Samantha B Broadbent
Merrimack,New Hampshire
Summary
Dedicated Customer Service Representative skilled in processing billing inquiries and ensuring accurate records management. Demonstrated success in resolving discrepancies promptly and collaborating cross-functionally to improve customer experience. Proficient in HIPAA compliance and adept at utilizing billing software to drive operational excellence.
Overview
14
14
years of professional experience
Work History
Billing Associate II
Unitil
Concord, New Hampshire
12.2023 - Current
- Collaborated with billing functional area and business units to secure accurate customer invoicing within established deadlines.
- Processed customer billing inquiries and resolved discrepancies promptly.
- Maintained accurate billing records using internal software systems.
- Assisted in generating monthly billing statements for clients.
- Collaborated with cross-functional teams to ensure data integrity.
- Trained new staff on billing procedures and software usage.
Clinical Customer Service Representative
Amazon Pharmacy
Manchester, USA
11.2020 - 09.2023
- Obtained necessary insurance authorizations to facilitate patient care.
- Processed HIPAA-compliant patient releases and forms in accordance with regulations.
- Maintained data integrity by documenting patient-related interactions accurately and concisely, supporting regulatory compliance.
- Contacted customers to address inquiries and communicate claim investigation results, ensuring transparency and trust.
- Processed customer exchanges, refunds, and bill adjustments to resolve product or service issues, enhancing customer satisfaction.
- Collected payments and updated accounts with current payment information.
- Maintained a valid Board of NH Technical License to perform specialized tasks.
- Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software.
- Navigated multiple computer systems and utilized search tools to find information.
Collections Specialist
Comcast
Manchester, USA
05.2016 - 10.2020
- Resolved client billing issues by collecting direct payments and establishing payment plans to improve account status.
- Mitigated accounts receivable delinquency through effective customer relations and knowledge of payment options.
- Prevented returns to delinquency through strong follow-up strategies for different types of accounts.
- Brought delinquent accounts current by obtaining ACH and ACC payments via phone.
- Documented each customer interaction in servicing system.
- Provided accurate responses to customers' servicing questions and concerns.
- Conducted outbound collection calls, maintaining service quality and achieving high success in payment recovery.
Business Service Representative
Comcast
Manchester, USA
01.2013 - 05.2016
- Directed customer requests for additional products or services to appropriate licensed representatives, ensuring timely follow-up.
- Processed customer exchanges, refunds, and bill adjustments to resolve product or service issues efficiently.
- Analyzed call volume and average call time to monitor performance and productivity.
- Completed contract forms, updated change of address records, and issued service discontinuance orders using computer and job-related software.
Skills
- Medical Billing
- Billing systems
- Eligibility Determination
- Transaction Processing
- Payment Collection
- Account Management
- Account reconciliation
- Data Entry
- Call documentation
- HIPAA Compliance
- Issue and Complaint Resolution
- Customer Service
- Microsoft Office
- Virtual Communication
- De-Escalation Techniques
Timeline
Billing Associate II
Unitil
12.2023 - Current
Clinical Customer Service Representative
Amazon Pharmacy
11.2020 - 09.2023
Collections Specialist
Comcast
05.2016 - 10.2020
Business Service Representative
Comcast
01.2013 - 05.2016