Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Raven Austin

Medical Billing and Collections
Clearwater,FL

Summary

Experienced customer support professional with over 10 years of experience, including 5 years in a leadership role overseeing groups of up to 75 individuals in a call center environment. Demonstrated commitment to excellence in customer service through relationship building, issue resolution, and fostering customer loyalty. Skilled in strategic relationship building, attentive listening, creative problem-solving, and diplomatic conflict resolution. Detail-oriented with expertise in handling medical billing accurately and knowledge of data confidentiality and privacy practices for reviewing patient information.

Overview

19
19
years of professional experience

Work History

Medical Billing and Collections

University of Miami Hospital and Clinics
08.2022 - Current
  • Drove expansion of library collections and programs in response to student and faculty needs and special requests.
  • Submitted patient statements and medical billing to insurance companies.
  • Provided medical billing and coding duties.
  • Managed accounting invoices and billings, balanced accounts and created financial reports.
  • Verified insurance coverage and eligibility for medical services.
  • Participated in billing and collections operations and processed medical insurance claims.
  • Trained department employees in collections and billing procedures.


Patient Access Representative

University of Miami Health System
01.2019 - 08.2022
  • Handled inbound and outbound calls, scheduling and registering patients for appointments with various physician groups
  • Utilize EPIC scheduling system
  • Triage patients to ensure they are scheduled to meet with correct specialists
  • Work with multiple government and commercial insurance policies
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.

Account Representative

BCA Financial
06.2018 - 01.2019
  • Work in extended business office taking incoming and making outbound collection calls for Holy Cross Hospital
  • Answer inbound and make outbound calls for the patient billing department collecting on balances for Holy Cross Hospital, Mount Sinai Medical Center, Piedmont Athens Regional, Gwinnett medical center
  • Explain balances and hospital procedures to patients, updating insurance info
  • Advise patients of the prompt pay discounts (if there are any) encouraging patients to pay their bills within a certain period, including outstanding copayments or deductible amounts

Senior Processing Executive

Cognizant
01.2017 - 03.2018
  • Handled inbound and outbound calls from Members and Provider groups (65+ per day)
  • Provided accurate information about network, plan benefits, eligibility, and insurance authorization requirements, and health plan guidelines
  • Processed transactions/supported team on process knowledge related requirements and activities related to maintaining process documentation
  • Handled Referral Coordination, contacting primary care providers, worked directly with providers, handled retro reactive referrals
  • Handled escalated calls acting as Queue Manager to ensure that team attended to calls in a timely manner as per the metrics defined
  • Insurance Verification and Explanation of Benefits (EOB's)
  • Handled submissions to claims department for research requests
  • Provided accurate research and resolution to members' issues

Lead Call Center Customer Service Representative

Laboratory Corporation of America
03.2006 - 10.2016
  • Answered complex customer/team member questions/investigated issues
  • Documented changes requested by the customer, completed and forward completed change form to appropriate individual or department
  • Documented issues, actions taken and outcome of customer's inquiry regarding products or services into appropriate database
  • Completed supply/product order requests
  • Made outbound calls to existing customers to cross sale new products and services
  • Provided system and customer service training to team members.
  • Completed and provided updated patient/customer requests with eAssist Scheduling and LCLS Medical Systems
  • Answered 100-120 inbound calls per day from patients, doctor's office, and private insurance carriers, while training and supervising team members
  • Consistently exceeded telephone statistics and collection goals
  • Processed patient correspondence

Education

Bachelor of Science - Business Education

Florida A&M University
Tallahassee, FL

Associate of Science - Technical And Scientific Communication

Troy State University
Troy, AL
08-2001

High School -

Escambia High School
05.1997

Skills

  • Microsoft Office
  • Excel
  • Customer Service Skills
  • Customer Relations
  • Problem Resolution
  • Data Entry
  • Great Interpersonal skills
  • Planning and execution
  • Billing adjustments and refunds
  • Material handling regulatory compliance
  • Great written and verbal skills
  • Medical billing and collections

Languages

English

Timeline

Medical Billing and Collections

University of Miami Hospital and Clinics
08.2022 - Current

Patient Access Representative

University of Miami Health System
01.2019 - 08.2022

Account Representative

BCA Financial
06.2018 - 01.2019

Senior Processing Executive

Cognizant
01.2017 - 03.2018

Lead Call Center Customer Service Representative

Laboratory Corporation of America
03.2006 - 10.2016

Bachelor of Science - Business Education

Florida A&M University

Associate of Science - Technical And Scientific Communication

Troy State University

High School -

Escambia High School

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