Summary
Overview
Work History
Education
Skills
Timeline
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Stephanie Russom

Conroe,United States

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Skilled in strengthening customer relationships and resolving issues.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Quicken Loans
Remote
03.2022 - 12.2024
  • Collaborate with internal partners and / or external customers / payers to resolve customer issues
  • Investigate, resolve billing and accounts receivable issues and balances
  • Reconcile discrepancies identified within customer invoices / billing and reports
  • Demonstrate and maintain understanding of state and federal regulatory requirements as they apply to billing operations
  • Demonstrate and maintain understanding of and comply with billing policies and procedures

Customer Service Rep/Billing Specialist

AeroCare
Conroe, TX
06.2018 - 02.2022
  • Analyze reports against existing billing data and make appropriate changes to ensure billing accuracy
  • Generate, format distribute / upload reports and documentation
  • Work with customers and third – party administrators to resolve escalated Accounts Receivable issues.
  • Assist in updating standard procedure documents (SOPs / job aids) pertaining to billing and enrollment reconciliation receivable functions
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Medical Customer Service Representative

Lincare
Conroe, TX
05.2014 - 05.2018
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Utilized technology and specialized software to maximize productivity.
  • Obtained insurance verification and authorization to submit financial clearance of patient accounts.
  • Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
  • Verified patient insurance coverage, created financial plan according to treatment schedules for collections and communicated between patient and billing company regarding health insurance.
  • Managed account receivables to maintain payments within net terms.
  • Input payment history and other financial data to keep customer accounts up-to-date in system.

Education

Bachelor of Science - Criminal Science

Florida Metro University
Clearwater, FL

Skills

  • Organizational skills
  • Problem – solving skills
  • Written and oral communication skills
  • Ability to work in a face paced collaborative
  • Solid and effective communication skills
  • Attention to Detail

Timeline

Customer Service Representative

Quicken Loans
03.2022 - 12.2024

Customer Service Rep/Billing Specialist

AeroCare
06.2018 - 02.2022

Medical Customer Service Representative

Lincare
05.2014 - 05.2018

Bachelor of Science - Criminal Science

Florida Metro University

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Stephanie Russom