Stacy Petersen
Norwalk,IA
Summary
I am seeking a permanent full-time position with24 years of communication and coordination through previous work experience. Proven expertise in managing and maintaining database records and ensuring seamless coordination of schedules. Strong background in customer service, effective communication, and diligence, ensuring a positive contribution to the company’s continued growth and success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Experience Specialist
Unity Point Healthcare
02.2025 - Current
- Checking in patients, assisting with scheduling, answering phone calls, processing co-payments, and managing follow-up appointments as necessary
- Responsible for creating a welcoming environment that reflects our commitment to patient care and service excellence
- Greet patients and visitors, ensuring that you obtain accurate information and necessary signatures for office records
- Photocopying and scanning of insurance cards and driver's licenses while adhering to confidentiality policies and procedures
- Answering telephone calls promptly and accurately
- Taking messages and directing calls professionally
- Retrieve, file, photocopy, or scan medical correspondence and reports as requested, ensuring that all documentation is managed efficiently
- Collecting payments, issuing receipts, and reconciling daily accounts receivable activity to prepare for daily deposits
- Demonstrate initiative to improve quality and customer service, striving to exceed customer expectations
- Integrate and demonstrate UnityPoint Health's FOCUS values and expectations for personal and service excellence will guide your professional behaviors, while you adhere to the policies and procedures of UPH-DM
- Balance team and individual responsibilities, open to feedback and contribute to positive team goals, prioritizing the success of the team above personal interests
- Open and close the clinic following specific guidelines and refer patients needing financial assistance to a Financial Advocate
- Greets patients and visitors and obtains accurate information and signatures for office records
- Obtains signatures on all forms pertinent to the patient's current visit from the patient or family member who has authority to sign on behalf of the patient
- Photo-copy & scan insurance cards and driver's licenses
- Adheres to all confidentiality policies and procedures
- Answers telephone calls promptly and accurately
- Takes telephone messages and directs calls in an appropriate and professional manner
- Retrieves, files photocopies or scans medical correspondence, reports and miscellaneous items, as requested
- Collects payments, issues receipts and reconciles daily accounts receivable activity to prepare for daily deposits
- Demonstrates initiatives to improve quality and customer service by striving to exceed customer expectations
- Integrates and demonstrates FOCUS values and Expectations for Personal and Service Excellence to guide professional behaviors, while adhering to the policies and procedures of UPH-DM
- Balances team and individual responsibilities; is open and objective to other's views; gives and welcomes feedback; contributes to positive team goals; and puts the success of the team above own interests
- Opens and/or closes the clinic following specific guidelines of the individual clinic
- Refers patients who need financial assistance with their clinic/hospital bills to a Financial Advocate
- Performs functions other than described due to extenuating circumstances
- Other duties as assigned
Debt Collector
DLL Group
05.2024 - 12.2024
- Managed high-volume call lists to contact debtors and secure payments.
- Developed strategies for collecting overdue payments while preserving customer relationships.
- Explained the consequences of non-payment in a professional manner.
- Attended meetings with internal staff members to discuss best practices for collections processes.
- Verified accuracy of account information and updated records accordingly.
- Accepted and processed customer payments and applied toward account balances.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Contacted customers with delinquent accounts to solicit payment.
- Utilized skip tracing techniques to locate hard-to-find debtors.
- Developed strategies to collect on past due accounts while maintaining customer relationships.
- Maintained detailed records of all collection activity in accordance with company policies and procedures.
- Answered customer questions regarding account discrepancies or problems.
Revenue Officer
Internal Revenue Service
08.2021 - 05.2024
- Collected taxes, monitored payment plans and imposed deadlines on delinquent taxpayers.
- Reviewed historical data to check compliance with internal and regulatory standards.
- Maintained up-to-date knowledge of current tax laws and regulations.
- Ensured that all necessary forms were completed accurately prior to submission.
- Investigated taxpayer complaints regarding discrepancies in payments or billing errors.
- Provided guidance to taxpayers on filing requirements, payment options, and applicable laws and regulations.
