Theresa Osterhout
Springfield,Oregon
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
EBO Customer Service Representative Medical
State Collection Service (U Of W Medical Center)
Madison , WI
2021.06 - Current
- Makes and answers calls for University of Washington Medical Center using established Work Ques and call pools as necessary.
- Responds to requests for information by patients in a professional through, explainable manner.
- Acts to gain Payment or Payment Arrangement on behalf of UWMC.
- Follows UWMC specific protocols and policies when carrying out duties.
- Investigates and responds to client inquiries as needed.
- Enters and monitors Payment Arrangements.
- Enters and updates data and dispositions regarding patient accounts accurately on a timely basis.
- Sends and Processes Correspondence in a complete, accurate and timely manner.
- Adheres to all FDCPA, FCRA, HIPPA and other applicable laws.
- Adheres to all SCSI policies and procedures
- Participates in Training department and company meets as required.
- Verifies balances and other patient account data as needed with clients.
- Clearly communicates with management regarding problems and opportunities for resolution on a timely basis.
- Utilizes company and client information systems successfully to gain results as a part of daily Duties. (Artiva, Epic, Word, Outlook, Excel)
- Evaluates accounts for charity programs or long term payment arrangements.
Call Center Credit Representative
Professional Credit Services
Springfield , OR
2012.12 - 2013.12
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Use state-of-the-art technology and communicate with Consumers via phone, live chat, email and text.
- Take inbound and outbound calls with utmost professionalism and courtesy.
- Navigate cutting edge Customer Relationship Management (CRM) software.
- Learned negotiation and sales techniques applicable to all industries.
- Negotiated payment agreements, resolve customer concerns and help consumers get out of debt.
- Used General Computing Skills on a daily basis.
- Did over the phone Check, CC and Debit Card Payments.
- Set up Recurring Payments.
Customer Service Representative Specialist
Lane Community College Titan Bookstore
Eugene , OR
2010.09 - 2012.12
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Reorders, stocks and prices a wide variety of supplies and creates store displays and promotion
- Creates Pricing Labels
General Manager
Digital Day Dream'n
Newark , CA
2002.06 - 2010.04
- Managed budget implementations, employee reviews, training, schedules.
- Maintained all customer files.
- Did the Sales Tax Report for California quarterly and submitted them to the State Board of Equalization.
- Maintained all Financial Information in Quickbooks. Including Accounts Payable, Accounts Receivable, Contract Budgeting, Inventory Control etc..)
- Payroll
- Maintained all Business Licenses and Contractor Licenses.
- Maintained Liability Insurance on Contractor's Bond.
- Data Entry
- Answered Phones and Scheduled Appointments.
- Ordered Supplies for Contracts.
- Created all HR and Personnel Forms and kept all HR and Personnel Records.
Buyer's Assistant
Gyricon Media, Inc.
Palo Alto , California
2001.04 - 2002.05
- Maintained complete documentation and records of all purchasing activities.
- Computed and created purchase orders to monitor stock levels, verify purchase requisitions and expedite customer orders.
- Maintained focus and organization to regularly complete tasks with precision, timeliness and flexibility to accommodate fluctuating assignments and emerging business trends.
- Documented purchasing information in to maintain detailed and accurate records.
- Obtained quotes and Placed Orders
- Expedited Orders
- Processed RMA Returns.
- Prepare Service Agreements and Contracts under the direction of the Purchasing Manager.
- Assisted in the transfer of the Operations to the new Manufacturing Plant in Michigan
HR and Administrative Coorinator
Graphic Microsystems, Inc.
Sunnyvale , CA
2001.05 - 2002.04
- Prepared new hire letters, employee contracts and corporate policies.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Managed benefits enrollment by answering questions and aiding employees with login details.
- Updated HR database with new employee information, changes in benefits and other details.
- Answered employee inquiries regarding health benefits and 401k options.
- Liaised between multiple business divisions to improve communications.
- Ordered Office Supplies for the Entire Office.
- Compiled Monthly Management Review Reports and Scheduled Monthly Management Meeting.
- Supervised Receptionist and relieved Receptionist for Breaks and Lunch.
- Helped arranged Company Functions.
- Managed facility Repairs.
- Worked with Payroll to Resolve Payroll Issues.
Administrative Assistant
Calyx Therapeutics, Inc.
Hayward , CA
1999.03 - 2000.05
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Generated reports and typed letters in Word.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Processed invoices and expenses using QuickBooks to facilitate on-time payment.
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
- Arranged rapid office equipment repair and maintenance with vendors.
- Maintained staff directory and company policy handbook for human resources department.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
- Created detailed expense reports and requests for capital expenditures.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Organized and updated schedules for executives.
- Prepared presentations, materials and documentation for use executives in meetings and engagements.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Processed Payroll through ADP
Receptionist, Medical Records Clerk, Medical M.A.
Neuro Surgery Specialists
Eugene, , OR
1995.01 - 1997.12
- Obtained all prescribed laboratory testing.
