Terri Keller
McGregor,TX
Summary
Dynamic Insurance Customer Service Representative with proven expertise at BCBS/HCSC, excelling in customer satisfaction and claims processing. Recognized for meticulous attention to detail and active listening skills, consistently achieving first-call resolution. Adept at managing sensitive information according to HIPAA guidelines. While possessing skills in a dental office to include, patient rapport that contributed to a positive office environment and satisfied patients. Being able to handle many issues in a dental office, including making appointments, verifying insurance, posting payments and making daily deposits.
Overview
2026
2026
years of professional experience
Work History
Insurance Customer Service Representative
BCBS/HCSC
04.2022 - Current
- Assisted customers with inquiries, providing accurate product information and support.
- Maintained up-to-date knowledge of products, and services for effective assistance.
- Provided accurate information to customers regarding policy coverage and claims processes.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Set up customer payment plans to cover monthly policies.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
- Consistently met or exceeded performance goals related to customer service metrics.
- Adapted quickly to changing priorities, demonstrating flexibility in fast-paced environment.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
Dental Receptionist
Legends Dental
2022 - 2022
- Managed patient scheduling and appointment confirmations using dental software systems.
- Coordinated insurance verification.
- Assisted in maintaining organized patient records and documentation compliance.
- Communicated effectively with patients regarding treatment plans and follow-up care.
Insurance Customer Service Representative
Seniors Complete Insurance & Financial Agency
2021 - 2021
- Assisted in processing insurance applications and ensuring compliance with regulatory standards.
- Maintained detailed records of customer interactions and transactions for future reference.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Completed customer applications and updated records to reflect current information.
Administrative Assistant
State of Texas
06.2020 - 01.2021
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Volunteered to help with special projects.
- Performed research to collect and record industry data.
Front Office Assistant
Main Street Dental Care
11.2015 - 04.2020
- Supported daily office operations by managing appointment scheduling.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Greeted patients upon arrival, offered assistance, and answered questions to build rapport and retention.
- Supported staff members with duties of assisting the doctor chairside.
- Updated client databases regularly while maintaining accuracy in contact details comprehensively.
- Managed inventory supplies, reducing waste and ensuring availability of essential materials for daily operations.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Completed patient check-in processes by verifying insurance and submitting forms to dental team.
- Made accurate bank deposits successfully under tight deadlines ensuring proper handling and processing of company funds.
- Assisted in preparation of reports and presentations, enabling more informed decision-making processes.
- Enhanced patient experience by providing helpful information and answering queries with empathy and professionalism.
- Facilitated communication between patients and healthcare professionals to ensure timely and accurate information exchange.
- Improved team morale and office culture by recognizing birthdays and special events, fostering sense of community.
- Supported billing and accounting processes, contributing to financial health of office.
- Improved office ambiance and visitor comfort by maintaining clean and organized reception area.
- Contributed to positive first impression of office by greeting visitors warmly and professionally.
- Improved patient satisfaction with courteous and efficient handling of appointment scheduling.
- Volunteered to help with special projects.
- Increased client retention by providing exceptional service while managing check-in and check-out processes.
- Assisted in maintaining organized filing systems and data entry for client records.
- Communicated effectively with clients, addressing inquiries and providing information on services offered.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
Front Desk Agent
Brazos Family Dentistry
03.2000 - 11.2015
- Provided exceptional customer service to patients, addressing inquiries and resolving issues promptly.
- Supported daily office operations by managing appointment scheduling.
- Implemented efficient front desk procedures to enhance customer service experiences.
- Ensured compliance with company policies and procedures during daily operations at the front desk.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Reviewed and updated customer information in database for accuracy.
- Greeted patients upon arrival, offered assistance, and answered questions to build rapport and retention.
- Completed patient check-in processes by verifying insurance and submitting forms to the team.
- Made accurate cash deposits successfully under tight deadlines ensuring proper handling and processing of company funds.
- Supported billing and accounting processes, contributing to financial health of office.
- Improved office ambiance and visitor comfort by maintaining clean and organized reception area.
- Posted insurance and personal payments.
Education
Associate of Arts -
McLennan Community College
Waco, TX05-1986
Certificate of Technical Studies - Dental Assistant
Texas State Technical College
Waco, TXNo Degree - Speech-Language Pathology
University of North Texas
Denton, TXSkills
- Organization
- Insurance terminology
- Customer service
- Active listening
- Attention to detail
- Records management
- Insurance coverage verification
- Data entry
- Teamwork and collaboration
- Insurance claim forms review
- 10-key touch
- Appointment scheduling
- Billing software
- Claims processing
- Patient rapport
Timeline
Insurance Customer Service Representative
BCBS/HCSC
04.2022 - Current
Administrative Assistant
State of Texas
06.2020 - 01.2021
Front Office Assistant
Main Street Dental Care
11.2015 - 04.2020
Front Desk Agent
Brazos Family Dentistry
03.2000 - 11.2015
Dental Receptionist
Legends Dental
2022 - 2022
Insurance Customer Service Representative
Seniors Complete Insurance & Financial Agency
2021 - 2021
Associate of Arts -
McLennan Community College
Certificate of Technical Studies - Dental Assistant
Texas State Technical College
No Degree - Speech-Language Pathology
University of North Texas
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