TERRI SPILDE
Conifer Health Solutions LLC
College Station,TX
2
Languages
1
Certification
21
years of professional experience
Service management professional with a track record of driving operational success and upholding high standards. Proven ability to lead teams, streamline processes, and improve service quality. Known for reliability and adaptability in dynamic environments, with strong skills in team collaboration and customer relationship management.
Work History
Patient Service Center Supervisor
4 Years 5 Months- Hired, trained, scheduled, evaluated, and mentored patient service representatives, scheduling teams, and support staff
- Monitored call queues and service levels to balance workload and reduce delays.
- Supervised service center staff to maintain consistent patient support and workflow adherence.
- Coached representatives on customer service standards, documentation, and issue resolution.
- Reviewed complex escalations and coordinated timely follow-up across internal departments.
- Enforced compliance with healthcare privacy, billing, and service center procedures.
- Prepared operational reports and communicated service issues to leadership.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Standardized operating procedures across multiple locations increasing consistency in both customer experience and employee performance expectations.
- Recruited, trained, developed, coached, and mentored service center employees to achieve peak performance levels.
- Enhanced patient satisfaction by addressing and resolving escalated issues promptly and professionally.
- Managed a team of customer service representatives, ensuring a high level of performance and productivity.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Resolved patient complaints, acting as a liaison between families and clinical providers, and work to improve overall patient satisfaction
- Manage patient flow, appointment scheduling, diagnostic tests, and admissions or discharges to minimize wait times
- Directed daily operations, aligning staffing, priorities, and workflow standards across multiple teams.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Ensured adherence to healthcare regulations such as HIPAA and OSHA, alongside internal hospital policies.
Medical Receptionist
6 Months- Welcomed visitors warmly, enhancing their overall experience and satisfaction.
- Verified insurance details and updated patient records in electronic medical systems.
- Coordinated reception area operations by efficiently answering calls, addressing inquiries, and routing calls to appropriate staff.
- Operated multi-line phone system efficiently and professionally while managing high call volume in accordance with organizational protocols.
- Provided superior patient support by responding to inquiries in an efficient and friendly manner.
- Resolved customer complaints and disputes promptly.
- Scheduled consultations, follow-ups, and treatment visits while balancing provider calendars and patient priorities.
- Handled cash and credit card payments with accuracy.
- Developed effective working relationships with staff, patients and medical offices to ensure satisfaction with services provided.
- Maintained confidentiality of sensitive information obtained through job duty.
- Maintained current knowledge of HIPAA compliance regulations to ensure the protection of sensitive data.
- Managed patient check-in, check-out, and appointment scheduling with accuracy and professionalism.
Financial Counselor
1 Year- Contacted insurance providers to obtain key information on patient benefits and submit documentation for accounts, ensuring accurate processing.
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Educated patients on financial matters and provided professional recommendations on services based on each clients individual needs.
- Facilitated communication between patients, doctors, and insurance providers to streamline claims processing.
- Built strong relationships with clients to enhance customer loyalty and support long-term engagement.
- Educated patients on financial matters and provided professional recommendations on services based on each clients individual needs.
- Provided excellent customer service to patients and medical staff.
- Met deadlines efficiently and exceeded monthly collection goals as a financial counselor.
- Met deadlines efficiently and exceeded monthly collection goals.
Patient Access Representative
2 Years 8 Months- Contacted insurance companies to gather essential information on policies and payment benefits for patients.
- Calculated patient cost-share portions with 100% accuracy to facilitate proper billing.
- Worked with clinical and administrative staff to address patient needs for relevant procedures.
- Collaborated with clinical and administrative staff to meet patients needs for applicable procedures.
- Communicated with patients with compassion while keeping medical information private.
- Ensured compliance with all HIPAA regulations regarding patient privacy and confidentiality.
- Created new patient charts to include personal and insurance information and reason for visit.
- Demonstrated strong organizational skills by accurately entering patient information into the electronic health record system.
Insurance Broker
1 Year 2 Months- Sought new clients through targeted networking efforts, expanding clientele base.
- Developed protection plans by calculating and quoting rates, ensuring immediate coverage and aligning with long-term strategies.
- Communicated with clients to assess needs and recommend tailored policies for optimal coverage.
- Obtained underwriting approval by completing application for coverage.
- Pursued continued professional development through insurance workshops, course and webinars.
Office Administrator
2 Years 11 Months- Utilized technology resources to help customers locate and select vehicles based on preferences.
- Tracked company inventories, organized excess stock, and arranged vehicles to support sales.
- Developed trusting relationships with customers by making personal connections.
- Communicated with customers regarding delinquent accounts to facilitate collection of outstanding amounts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Tracked company inventories, moved excess stock and arranged vehicles to improve sales.
- Executed updated marketing plans to increase branding exposure, customer traffic and sales.
Call Center Supervisor
3 Years 9 Months- Provided leadership and direction to team of 20+ call center representatives, ensuring customer satisfaction goals were achieved.
- Accomplished call center resource objectives by recruiting, training, selecting and orienting new employees.
- Facilitated individual coaching sessions with agents to realign productivity goals by conducting periodic reviews.
- Guided team to achieve rolling sales goals through consistent training on company systems, scripts and procedures.
- Evaluated employee performance & provided one on one training to increase bonuses.
- Facilitated regular meetings with staff to discuss performance metrics, objectives and feedback.
- Conducted coaching sessions with staff to enhance knowledge and communication skills, fostering individual and team development.
- Led regular meetings with staff to review performance metrics, set objectives, and provide constructive feedback.
- Helped new telemarketers learn best practices, communication strategies and performance standards.
Education
High School Diploma
Skills
Administrative support
Written communication
Operations oversight
Team leadership
Staff management
Staff training
Performance oversight
Performance reviews
Strong organizational skills
Attention to detail
Organizational proficiency
Verbal communication
Bilingual communication
Sales support
Time optimization
Strong administrative skills
Decision analysis
Excellent verbal skills
Complex problem resolution
Sales oversight
Patient engagement
Team collaboration
Complaint resolution
Policy compliance
Operations oversight
Workforce coordination
Revenue optimization
Policy enforcement
Complaint handling
Staff training and development
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 15+ staff members.
- Resolved product issue through consumer testing.
Certification
Life Insurance Broker, Texas Dept of Insurance, 2682776, 06/01/21
LANGUAGES
Spanish
Fluent
Timeline
Medical Receptionist
Cancer Clinic
01.2025 - 07.2025Read More
Financial Counselor
Conifer Health Solutions
01.2024 - 01.2025Read More
Patient Service Center Supervisor
Conifer Health Solutions LLC
05.2022 - CurrentRead More
Patient Access Representative
Conifer Health Solutions
05.2022 - 01.2025Read More
Insurance Broker
Roman Financial Group
03.2021 - 05.2022Read More
Office Administrator
The Corner Lot
08.2017 - 07.2020Read More
Call Center Supervisor
Texas State Fraternal Order of Police
03.2006 - 12.2009Read More
Adult Learning Center
High School Diploma
Read More