and communications.
Medical Records Clerk
- Scanned and filed medical documentation into patient charts, ensuring accurate and timely inclusion of consults, sick calls, labs, EKGs, and MARs.
- Prepared and audited charts for transfers and new arrivals to maintain up-to-date patient records.
- Maintained logs for tracking patient documentation daily.
Customer Service Representative
2 Months- Received inbound calls to assist callers of the letter they received in reference to a security breach that may have affected their personal information.
- Received inbound calls to assist callers with scheduling classes and purchases of desired items through the Red Cross.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Credit Balance Specialist
1 Year- Managed credit balances for insurance refunds, reversing and flagging necessary adjustments on patient accounts.
- Researched over/underpaid claims by checking payor websites, reviewing correspondences, and contacting payors.
- Oversaw patient accounts at Winchester Medical Center
Patient Representative Specialist
2 Years 6 Months- Assisted patients in completing financial applications for payment assistance.
- Set up monthly payment plans and forwarded accounts to the patient collections department.
- Answer phones to include answering questions regarding claim status, account balances, taking payments over the phone with electronic checks or credit / debit card transactions.
- Managed daily correspondence, providing copies of records, itemized bills, and coordinating benefits.
- Resolved patient inquiries and concerns promptly to ensure satisfaction.
- Resolved billing issues, resulting in increased patient trust and financial stability for the hospital.
Commercial Insurance Follow-Up Specialist
1 Year 3 Months- Managed credit balances for insurance and patient refunds to include insurance / patient refunds, reverse and flag necessary adjustments on patient accounts.
- Investigated medical claims to identify opportunities for recovery.
- Generate Secondary claims for processing after primary insurance has processed and paid.
- Reconciled insurance buckets to ensure accurate balances to reflect correct balances for Insurance companies and patient responsibly.
- Resolved outstanding insurance claims, ensuring timely follow-up on pending cases.
- Analyzed claim denials to identify trends and improve future submissions.
- Reduced denials and underpayments through effective communication with payers, leading to increased revenue.
Registration/Insurance Specialist
- Conducted accurate and timely interviews with patients to establish financial arrangements according to current collections policies.
- Consistently entered Entered diagnostic testing orders into the system for patient care. for Diagnostic Testing and Express Test.
- Verified insurance information and benefits on specified accounts.
Medical Records Director
5 Years- Managed all functions of Medical Records Department to ensure compliance and operational efficiency
- Entered physician’s orders into computer system to maintain accurate patient records
- Audited charts ensuring accuracy
- Executed coding for medical records and processed requests for information, ensuring compliance with regulations.
- Coordinated lab and patient visit scheduling to optimize workflow and enhance patient experience
Billing & Collections Clerk
1 Year- Posted and sent charges through EMC and HCFA 1500 forms to ensure accurate billing.
- Posted payments and resolved all collections issues to maintain cash flow.
- Maintained billing and collections processes for three facilities to support financial operations.
- Completed pre-certifications and pre-auth for insurance.
Office Manager / Chiropractic Assistant
1 Year 5 Months- Posted charges and payments daily to streamline collections process
- Maintained billing and collections across two locations to ensure accurate financial records
- Completed pre-certification and pre-authorizations for insurance
- Organized and updated over 200 patient charts to enhance record accessibility
- Provided patient care through various treatments and procedures. to include ultra-sounds, electro-therapy, vitals and processing of x-rays.
Education
Associate of Applied Science - Health Information Management
- President’s List
- Dean’s List
Certificate - Electronic Processing Services
Certificate - Psychological Services Aide
Skills
CMS-1500 Billing Forms
UB-04 Billing
Medical coding
Current Procedure Terminology (CPT)
Health Insurance Processing
Insurance Eligibility Verification
Medicare / Medicaid
Worker’s Compensation
HIPAA Compliance
Claims Analysis
CRM Management
Claims submission management
Organizational skills
Medical Terminology
Client Relationship
MS Office
Team supervision
Excellent communication
Team supervision
Excellent communication
Timeline
Tier 2 Specialists
ASM RESEARCH/FRTIB
01.2022 - 01.2025Read More
Service Delivery Team Lead
BC FORWARD
04.2021 - 05.2022Read More
Medical Records Clerk
CORIZON HEALTH - MCIH / MCTC
01.2020 - 01.2020Read More
Customer Service Representative
TTEC at Home
08.2019 - 10.2019Read More
Credit Balance Specialist
VALLEY HEALTH SYSTEMS
01.2018 - 01.2019Read More
Patient Representative Specialist
Fairmont Regional Medical Center: An Alecto Healthcare Hospital
01.2016 - 07.2018Read More
Commercial Insurance Follow-Up Specialist
Fairmont Regional Medical Center: An Alecto Healthcare Hospital
10.2014 - 01.2016Read More
Registration/Insurance Specialist
UNITED HOSPITAL CENTER
01.2014 - 01.2014Read More
Medical Records Director
Berkeley Springs Rehab & Nursing
01.2006 - 01.2011Read More
Billing & Collections Clerk
J & S Medical Management / Northeast Rehab Center - Remote
07.2005 - 07.2006Read More
Office Manager / Chiropractic Assistant
Conrad J. Kulus, D.C.
01.2004 - 06.2005Read More
Lord Fairfax Community College
Certificate from Psychological Services Aide
Read More
Hagerstown Business College
Associate of Applied Science from Health Information Management
Read More
School For Medical Claims Processing
Certificate from Electronic Processing Services
Read More