- Interacted with taxpayers, attorneys, accountants, and representatives to collect on delinquent taxpayer accounts and secure late returns.
- Maintained up-to-date contact information for each case under review.
- Educated taxpayers on their rights and responsibilities when it comes to paying taxes.
- Assisted taxpayers with inquiries related to their accounts, payment plans, and other financial matters.
- Prepared administrative reports and assembled case files for closure.
- Analyzed taxpayer financial statements to determine taxpayers to pay for their tax bills.
- Informed taxpayers of rights under law and provided guidance and service to assist in resolving tax problems.
- Garnished bank accounts and wages and seized personal property if necessary.
- Participated in training sessions designed to increase understanding of revenue policies, procedures, systems, and tools.
- Discussed and explained various tax forms with taxpayers.
- Monitored payments made by taxpayers to ensure compliance with agreed-upon terms.
- Verified accuracy of financial documents such as income tax returns, balance sheets, and bank statements.
- Levied salaries, wages and bank accounts.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Collections Agent
Internal Revenue Service
West Des Moines, Iowa
03.2010 - 08.2021
- Prepared and sent out demand letters and collection notices to delinquent accounts.
- Upheld privacy and security requirements for customer information.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Recorded and updated customer personal accounts with accurate contact information.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Collected taxes, monitored payment plans and imposed deadlines on delinquent taxpayers.
- Maintained up-to-date knowledge of current tax laws and regulations.
- Ensured that all necessary forms were completed accurately prior to submission.
- Investigated taxpayer complaints regarding discrepancies in payments or billing errors.
- Provided guidance to taxpayers on filing requirements, payment options, and applicable laws and regulations.
- Recommended offer acceptances and installment payment plans.
- Interacted with taxpayers, attorneys, accountants, and representatives to collect on delinquent taxpayer accounts and secure late returns.
- Educated taxpayers on their rights and responsibilities when it comes to paying taxes.
- Assisted taxpayers with inquiries related to their accounts, payment plans, and other financial matters.
- Analyzed taxpayer financial statements to determine taxpayers to pay for their tax bills.
- Informed taxpayers of rights under law and provided guidance and service to assist in resolving tax problems.
- Garnished bank accounts and wages and seized personal property if necessary.
- Analyzed financial data from various sources to identify potential areas of noncompliance.
- Participated in training sessions designed to increase understanding of revenue policies, procedures, systems, and tools.
- Conferred with taxpayers and representatives to discuss issues, laws, and regulations related to returns and address problems.
- Discussed and explained various tax forms with taxpayers.
- Negotiated repayment arrangements with customers in order to resolve outstanding debt issues.
- Verified accuracy of financial documents such as income tax returns, balance sheets, and bank statements.
- Answered questions from taxpayers and assisted individuals with completing tax forms.
- Worked effectively in team environments to make the workplace more productive.
Education
High School Diploma -
Norwalk High School
Norwalk, IA05-2000
Skills
- Leadership
- Organizational Skills
- Problem Solving
- Call center experience
- Patience and persistence
- Payment acceptance
- Negotiation
- Call center background
- Customer research
- Collections best practices
- Skip tracing techniques
- Client relations
- Complex Problem-solving
- Persuasion techniques
- Assertiveness
- Issue investigation
- Payment plan development
- History research
- Microsoft software
- Strong customer service and interpersonal skills, with the ability to create genuine connections and build rapport
- Exceptional communication skills, both verbal and written, with a keen attention to detail
- Empathy and patience to handle customer concerns and resolve issues with tact and professionalism
- Ability to thrive in a fast-paced, dynamic environment, adapting quickly to changing priorities
- Strong organizational and multitasking skills, with the ability to prioritize and manage time effectively
Certification
IRS Classroom Instructor Training Certification12/09/2016
References
References available upon request.
Timeline
Experience Specialist
Unity Point Healthcare
02.2025 - Current
Debt Collector
DLL Group
05.2024 - 12.2024
Revenue Officer
Internal Revenue Service
08.2021 - 05.2024
Collections Agent
Internal Revenue Service
03.2010 - 08.2021
High School Diploma -
Norwalk High School