Terri Densford
Louisville,KY
Summary
Personable and dedicated Customer Service Representative with extensive experience in both law and physical therapy industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Experience stepping into roles and quickly making positive changes to drive company success while focusing on customer satisfaction. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
Care Coordinator Manager/ Team Lead
ProRehab Louisville
Louisville, KY
10.2021 - Current
- Monitor staff performance and address issues for 30 employees at 20 clinics.
- Handle weekly staffing of 30 direct reports at 20 clinics.
- Enforce customer service standards and resolve customer problems to uphold quality service.
- Exercise good judgment and decision-making in escalating concerns and resolving issues.
- Delegate training of employees on additional job positions to maintain coverage of roles.
- Work closely with recruiters to interview and hire qualified candidates to fill open positions at 20 clinics.
- Review and make necessary corrections for time and attendance logs in order to approve for payroll.
- Update corporate calendar to reflect time off for all employees.
- Lead team meetings and one-on-one coaching sessions to continuously improve performance.
- Conduct quality, timely performance feedback and performance appraisals.
- Leverage leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Assign tasks to associates to fit skill levels and maximize team performance.
- Enhance team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Communicate company directives and programs to associates and ensure all follow-up items are completed accurately and timely.
- Create training modules and documentation to train staff.
Lead Patient Care Coordinator
ProRehab Louisville
Louisville, KY
10.2013 - 10.2021
- Scheduled evaluations and procedures for patients.
- Processed patient intake information and updated medical records prior to treatment.
- Completed insurance verifications and claim forms for patient intake and processing.
- Communicated with patients to ensure quality of care and develop care plans.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
- Provided administrative support for patient care staff.
- Received and routed care team messages and documents to appropriate staff.
- Troubleshot and resolved complex customer service issues to enhance patient and family experience.
- Demonstrated flexibility during changes to patient care practice.
- Compiled and maintained medical charts and reports in complex digital databases.
- Assured regulatory compliance and professionalism across patient service.
- Identified potential problems and patient care trends.
- Calculated sliding fee or special program adjustments relating to patient visits.
- Communicated with patients with compassion while keeping medical information private.
- Explained policies, procedures and services to patients.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Assisted with hiring and training of care coordinators or cross training of technicians.
Authorization Department Lead
ProRehab Louisville
Louisville, KY
07.2019 - 02.2021
- Oversaw department that handled insurance authorizations for 13 clinics.
- Provided accurate information to all parties, including patients, insurance providers, healthcare staff and office personnel by using effective written and verbal communication skills.
- Applied knowledge of Medicare, Medicaid and third-party payer requirements utilizing on-line eligibility systems to verify patient coverage and policy limitations.
- Contacted insurance carriers to obtain authorizations, notifications and pre-certifications for patients.
- Scheduled peer to peer reviews for therapists to discuss medical necessity with insurance providers.
- Notified ordering providers of denied authorizations.
- Coordinated resolutions for issues and appealed denied authorizations.
Concert Promoter
High Hat Entertainment
Louisville, KY
01.2006 - 05.2014
- Promoted concert events on social media and in press
- Identified appropriate venues for shows and assessed needs for equipment, seating and security.
- Answered event-related queries and some ticket sales
- Resolved issues between talent and managers of concert venues to maintain strong, professional relationships.
- Executed creative public relations strategies to effectively increase attendance for concerts at various venues
- Solidified relationships with partners, venues and bands, effectively building strong network of resources for future event planning.
- Negotiated contract terms to maintain favorable working conditions and compensation for clients.
Legal Secretary/Assistant
Various Firms
Louisville, KY
11.2000 - 10.2008
- Transcribed (from both tapes or over the shoulder dictation) and revised legal documents, letters, depositions and court documents.
- Coordinated and scheduled meetings and telephone conferences for multiple attorneys.
- Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials.
- Organized and prioritized case loads of up to 4 attorneys.
- Mentored junior team members and managed employee relationships.
- Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Proofed documents and submitted to attorneys for review.
Education
Some College (No Degree) - Paralegal Studies
Sullivan University
Louisville, KYSome College (No Degree) - Secondary Education
JCTCS
LouisvilleHigh School Diploma -
Ballard High School
Louisville, KYSkills
- Staff Management
- Staff development
- Issue and conflict resolution
- Supervision & leadership
- Training & development
- Relationship building
- Verbal and written communication
- Business administration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Care Coordinator Manager/ Team Lead
ProRehab Louisville
10.2021 - Current
Authorization Department Lead
ProRehab Louisville
07.2019 - 02.2021
Lead Patient Care Coordinator
ProRehab Louisville
10.2013 - 10.2021
Concert Promoter
High Hat Entertainment
01.2006 - 05.2014
Legal Secretary/Assistant
Various Firms
11.2000 - 10.2008
Some College (No Degree) - Paralegal Studies
Sullivan University
Some College (No Degree) - Secondary Education
JCTCS
High School Diploma -
Ballard High School
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