Summary
Overview
Work History
Education
Skills
Timeline
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Steffanie Hall

Lawrenceville,GA

Summary

Experienced Client Service Manger 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

26
26
years of professional experience

Work History

Grievance Appeals Specialist

Emory Healthcare
03.2022 - 08.2023
  • Boosted client loyalty and satisfaction through effective management of discrepancies for 1500+ clients per week, strengthening client relations.
  • Increased productivity by 20% through documentation streamlining, resulting in faster care completion and improved overall efficiency within 18 months.
  • Achieved 100% compliance in obtaining financial responsibility and treatment procedure signatures from patients or guardians, streamlining the admission process and minimizing delays
  • Triaged 200+ phone requests, ensuring timely response and effective routing of patient concerns, resulting in streamlined operations and enhanced patient experience.

Client Service Manager

Worldpay Merchant Services
02.2017 - 10.2022
  • Managed interdepartmental collaboration with 5 teams, yielding a 20% reduction in process time and a 15% increase in communication efficiency within 1 year, contributing to overall operational success.
  • Empowered account management team to attain a 12% increase in client satisfaction, contributing to improved client retention and increased referrals.
  • Achieved 30% above sales quotas and elevated profitability by 12% by implementing effective sales tactics, contributing to enhanced business success and expansion.
  • Collaborated with cross-functional teams for better service delivery and client experience.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Lead Member Service Advocate

United HealthCare Services Inc
04.2017 - 01.2020
  • Effectively coordinated patient care for a high volume of 150+ patients, while managing a $750,000 budget and supervising a team of 15.
  • Streamlined communication processes by drafting 50+ professional memos and letters, resulting in 30% improved efficiency and supporting business growth.
  • Improved efficiency by processing 200 invoices monthly and distributing documentation, resulting in accurate and timely client billing.
  • Utilized product knowledge to successfully launch and sustain upsell/cross-sell programs, resulting in a 20% increase in customer retention and satisfaction.
  • Facilitated smooth admissions process by completing 95% of admissions papers error-free, contributing to positive patient experience.

Education

Nursing Assistant - Nursing Administration

Louisiana Technical College
01.1999

Skills

  • Customer service experience
  • Data analysis
  • Data entry
  • Contracts
  • Creative problem solving
  • Medical terminology
  • Meetings
  • Proficiency in FACET & BILLING
  • HIPAA guidelines
  • Microsoft Office
  • Information technology
  • Direction
  • Financial
  • Health Insurance
  • Team Leader
  • Strategic sales knowledge
  • Report preparation
  • Medical coding understanding
  • Conflict resolution
  • Credit card payment processing
  • Order fulfillment
  • Sales expertise
  • Administrative support
  • Receiving support
  • Recordkeeping strengths
  • Professional telephone
  • Benefits Tracker use
  • Submission of medical claims
  • Manger
  • Medical terminology knowledge
  • Quick learner
  • Insurance Claim Forms Review
  • New Policies Processing
  • Client Interviews
  • Claim Amount Calculations
  • Insurance Practices
  • Patient Care Coordination
  • Patient Flow Management
  • Healthcare Operations
  • Lead Generation
  • Employee Coaching and Mentoring
  • Policy Implementation
  • Business Administration
  • Data Analysis
  • Project Planning

Timeline

Grievance Appeals Specialist

Emory Healthcare
03.2022 - 08.2023

Lead Member Service Advocate

United HealthCare Services Inc
04.2017 - 01.2020

Client Service Manager

Worldpay Merchant Services
02.2017 - 10.2022

Nursing Assistant - Nursing Administration

Louisiana Technical College

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Steffanie Hall