Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stephan Ballard

Dallas,TX

Summary

Experienced individual with 10+ years in customer service role seeking Customer Service Supervisor position with Baylor Scott and White. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

17
17
years of professional experience

Work History

Contact Center Care Coordinator

Texas Oncology
02.2024 - Current
  • Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Facilitated appointments and transportation for patients, streamlining access to essential medical services.
  • Provided emotional support for patients and families during difficult times, fostering resilience and coping skills.
  • Used company software and databases to maintain records of services performed and patient conditions.
  • Scheduled surgeries, managed pre-certifications and verified insurance coverage.
  • Proven ability to learn quickly and adapt to new situations.
  • Communicated with patients, ensuring that medical information was kept private.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked effectively in fast-paced environments.
  • Manage over 50 calls in one day.

Customer/ Provider Claims

Southwestern Health Resources CareNCare
03.2022 - 02.2024
  • Increased accuracy of processed claims through rigorous quality checks and cross-referencing with relevant data sources.
  • Ensured accurate documentation of all actions taken during claims resolution process, facilitating audits or reviews as needed.
  • Improved provider satisfaction by addressing their concerns promptly and providing clear explanations on claim denials or adjustments.
  • Followed up with insured individuals regarding premium and deductibles payments.
  • Identified potential areas for improvement in provider claim resolution process, leading to increased efficiency and reduced errors.
  • Conducted thorough investigations into complex claim issues, resolving disputes fairly and effectively.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Provided primary customer support to internal and external customers.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Answered constant flow of customer calls with minimal wait times.
  • Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into team.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Cross-trained and backed up other customer service managers.
  • Gained strong leadership skills by managing projects from start to finish.
  • Managed 65-70 in one day.

Contact Center Specialist Scheduling

Baylor Scott & White Health
07.2021 - 03.2022
  • Maintained accurate records of customer interactions, documenting details of inquiries, complaints, or comments as well as actions taken.
  • Achieved high customer satisfaction ratings, effectively addressing concerns and providing appropriate solutions.
  • Served as liaison between clients and providers, facilitating smooth communication regarding appointment details and expectations.
  • Provided exceptional customer service by addressing client inquiries regarding appointments and services offered.
  • Managed over 50 customer calls per day.
  • Assisted management in tracking key performance indicators related to appointment scheduling operations; identified areas of improvement and recommended actionable solutions.
  • Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
  • Maintained updated records of client contact information, streamlining communication efforts for future appointments.
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
  • Volunteered to help with special projects of varying degrees of complexity.

Customer Service Representative

ADT Security
05.2020 - 02.2021
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Answered constant flow of customer calls with minimal wait times.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Cross-trained and provided backup support for organizational leadership.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Walked individuals through basic troubleshooting tasks.
  • Configured and tested new software and hardware.
  • Used ticketing systems to manage and process support actions and requests.
  • Researched and identified solutions to technical problems.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Managed over 60 calls per day.

Customer Service Team Lead

Wells Fargo & Company
10.2017 - 08.2019
  • Approved loan applications based on customer creditworthiness and provided detailed financial advice.
  • Supervised loan reps and motivated to maintain customer service and performance standards.
  • Explained very technical financial information to applicants in easy to understand language.
  • Assisted customers with completing loan applications and other paperwork.
  • Improved customer satisfaction by streamlining auto loan application process and providing clear communication.
  • Managed over 65 calls per day.

Patient Access Team Lead

Medical City Dallas
02.2015 - 03.2017
  • Served as liaison between the Patient Access team and other departments, fostering positive relationships and effective communication.
  • Streamlined patient registration process by implementing efficient workflows and reducing wait times.
  • Increased accuracy of patient demographic information by implementing system for regular updates and validation.
  • Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
  • Improved patient satisfaction scores by providing exceptional customer service and addressing concerns promptly.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Maintained strict compliance with HIPAA regulations, protecting patient privacy while facilitating access to necessary information for care providers.

Team Manager Secretary (Temp Assignment)

State Farm
11.2013 - 11.2014
  • Handled confidential information in professional manner.
  • Organized and updated schedules for team member.
  • Established administrative work procedures to track staff's daily tasks.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Conduct weekly huddle to different teams in the claims department.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Collaborated effectively with other department secretaries to share best practices regarding administrative support strategies.
  • Assist QA with at least 30-40 per day.

Member Service/Escalation Lead

Prime Therapeutics LLC
10.2012 - 11.2013
  • Delivered exceptional service during high-volume periods, maintaining composure under pressure while managing multiple tasks simultaneously.
  • Verified prescription information prior to entry in pharmacy computer system.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Cross-trained and provided backup support for organizational leadership.
  • Conducted regular performance evaluations for staff members, identifying areas of strength and opportunities for development.
  • Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Managed over 60-75 calls a day.

Adminstrative Assistant

Providence Group Consulting
03.2011 - 11.2013
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
  • Scheduled office meetings and client appointments for staff teams.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Managed over 60 calls per day.

Customer Service Associate Team Leader

Citi Group
03.2010 - 02.2011
  • Answered constant flow of customer calls with minimal wait times.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
  • Gathered loan documentation for underwriting.
  • Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
  • Increased customer satisfaction with timely response to inquiries, providing clear explanations on credit decisions and procedures.

Flight Attendant

United Airlines
08.2007 - 03.2010
  • Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
  • Collaborated with fellow crew members to deliver seamless travel experience for passengers on domestic and international flights.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Completed pre-flight safety checks to reinforce passenger safety.
  • Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation
  • Prepared cabin for arrival by cleaning surfaces, restocking supplies, securing loose items, and ensuring overall orderliness
  • Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude

Education

Associate of Arts - Healthcare Management

Monroe College
The Bronx, NY
04.2012

High School Diploma -

West Philadelphia High School
Philadelphia, PA
06.1998

Skills

  • Escalation and Problem resolution
  • Decision Making
  • Excellent time management skills
  • MS Office expert Customer-focused
  • Coaching and Mentoring
  • Excellent planner and coordinator
  • Adherence to high customer service standards
  • Exceptional interpersonal communication
  • Relationship Building
  • Quality Assurance
  • Team Building Call center
  • Training Employee

Timeline

Contact Center Care Coordinator

Texas Oncology
02.2024 - Current

Customer/ Provider Claims

Southwestern Health Resources CareNCare
03.2022 - 02.2024

Contact Center Specialist Scheduling

Baylor Scott & White Health
07.2021 - 03.2022

Customer Service Representative

ADT Security
05.2020 - 02.2021

Customer Service Team Lead

Wells Fargo & Company
10.2017 - 08.2019

Patient Access Team Lead

Medical City Dallas
02.2015 - 03.2017

Team Manager Secretary (Temp Assignment)

State Farm
11.2013 - 11.2014

Member Service/Escalation Lead

Prime Therapeutics LLC
10.2012 - 11.2013

Adminstrative Assistant

Providence Group Consulting
03.2011 - 11.2013

Customer Service Associate Team Leader

Citi Group
03.2010 - 02.2011

Flight Attendant

United Airlines
08.2007 - 03.2010

Associate of Arts - Healthcare Management

Monroe College

High School Diploma -

West Philadelphia High School

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Stephan Ballard