Sovanna Xayavong
Sioux Falls,SD
Summary
Results-driven professional with extensive experience in fraud prevention, collections, customer service, healthcare administration, and administrative support. Proven ability to identify and mitigate fraud, improve collection outcomes, and resolve complex issues through strong investigative, analytical, and critical-thinking skills. Recognized for delivering exceptional customer service, maintaining regulatory compliance, and communicating effectively with diverse clients, patients, and cross-functional teams.
Experienced in patient registration, insurance verification, data management, and healthcare compliance, with advanced proficiency in Epic and other healthcare information systems. Highly organized, dependable, and adaptable, with a strong ability to manage multiple priorities in fast-paced environments while maintaining accuracy and professionalism. A collaborative team player with excellent problem-solving abilities, a commitment to continuous learning, and a track record of contributing to organizational success through efficiency, integrity, and exceptional service.
Overview
18
18
years of professional experience
Work History
Patient Access Representative
Sanford Health
Sioux Falls, SD
11.2024 - Current
- Facilitated patient check-in and registration processes to ensure smooth operations.
- Managed insurance verification and eligibility checks for timely patient services.
- Coordinated with healthcare providers to schedule appointments efficiently.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Assisted in reducing no-show rates by implementing reliable follow-up and reminder system for appointments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prepared and processed patient referrals and transfer requests.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Trained new staff on best practices for patient access procedures and protocols.
Fraud Prevention Specialist
Vervent
Sioux Falls, SD
09.2022 - 10.2024
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Enhanced fraud detection by implementing advanced data analytics techniques and tools.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Passionate about learning and committed to continual improvement.
- Self-motivated, with a strong sense of personal responsibility.
Collection Customer Service Representative
Capital Services
Sioux Falls, SD
02.2009 - 03.2022
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Collaborated with cross-functional teams to implement strategies for improving collection rates and reducing bad debt.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Processed debtor payments and updated accounts to reflect new balance.
- Analyzed customer financial records to determine appropriate payment plan.
- Established relationships with customers to encourage payment of delinquent accounts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
- Reduced delinquency rates with proactive communication and targeted payment plans.
- Managed high-volume call center environment, handling inbound and outbound calls professionally and efficiently.
- Increased customer satisfaction by promptly addressing and resolving account issues.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
Computer Information System
Hawaii Pacific University
Kaneohe, HIDiploma -
Northside High School
Fort Smith, AR05.2000
Skills
- Fraud Prevention & Cybersecurity Awareness
- Investigations & Fraud Detection
- Critical Thinking & Problem-Solving
- Detail-Oriented & Documentation
- Strong Verbal & Written Communication
- Active Listening, Conflict Resolution & Empathy
- Multitasking, Organization & Reliability
- Adaptability & Flexibility
- Telephone & Email Etiquette
- Patient Registration, Check-In & Admissions
- Patient Scheduling, Appointment Reminders & Scheduling
- Patient Identity & Insurance Verification
- HIPAA Compliance & Healthcare Systems Navigation
- Office Administration & Recordkeeping
- English & Laotian Fluency
Timeline
Patient Access Representative
Sanford Health
11.2024 - Current
Fraud Prevention Specialist
Vervent
09.2022 - 10.2024
Collection Customer Service Representative
Capital Services
02.2009 - 03.2022
Computer Information System
Hawaii Pacific University
Diploma -
Northside High School