Terri Breaux
Midlothian,TX
Summary
Dedicated professional with extensive experience in customer relationship management and healthcare billing. Known for resolving inquiries efficiently and improving service processes, contributing to increased customer satisfaction and streamlined operations.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
Work History
Customer Advocate
United Healthcare
Midlothian, TX
10.2020 - 08.2025
- Provided support to members navigating health plan options and benefits.
- Resolved member inquiries through phone, email, and chat channels.
- Documented interactions accurately in customer relationship management systems.
- Identified trends in member feedback to improve service delivery.
- Actively participated in team meetings to discuss process improvements and updates.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Researched problems with benefits, accounts, and services with speed and accuracy.
- Developed strong relationships with customers by providing timely responses and solutions.
- Advised customers on product features, technical specifications, installation processes.
- Provided technical support and troubleshooting assistance for customers.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Regional Billing Supervisor
Emcare
Dallas, TX
03.2016 - 10.2020
- Supervised billing team to ensure accurate invoicing and timely payments.
- Trained staff on billing procedures and software for improved efficiency.
- Resolved customer inquiries related to billing discrepancies and charges.
- Implemented quality control measures to enhance accuracy in invoicing procedures.
- Maintained up-to-date knowledge of healthcare billing regulations and practices.
- Kept operations running smoothly and solved diverse problems by coordinating with customers, management and internal departments.
- Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements.
- Supervised a team of 20 billing clerks to ensure accuracy and efficiency in daily tasks.
- Performed periodic audits of customer accounts to verify accuracy of charges billed against actual services rendered.
- Evaluated accuracy and compliance of all documentation and reports.
- Maintained records of all transactions including billings, payments received, and any adjustments made to customer accounts.
- Conducted weekly meetings with staff to discuss performance metrics, goals, objectives, and other issues related to billing processes.
- Delegated work to staff, setting priorities and goals.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Recruited, interviewed and selected employees to fill vacant roles.
Education
BBA - Business Administration
Tarleton State University
Stephenville, TX 01.2018 - 05.2020
Associate of Applied Science -
Navarro College
Corsicana, TX 08.2015 - 08.2017
MBA - Healthcare Administration
University of Phoenix
Tempe, AZ 08.2020 - 08.2025
Skills
- Customer relationship management
- Technical support
- Healthcare billing
- Issue resolution
- Data analysis
- Communication strategies
- Problem solving
- Conflict resolution
- Training and development
- Customer services
- Complaint handling
- Persuasive communication
- Customer research
- Resolving conflicts
Timeline
Customer Advocate
United Healthcare
10.2020 - 08.2025
MBA - Healthcare Administration
University of Phoenix
08.2020 - 08.2025
BBA - Business Administration
Tarleton State University
01.2018 - 05.2020
Regional Billing Supervisor
Emcare
03.2016 - 10.2020
Associate of Applied Science -
Navarro College
08.2015 - 08.2017
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