- Compiled necessary documents for surgical billing packages.
- Tested and recorded blood glucose levels.
- Ambulated, turned and positioned patients.
- Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.
- Ordered and prepared reagents and supplies.
- Prepared initial patient charts for admission.
- Arranged surgeries with surgical center, confirming times with patients and preparing admission and consent forms.
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
- Uploaded physician progress notes, history and physicals into electronic medical records.
- Gathered patient information by collecting demographic information from variety of sources.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Maintained patient records in compliance with security regulations.
- Confirmed appointments, communicated with clients and updated client records.
- Obtained client medical history, medication information, symptoms and allergies.
- Corresponded with clients through email, telephone or postal mail.
- Collected and documented patient medical information such as blood pressure and weight.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Maintained patient confidence by keeping patient records information confidential.
- Kept records in CRM to maintain customer data.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Processed medical records requests from outside providers according to facility, state and federal law.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Called and faxed pharmacies to submit prescriptions and refills.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Taught patients about medications, procedures and care plan instructions.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Obtained Prior Authorizations for Surgery.
- Scheduled Surgery at the Local Hospital
- Assisted in Book Keeping when Needed.
- Organizing and Checking X-Rays Into the Office.
- Removed Patients Staples and Sutures.
- Assisted with Steriod Injections
Sterile Processing Technician
Sacred Heart Medical Center
Eugene , OR
1994.01 - 1996.12
- Assessed instruments, equipment and containers to promote cleanliness and proper functioning.
- Wrapped trays, instrument packs and sets.
- Verified and maintained proper documents and records for sterilization.
- Identified parameters and sterilization method required for each item to be sterilized.
- Inspected sterile package integrity prior to distribution.
- Corrected instrument sets according to current standards and established count sheets and instrument tracking systems.
- Recorded biologicals and test results.
- Picked instruments and supplies for surgeries.
- Gathered and set up equipment, tools and supplies and arrange instruments according to surgeons' preferences or instruction.
Receptionist Clerk
Robert L. Bowen M.D.
Eugene , OR
1986.01 - 1987.12
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered central telephone system and directed calls accordingly.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Confirmed appointments, communicated with clients and updated client records.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Supported various administrative duties by proofreading, transcribing and invoicing.
- Handled Medical Records Inquiries.
- Assisted in Exam Rooms.
- Handled Accounts Receivable and was Responsible to Make sure the Deposit to the Bank was done each day.
Education
High School Diploma -
Pleasant Hill High School
Pleasant Hill, OregonNo Degree - International Business
Lane Community College
Eugene, ORNo Degree - International Business
The American College In London
London, UKSkills
- Refund Processing
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Customer Account Management
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- POS Systems
- Issue and Complaint Resolution
- Responding to Difficult Customers
- Call Documentation
- Upbeat and Positive Personality
- Understanding Customer Needs
- Inquiry Requests
- Telephone Management
- Report Creation
- Inbound and Outbound Calling
- Credit Card Payment Processing
- Call Transfers
- Electronic Information Systems
- Auto Dialers
- Consulting Supervisors
- Policy and Procedure Adherence
- Document and Records Management
- Recommending Solutions
- Corrective Actions
- Patient and Empathetic
- Skilled in Microsoft Office
- Generating Receipts
- Computer Proficiency
- Critical Thinking
- Proactive Self-Starter
- Answering Emails
- Excellent Attention to Detail
- Statement Billings
- Directing Calls
Timeline
EBO Customer Service Representative Medical
State Collection Service (U Of W Medical Center)
2021.06 - Current
Call Center Credit Representative
Professional Credit Services
2012.12 - 2013.12
Customer Service Representative Specialist
Lane Community College Titan Bookstore
2010.09 - 2012.12
General Manager
Digital Day Dream'n
2002.06 - 2010.04
HR and Administrative Coorinator
Graphic Microsystems, Inc.
2001.05 - 2002.04
Buyer's Assistant
Gyricon Media, Inc.
2001.04 - 2002.05
Administrative Assistant
Calyx Therapeutics, Inc.
1999.03 - 2000.05
Receptionist, Medical Records Clerk, Medical M.A.
Neuro Surgery Specialists
1995.01 - 1997.12
Sterile Processing Technician
Sacred Heart Medical Center
1994.01 - 1996.12
Receptionist Clerk
Robert L. Bowen M.D.
1986.01 - 1987.12
High School Diploma -
Pleasant Hill High School
No Degree - International Business
Lane Community College
No Degree - International Business
The American College In London
Similar Profiles
Khaira Davidson-HassanKhaira Davidson-Hassan
Account Resolution Specialist at State Collection ServiceAccount Resolution Specialist at State Collection Service
Monique BrownMonique Brown
Healthcare Customer Service Representative at State Collection ServiceHealthcare Customer Service Representative at State Collection Service
SHELLY DRANESHELLY DRANE
EBO Representative-Remote at State Collection ServiceEBO Representative-Remote at State Collection Service