Sara Banks
Clear Lake,Iowa
Summary
Accomplished in enhancing customer satisfaction and streamlining billing processes, my tenure at Fidelity Communications showcases my adeptness in problem resolution and effective communication. Mastering both claim review and conflict mediation, I've significantly contributed to operational efficiencies and improved client relations, embodying leadership and adaptability in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Billing Representative
Fidelity Communications
Clear Lake, IA
01.2024 - Current
- Provided support to sales staff with regards to billing issues or requests.
- Performed additional tasks as assigned by supervisor or manager.
- Answered customer questions to maintain high satisfaction levels.
- Received payments and posted amounts to customer accounts.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Advised delinquent customers on strategies for debt repayment.
- Answered customer questions regarding account discrepancies or problems.
- Negotiated payment arrangements with delinquent customers.
Customer Service Specialist
MAXIMUS FEDERAL
01.2022 - 11.2023
- Review all incoming applications for the requested proof and accuracy for the Affordable Connectivity Program
- Process applications according to the rules and regulations
- Notate and code all applications appropriately
- Performed administrative duties such as data entry, order processing, billing inquiries, account maintenance
- Met daily customer service quotas with a focus on quality
- Updated and maintained database with accurate customer information and timely data entry
Medical billing representative-Temporary Position
Trinity Health
10.2019 - 04.2020
- Prepared and submitted claims to insurance companies electronically and manually
- Completed appeals and filed and submitted claims
- Determined customer eligibility for benefit programs and services
- Submitted refund requests for claims paid in error
- Meticulously tracked and resolved underpayments
- Tracked unpaid claims, followed up on overdue balances, and initiated contact with debtors when necessary
- Analyzed patient account activity to identify discrepancies and take corrective action as needed
Senior Customer Service Representative Lead
Humach/WS Live
04.2015 - 02.2018
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions
- Assisted customers by answering questions, addressing concerns and providing current account information
- Met and exceeded performance goals to support long-term company growth and market dominance
- Educated customers about products, pricing and policies to address and resolve issues
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities
- Led a team of customer service representatives, delegating tasks, providing feedback on performance, and ensuring that all customer issues were addressed promptly and effectively
- Provided exceptional customer service to all customers, resolving complex inquiries and complaints with a high degree of professionalism
Education
GED -
Clear Lake High School
Clear Lake, IA01.2001
Skills
- Information inputting
- Reimbursements
- Claim review
- Credit card payment processing
- Courteous demeanor
- Quality control
- Customer relations
- Problem-solving abilities
- Sales expertise
- Conflict mediation
- Inbound and Outbound Calling
- Adaptive team player
- Senior Leadership Support
- Effective Written and Verbal Communication
- Good Communication Skills
- Customer Service and Assistance
- Call Centers
- Problem Resolution
- Account management
- Payment processing
Timeline
Billing Representative
Fidelity Communications
01.2024 - Current
Customer Service Specialist
MAXIMUS FEDERAL
01.2022 - 11.2023
Medical billing representative-Temporary Position
Trinity Health
10.2019 - 04.2020
Senior Customer Service Representative Lead
Humach/WS Live
04.2015 - 02.2018
GED -
Clear Lake High School