Susan Cunningham
Hesperia,CA
Summary
An accomplished, driven and dedicated professional having long-standing and diverse experience throughout multiple industries and capacities. Seeking long-term employment in the Medical Billing and Coding industry.
Telemarketing professional prepared for this role with solid background in customer engagement and sales techniques. Known for consistently achieving targets through effective communication and adaptability. Proven ability to collaborate with team members and respond to dynamic needs, ensuring client satisfaction and retention.
Overview
19
19
years of professional experience
Work History
Marketing
Excel Home Marketing
Anaheim, CA
09.2021 - Current
- Conducted outbound calls to generate leads and promote products.
- Engaged potential customers, effectively communicating product benefits.
- Developed scripts to enhance call effectiveness and improve customer engagement.
- Trained new team members on communication techniques and sales strategies.
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Completed daily cold calling and outreach to build sales pipeline.
- Generated new leads through targeted cold calling efforts, expanding the company''s client base.
Customer Service Representative
Optum Bank
Cerritos, CA
10.2019 - 03.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining composure and professionalism.
- Developed solutions to enhance customer satisfaction based on feedback analysis.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Tele-med Marketer
Health Core
Costa Mesa, CA
02.2019 - 10.2019
- Provided Customers who have Diabetes with medical equipment personalized to their needs.
- Boosted sales through the creation and execution of targeted advertising campaigns.
- Called patients across the United States for follow up purposes insuring their equipment was working satisfactorily.
Medical Billing Intake Coordinator
Ability Makers
Cerritos, CA
10.2018 - 01.2019
- Receives and coordinates all DME referrals to include notification of insurance providers for prior authorization and services covered. Verify Eligibility, review SOS of equipment according to Medicare Guidelines. Responsible for the review of daily logs and notes from Manager to assure continuity of Medical Equipment being ordered, documentation of paperwork required to process, appropriateness and timeliness of documentation according to Medicare guidelines. Maintain log and any reports essential for appropriate billing and reorder process. Completes Medical Billing for certain DME i.e. Walkers, Canes, Commodes Communicates with Manager any information received from physician, patient or employees about the patients DME order or needs. Primary contact for receiving phone calls to the office. Takes DME orders by phone, documents, follows appropriate process and uploads all office records as necessary. Provides direct communication with customers regarding the status of their order. Often assists with short term/end of year Billing Process
Confirmations Manager
Omega Home Remodeling
Cerritos, CA
10.2017 - 02.2018
- My Responsibilities included confirming appointments for sales reps to see home owners and making necessary arrangements. Pre- Qualifying home owners for specific upgrades for their home. Attending meetings, noting down details of the proceedings, and drafting minutes Conveying appointment schedules to the concerned heads and taking their approvals Announcing cancellations to both the parties and informing them about rescheduling of meetings
Confirmations specialist, appointment setting, data entry and lead dispatching
Reliant Home Solutions
Santa Fe Springs, CA
09.2016 - 03.2017
- Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Relevant professional with the ability to develop highly effective business models and gain the trust and cooperation of staff and peers. Eager to contribute demonstrated success, creative marketing talent and client relationships.
Telemarketing Sales Representative
Family Choice Foods
Lake Elsinore, CA
07.2006 - 10.2014
- Responsible for making outbound calls to homeowners for the purpose of setting up appointments for the sales reps to pitch a food delivery service. Maintain professional communication skills and the use of proper grammar. Keep track of all appointments and sales. Confirm appointments for other telemarketers and provide training when needed.
Education
High School Diploma - Medical Billing and Insurance Coding
UEI College
Anaheim, CA01.2018
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Business Tech of Anaheim
Anaheim, CA01.2000
Skills
- ICD-10-CM, CPT, HCPCS
- HIPAA compliance
- EHR
- Medicare/Medicaid and Private Insurance billing and coding
- CMS-1500 Claim Form
- Type 46 WPM, 10 Key 10,000 KPH
- Strong DME Experience
- Insurance Verification, Post Payment
- Strong Work Ethic
- Proficient with Microsoft Office Suite
- Call center management experience
- Good Written Communication
- Team Player
- Medical Terminology
- Customer service
- Customer engagement
- Verbal and written communication
- Sales proficiency
- Goal oriented
- Data entry
Timeline
Marketing
Excel Home Marketing
09.2021 - Current
Customer Service Representative
Optum Bank
10.2019 - 03.2020
Tele-med Marketer
Health Core
02.2019 - 10.2019
Medical Billing Intake Coordinator
Ability Makers
10.2018 - 01.2019
Confirmations Manager
Omega Home Remodeling
10.2017 - 02.2018
Confirmations specialist, appointment setting, data entry and lead dispatching
Reliant Home Solutions
09.2016 - 03.2017
Telemarketing Sales Representative
Family Choice Foods
07.2006 - 10.2014
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Business Tech of Anaheim
High School Diploma - Medical Billing and Insurance Coding
UEI College