Susan Fowler
Joplin,MO
Summary
Dynamic Customer Service Team Lead at CoxHealth at Home, recognized for enhancing patient satisfaction through effective problem-solving and training initiatives. Proven expertise in insurance verification and scheduling, coupled with strong communication skills, led to improved operational efficiency and exceptional service delivery. Committed to fostering collaborative team environments and exceeding client expectations.
Overview
24
24
years of professional experience
Work History
Customer Service Team Lead
CoxHealth at Home L.E. Cox Medical Center
01.2022 - 02.2024
- Patient care and order fulfillment
- Assist Intake with insurance and medical equipment training
- Build training guides and tools for new hires
- Scheduling and submitting PTO requests.
- Collaborate with other members of management to create new and improved processes to provide exceptional patient satisfaction.
- Durable Medical Equipment training for staff and employees.
- Microsoft Word
- Microsoft Office
- Loop
- Excel
- Brightree
- Cerner
- Teams
- Tigerconnect
- Microsoft 360
- Managed multiple projects simultaneously while meeting deadlines set by management team members.
- Updated patient files in accordance with company policy and procedure guidelines.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Greeted patients upon arrival and answered any questions they had about their visit.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Applied HIPAA privacy and security regulations while handling patient information.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Provided excellent customer service by responding to inquiries in a timely and professional manner.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Worked collaboratively with other departments such as billing, coding, clinical documentation improvement specialists when necessary.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
Internal Medicine Admissions Specialist
Southwest Internal Medicine Freeman Health System
Joplin, MO
01.2018 - 01.2022
- Data Entry
- Telecommunication
- Team Building
- Problem Solving
- Training
- Scheduling procedures and Imaging for patients
- Insurance verification, Prior Authorization, & Pre-certification
- Scheduling appointments for patients
- Scheduled weekly lunches for all 5 Physicians and Sales reps
- Daily Deposit and reconciliation
- Answered application and enrollment inquiries from public via telephone or email.
- Maintained accurate records of all communications with prospective students.
- Maintained up-to-date knowledge of regulatory and compliance requirements affecting admissions.
- Handled insurance claim duties and verified that each met standards of admissions.
- Instructed individuals on proper use of blood pressure monitors and other medical devices.
- Coordinated delivery schedules with third-party vendors for timely shipping of orders.
- Assisted patients in selecting the best equipment to meet their individual needs.
- Managed inventory levels of all durable medical equipment items in stock.
- Trained patients on how to properly operate medical equipment.
- Analyzed part lists to requisition parts for repairs.
- Repaired or replaced defective parts on durable medical equipment items when necessary.
- Informed patients about proper use of compression stockings, nebulizers, and urinary bags and answered questions in regards to these items.
- Provided technical support to customers regarding proper use of durable medical equipment items.
- Conducted in-service training for staff members on new products or services.
- Provided product demonstrations to customers and healthcare professionals.
- Demonstrated correct operation and preventive maintenance of medical equipment to personnel.
- Processed paperwork related to insurance claims, warranties and other documentation.
- Maintained accurate records of sales transactions and client information.
- Identified customer needs and recommended appropriate durable medical equipment solutions.
- Developed and maintained positive relationships with referral sources, such as physicians, hospitals, nursing homes and other medical facilities.
- Responded promptly to inquiries from existing or potential customers via phone, email or mail.
- Attended trade shows and conferences related to the durable medical equipment industry.
- Assisted with customer requests and answered questions to improve satisfaction.
- Recognized by management for providing exceptional customer service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Orthopedic Hospital Scheduling Specialist
Premier Surgical Institute
Galena , KS
01.2012 - 01.2014
- Data Entry.
- Telecommunication
- Training
- Scheduling procedures and imaging for patients.
- Scheduling appointments for patients
- Insurance verification and precertification
- Prior authorization
- Scheduled monthly ownership meetings for 9 surgeons
- Daily Deposit and reconciliation
- Office inventory and ordering
- Coordinated and scheduled appointments, ensuring efficient and timely organization of all events.
- Developed and maintained employee schedules to ensure proper coverage of shifts.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Created daily, weekly, and monthly reports for management staff.
- Conducted regular meetings with department managers to review scheduling needs.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Maintained accurate records of attendance and absences according to policy guidelines.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Collaborated with other departments on special projects requiring additional personnel resources.
- Scheduled and confirmed appointments.
- Investigated and analyzed client complaints to identify and resolve issues.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Oversaw the preparation of weekly work schedules for seasonal staff members.
- Coordinated company events with venues and advised staff of pertinent details.
- Provided training and guidance on scheduling processes to new employees.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Recognized by management for providing exceptional customer service.
Education
General Studies - General Studies
JOPLIN HIGH SCHOOL
Joplin, MO01.1994
Some College (No Degree) - Interior Design
JOHNSON COUNTY COMMUNITY COLLEGE
Overland Park, KSSome College (No Degree) - Early Childhood Education
MISSOURI SOUTHERN STATE UNIVERSITY
Joplin, MOSkills
- Customer Satisfaction
- Problem Solving
- Scheduling
- Telecommunications
- Computer Literacy
- Insurance Coverage & Benefit Verification
- Strong Communication
- Team Building
- Training & Education Skills
Timeline
Customer Service Team Lead
CoxHealth at Home L.E. Cox Medical Center
01.2022 - 02.2024
Internal Medicine Admissions Specialist
Southwest Internal Medicine Freeman Health System
01.2018 - 01.2022
Orthopedic Hospital Scheduling Specialist
Premier Surgical Institute
01.2012 - 01.2014
General Studies - General Studies
JOPLIN HIGH SCHOOL
Some College (No Degree) - Interior Design
JOHNSON COUNTY COMMUNITY COLLEGE
Some College (No Degree) - Early Childhood Education
MISSOURI SOUTHERN STATE UNIVERSITY
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