Rakeli Stafford
Durham,NC
Summary
Successful at efficiently handling client inquiries, billing and administrative tasks. Familiar with contracts and other documents affecting billing processes. Prepares professional, polished statements and business correspondence. Proficient in handling multiple projects at once and working under pressure. Dependable, reliable, responsive and have a reputation for long-term client retention and referrals. Willing to take on additional duties as challenges in order to broaden experience capability and knowledge.
Overview
13
13
years of professional experience
Work History
Billing Specialist
Charter Communications Inc
03.2022 - Current
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Used data entry skills to accurately document and input statements.
- Handled account payments and provided information regarding outstanding balances.
- Monitored outstanding invoices and performed collections duties.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
Customer Service Specialist
Conduent
03.2020 - 01.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered average of 70 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Unit Secretary
Robert Wood Johnson Hospital
09.2018 - 03.2020
- Managed incoming calls and directed to appropriate department.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained rapport with physicians, nurse, and other healthcare personnel.
- Maintained current and accurate medical records for patients.
- Provided information for patient admissions and discharges to foster timely processing.
- Supported office staff and operational requirements with administrative tasks.
- Enhanced office productivity by handling high volume of callers per day.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Received and routed laboratory results to correct clinical staff members.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Organized patient files and streamlined operations to improve efficiency.
- Contacted hospitals to confirm patients medical histories and prevent inaccurate diagnoses and treatments.
Rehabilitation Assistant
Capital Health System-Mercer
11.2018 - 11.2019
- Performed treatment procedures to improve patient's functioning.
- Assisted patients during ambulation to prevent injuries.
- Prepared patients for treatment by positioning, dressing or removing external supports.
- Administered structured activities to socialize patients.
- Assisted patients with completing basic daily living activities such as grooming, dressing and self-feeding.
- Observed patients awaiting therapy or transportation to note needs and handle situations appropriately.
- Supported facility with administrative tasks such as scheduling appointments, mailing correspondence and answering telephone calls.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Helped improve fine motor, visual perception and sensory processing skills.
Administrative Assistant
Catholics Charities
06.2015 - 12.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Coached new employees on administrative procedures, company policies and performance standards.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Arranged rapid office equipment repair and maintenance with vendors.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
- Processed invoices and expenses using QuickBooks to facilitate on-time payment.
Customer Service Representative
Direct TV
01.2012 - 05.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided back up for customer service managers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Handled over 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Education
Trenton Central High School
Trenton, NJ06.2018
Skills
- Time Management
- Information Updates
- Itemized Statement Preparation
- Cost Tracking
- Hospital Experience
- Claim Processing
- Google Drive
- Signature Verification
- Error Revision
- Billing Data Verification
- Equipment Monitoring and Troubleshooting
- Adding, Calculating and Billing Machines
- Word Processing
- Medical records
- Leadership
- Data Entry
Timeline
Billing Specialist
Charter Communications Inc
03.2022 - Current
Customer Service Specialist
Conduent
03.2020 - 01.2022
Rehabilitation Assistant
Capital Health System-Mercer
11.2018 - 11.2019
Unit Secretary
Robert Wood Johnson Hospital
09.2018 - 03.2020
Administrative Assistant
Catholics Charities
06.2015 - 12.2018
Customer Service Representative
Direct TV
01.2012 - 05.2015
Trenton Central High School
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