Ramona Taylor
IL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Resource Coordinator
Northwestern Memorial Hospital
03.2022 - Current
- Acts as a point person to address issues/complaints as they arise and escalates to appropriate resources as needed.
- Demonstrate proficiency in EMR registration process, co-pay collection and insurance collection/verifications.
- Demonstrates proficiency in monitoring registration productivity reports.
- Demonstrate proficiency in downtime procedures.
- Coordinates the monthly employee schedule.
- Participates in the hiring process: coordinates onboarding process for new employees, provide general department/site orientation, assigns preceptor for new hires, coordinates orientation schedule, secures access to IT system and security access.
- Prepares the clinics for EOC(quarterly rounding)
- Maintains department supply inventory and special-order supplies.
Call Center Representative
Advocate Aurora Health
07.2019 - 03.2022
- Post patients payment in Epic
- Contact self-pay or OON patients to collect deposits on upcoming services.
- Create estimates for patients based on CPT codes.
- Counsel patients on financial options and assist with financial assistance applications.
- Assisted patients without healthcare coverage to find resources, services and assistance needed.
- Worked through various billing issues with patients and set up payment plans.
Cashier
West Suburban Currency Exchange
09.2018 - 07.2019
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Answered customer questions and provided store information.
- Assisted customers with sending money via Western Union.
- Assisted customers with title transfers and vehicle stickers.
- Managed and balanced safe through out shift, heavy cash handling
Patient Access Specialist
Per Com
11.2016 - 09.2018
- Reaches out to patients to schedule an appointment as defined.
- Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations.
- Demonstrates teamwork by helping co-workers within across departments.
- Maintains patient confidentiality per HIPPA regulations.
- Verified demographics and insurance information to register patients in computer system.
- Called insurance companies and verified patient coverage.
Customer Service Manager/Dept Manager
Walmart
07.2012 - 10.2017
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Trained 10 new employees each quarter in procedures and policies in order to maximize team performance.
- Mentored junior team members and managed employee relationships.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Oversaw efficient receiving and inventory management to keep stock within optimal levels.
- Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategy.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Education
Bachelor of Science - Social Work
Indiana Wesleyan University
Marion, INHigh School Diploma -
Hirsch
Chicago, IL2002
Skills
- Courteous demeanor
- Strong interpersonal and telephone communication skills
- Able to work under pressure and meet deadlines
- Medical terminology skills
- Knowledge of managed care systems
- Knowledge of proper insurance coding
- High-energy attitude
- Experience in Collections
- Problem-solving abilities
- Call center experience
- EPIC Super User
Education and Training
true
Timeline
Resource Coordinator
Northwestern Memorial Hospital
03.2022 - Current
Call Center Representative
Advocate Aurora Health
07.2019 - 03.2022
Cashier
West Suburban Currency Exchange
09.2018 - 07.2019
Patient Access Specialist
Per Com
11.2016 - 09.2018
Customer Service Manager/Dept Manager
Walmart
07.2012 - 10.2017
Bachelor of Science - Social Work
Indiana Wesleyan University
High School Diploma -
Hirsch
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