Samirah Stevenson
Garland,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Compassionate Clinical Assistant with experience in a variety of healthcare settings. Strengths include patient care, medical terminology understanding and clinical procedures knowledge. Previous work demonstrated significant impact through effective team collaboration, problem-solving skills, and commitment to patient health and wellness.
Overview
10
10
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
Frisco, TX
09.2022 - 02.2024
- Analyze, research, and resolve problems and discrepancies related to member accounts.
- Assist members with submitting new membership and overdraft protection application.
- Counsel current and prospective members about Navy Federal's products and services.
- Identify opportunities to cross service products and increase product penetration.
- Understand and comply with federal and other regulations relating to financial products and services.
- Perform other duties as assigned.
- Managed 65 incoming calls per day from customers with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Customer Service Representative
SLG Carriers
Lewisville, TX
01.2021 - 08.2022
- Managed 85 inbound and outbound phone calls.
- Maintain relationships with carriers and customers.
- Provide shipment quotes for customers/carriers and set up shipments as required by customers/carriers.
- Solve customer and carrier problems and help resolve issues.
- Multitask and Documenting customer correspondence in CRM to track requests, problems and solutions
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Patient Service Representative
Parkland
Dallas, TX
02.2016 - 11.2020
- Greets patients, family members, peers, and leadership in a professional, friendly, and respectful manner to promote a positive public image of Parkland. Willingness to move about the system to ensure all facets of the job responsibilities are completed accurately and timely to support the needs of the organization. Required to assist the hospital in the event of an internal or external disaster.
- Obtain, verify, and update accurate demographic, financial, and insurance information in the process of registration. Including the entry of patient/guarantor information in the patient registration/accounting systems. Ensure accounts are billed accurately and timely. Guarantee that medical record numbers are not duplicated or overlays created.
- Verified insurance eligibility and coverage for patients.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Reviews patient accounts for financial status to identify non-funded and/or under-funded patients. Refers appropriate cases to financial counseling for follow-up and consultation and Case Management for clinical justification for pre-authorization as necessary.
- Educate patients about financial liabilities, employs proper, compliant patient liability collection techniques before, during and after date of service. Performs cash reconciliation and secured payment entry in adherence to financial and cash control policies and procedures.
- Clearly document actions taken in account notes to ensure information is available and understandable for other departments to review. Tracks productivity/quality and provides cumulative reports daily, weekly and monthly as required. Ensures Patient Rights & Responsibilities as well as other required documents are properly explained and presented to patients.
- Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
- Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
- Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding
Receptionist
Holiner Psychiatric Group
Dallas, TX
06.2014 - 03.2016
- Prepare, review, and submit accurate invoices for clinical trial services to sponsors, patients, and insurance companies, ensuring compliance with contractual agreements and CMS billing regulations.
- Review and maintain clinical trial documentation, including budgets, contracts, and study protocols, to ensure accurate billing practices that align with CMS guidelines.
- Communicate with patients regarding billing inquiries, financial responsibilities, and insurance coverage, providing assistance and guidance as needed to facilitate timely payments.
- Reconcile accounts and follow up on outstanding payments, ensuring prompt resolution of billing discrepancies, and addressing any issues that arise in accordance with CMS billing standards.
- Stay updated on regulatory guidelines, including CMS billing rules and billing policies related to clinical research, to ensure compliance and minimize financial risk.
- Work closely with clinical research coordinators, investigators, and finance teams to ensure alignment on billing processes and procedures, reinforcing adherence to CMS guidelines.
- Generate and maintain financial reports related to clinical trials, tracking revenue and expenses for budget management and forecasting purposes.
Education
Some College (No Degree) - Medical Billing And Coding
DeVry University
Villa Park, ILSkills
- Insurance Verification
- HIPAA Compliance
- Payment posting
- Clerical Support
- Claims review
- Teamwork and Collaboration
- Multitasking and Organization
- Electronic Health Record Software
- Data Entry
- Medical Terminology
- Critical Thinking
- ICD-10
- Customer Service
- File Management
- Time Management
- Scheduling appointments
Accomplishments
- 4.0 GPA
Timeline
Member Service Representative
Navy Federal Credit Union
09.2022 - 02.2024
Customer Service Representative
SLG Carriers
01.2021 - 08.2022
Patient Service Representative
Parkland
02.2016 - 11.2020
Receptionist
Holiner Psychiatric Group
06.2014 - 03.2016
Some College (No Degree) - Medical Billing And Coding
DeVry University