Regina Byrd
Fredericksburg,VA
Summary
Dynamic customer service professional with extensive experience at Kaiser Permanente, excelling in inbound call management and customer relations. Proven ability to process credit card payments and create detailed reports while demonstrating active listening skills. Committed to enhancing patient experiences and ensuring compliance with healthcare regulations. Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. customer satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
Kaiser Permanente
Fairfax, VA
09.2017 - Current
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
- Answered 200+ inbound calls per day and directed to designated individuals or departments.
CERTIFIED NURSING ASSISTANT
Brightstar
Stafford, VA
08.2014 - 09.2017
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Documented activities and recorded information in EMR system.
- Cleaned and sanitized rooms and equipment using aseptic technique to prevent infection and cross-contamination.
- Provided hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Provided personal nursing assistance in pre- and post-operative situations.
- Supported needs of 25+ residents under long-term care.
PATIENT REGISTRATION REPRESENTATIVE
Sentra hospital
Woodbridge, VA
08.2014 - 09.2017
- Registered patients using proper data entry procedures and fully compliant ICD-10 and CPT codes.
- Verified insurance and collected critical data elements to properly identify and bill patients.
- Screened patients before and during admissions processes.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Coordinated between patients and healthcare professionals to meet patient needs.
- Checked daily doctor schedules and verified insurance.
- Consistently updated demographic information of patients in the system as needed.
- Performed pre-registration activities such as confirming appointments, collecting copays, and verifying insurance coverage prior to patient visits.
- Proficient in verifying insurance eligibility and obtaining authorizations from various third-party payers.
- Scanned insurance cards, lab requisitions and other documents into intake system for processing.
- Analyzed reports generated by the system on a regular basis to identify potential errors or discrepancies.
PATIENT SERVICE REPRESENTATIVE
HEMI
Richmond, VA
06.2010 - 10.2014
- Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Checked daily doctor schedules and verified insurance.
- Run statements each month to review outstanding balances and identify accounts in need of collection processing.
- Performed patient registration and scheduling in a fast-paced environment with accuracy and efficiency.
- Answered 150 calls per day to answer customer questions.
- .Maintained up-to-date knowledge of insurance policies to ensure accurate billing and payment processing.
Education
COMPLETED COURSEWORK TOWARDS SOME COLLEGE - BILLING AND CODING
George Washington University, The
DC05-1988
HIGH SCHOOL DIPLOMA -
Dunbar High School
DC06-1986
Skills
- Efficient appointment scheduling
- Data collection
- Follow-up skills
- Effective listening
- Customer relations
- Administrative support
Certification
MEDICAL TERMINOLOGY
FIRST AID
MEDICAL CODING
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Kaiser Permanente
09.2017 - Current
CERTIFIED NURSING ASSISTANT
Brightstar
08.2014 - 09.2017
PATIENT REGISTRATION REPRESENTATIVE
Sentra hospital
08.2014 - 09.2017
PATIENT SERVICE REPRESENTATIVE
HEMI
06.2010 - 10.2014
COMPLETED COURSEWORK TOWARDS SOME COLLEGE - BILLING AND CODING
George Washington University, The
HIGH SCHOOL DIPLOMA -
Dunbar High School