Rika Watson
Joliet,IL
Summary
Experienced with customer service management, ensuring high levels of customer satisfaction. Utilizes effective communication and problem-solving skills to address customer needs promptly. Strong understanding of team dynamics and leadership, fostering collaborative work environment. Strong organizational skills, attention to details, coordinating and multitasking. Motivated and ready to put my extraordinary customer service and administrative skills to work to better the experiences of our customers.
Overview
2016
2016
years of professional experience
Work History
Lead Customer Service Representative
Optum
2022 - 2024
- Led team to enhance customer satisfaction through effective issue resolution and service improvements.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Analyzed patient billing data to identify discrepancies and enhance revenue collection processes.
- Optimized revenue cycle, implementing effective strategies for claims management and reimbursement.
- Collaborated with healthcare providers to streamline claims submission and ensure compliance with regulations.
Head Medical Assistant/ Administrative Assistant
O'Carroll & Associates
01.2012 - 01.2016
- Administrative Experience:
- Acted as the lead surgical coordinator who managed both pre- and post-surgery communication and documentations for patients’, the provider, insurance companies, and the medical facility to maximize successful patient experience.
- Conducted insurance verification.
- Communicated with insurance companies and health plans for proper medical billing procedures.
- Scheduled patient clinic appointments and surgeries.
- Entered patient information in electronic health record (EHR) system.
- Transcribed doctor’s notes and prepared for EHR entry.
- Answered phones and took detailed messages.
- Using a friendly, customer-focused approach, provided timely and appreciable customer service by guiding patients, deescalating issues, and providing relevant information.
- Ordered and maintained clinical supplies.
- Clinical Experience:
- Performed preliminary physical tests including vital signs (blood pressure, body temperature, heart rate, height and weight).
- Gathered patient medical history and demographic information.
- Assisted physician with ultrasound imaging and x-rays.
- Performed phlebotomy.
- Used and maintained the Autoclave.
Lead Crew Trainer
McDonald's
01.2008 - 01.2012
- Supervised and motivated team members.
- Maintained a clean and productive work environment.
- Ensured customer satisfaction with persistently fast, quality service.
- Introduced new products and promoted existing products.
- Managed cash and credit card transactions.
- Took inventory, ordered supplies and maintained stocked warehouse.
- Prepared food.
Education
Medical Assistant Certificate -
Everest College
Burr Ridge, IL11.2012
High School - undefined
Plainfield North High School
05.2010
Skills
- Medical billing (ICD 10/CPT Codes)
- Electronic Health Record (EHR)
- Insurance verification
- Microsoft Word, Excel, PowerPoint
- Patient care customer service
- Data entry accuracy
- Customer relationship management
- Conflict resolution
- Team leadership
- Performance coaching
- Issue escalation management
SERVICE
Master’s Touch Global Missions, 2020 - 2022
Timeline
Head Medical Assistant/ Administrative Assistant
O'Carroll & Associates
01.2012 - 01.2016
Lead Crew Trainer
McDonald's
01.2008 - 01.2012
High School - undefined
Plainfield North High School
Lead Customer Service Representative
Optum
2022 - 2024
Medical Assistant Certificate -
Everest College