Sonya M. Lindsey

Involved in various areas of the company such as Customer Service Advisor (Facility billing), Patient Support Specialist (Physician billing), Collections Specialist (Collections), TCPA agent (outbound calls), and New hire peer mentoring. Position details as follows:

• Reviewed patient accounts in various systems, provided status updates, performed research as necessary to take appropriate action to resolve patient inquiries.
• Work with Patients/Guarantors to secure payment on outstanding account balances, and set up payment plans.
• Processed settlements, refund requests, balance transfers, itemized billing statements, account audits, coding reviews, payment history and zero balance letters to be mailed.
• Escalated patient complaints to the appropriate individual or department based on the nature of the complaint.
• Assisted with new hire pods that provides one on one peer mentoring/ training to new hires with call shadowing, account notating, how/ where to route an account for follow-up, steps of setting up recurring payments, and any additional questions of account handling.
  

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Assisted with pricing questions, and inventory availability.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

• Oversaw all daily operations, equipment maintenance, payroll, daily reports, scheduling, ordering, receiving, light cleaning, stocking and customer service related issues.
• Interviewed, hired, and trained new workers.
• Complied with safe operating practices and assessed operational procedures.
• Monitored, coached, and supervised a team of 12 employees for two sites.
• Assisted in organizing and overseeing assignments to drive operational excellence.