Stacey Kerns
Anna,TX
Summary
Proven track record in crisis management and billing accuracy at RegaloRx and Teleperformance, enhancing customer satisfaction and reducing stress levels. Excelled in empathy development and problem-solving, achieving significant improvements in service delivery. Skilled in ethics and confidentiality, actively contributing to team collaboration and effective communication.
Overview
7
7
years of professional experience
Work History
PAP Counselor
RegaloRx
Remote
08.2022 - 05.2024
- Delivered crisis intervention and management support in response to critical incidents.
- Reduced workplace stress levels through the implementation of effective stress management techniques for employees.
- Conducted on-site training services for managers and employees on wellness and health topics.
- Cultivated strong relationships with local service providers to ensure seamless referrals for specialized support as needed.
- Assisted with referrals for members needing ongoing or additional counseling services.
- HIPPA Practices and/or insurance verifications , benefits investigations.
- Outbound calls
- Inbound calls
- Processing patient assistance applications.
Billing Specialist
Teleperformance
Remote
04.2020 - 03.2022
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Developed and maintained billing procedures to make timely payments.
- Used data entry skills to accurately document and input statements.
- Handled account payments and provided information regarding outstanding balances.
- Collaborated with customers to resolve disputes.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Audited and corrected billing and posting documents for accuracy.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
Customer Service Specialist
Cornealassociates
Dallas, TX
01.2017 - 05.2019
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained and managed customer files and databases.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Overcame language barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Promptly responded to inquiries and requests from prospective customers.
Education
Associate Degree In Nursing - Nursing
Collin County Community College District
McKinney, TX05.2026
High School Diploma - Highschool
Bossier High School
Bossier City, LA05.2014
Skills
- Ethics and confidentiality
- Empathy Development
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Team Collaboration
- Effective Communication
- Active Listening
- Complaint Handling
Timeline
PAP Counselor
RegaloRx
08.2022 - 05.2024
Billing Specialist
Teleperformance
04.2020 - 03.2022
Customer Service Specialist
Cornealassociates
01.2017 - 05.2019
Associate Degree In Nursing - Nursing
Collin County Community College District
High School Diploma - Highschool
Bossier High School