Tonya Nelson
Summary
Customer service professional with reputation for achieving high customer satisfaction and team performance. Proven track record of effectively managing customer interactions and resolving issues promptly. Known for fostering collaborative team environments and adapting to dynamic workplace needs. Skilled in conflict resolution and communication, ensuring consistent results and reliability.
Experienced with managing medical collections and resolving outstanding patient accounts. Utilizes effective communication and negotiation techniques to ensure timely payments. Track record of maintaining accurate records and navigating complex billing systems.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Globe Life
08.2025 - Current
- Assisted customers with policy inquiries, providing accurate information and solutions.
- Processed claims efficiently, ensuring timely resolution and customer satisfaction.
- Educated clients on coverage options, enhancing understanding of insurance products.
- Resolved complaints by identifying issues and implementing effective solutions promptly.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Collaborated with underwriters to clarify policy details and improve service delivery.
Medical Collections Representative
HCA Healthcare Inc.
06.2021 - 08.2023
- Managed patient accounts, ensuring timely collections and adherence to billing policies.
- Facilitated communication between patients and healthcare providers regarding outstanding balances.
- Resolved billing inquiries by investigating discrepancies and coordinating with internal departments.
- Implemented process improvements to enhance collection strategies and reduce aging accounts receivable.
- Maintained 95% revenue recovery rate.
Customer Advisor
HCA Healthcare Inc.
12.2020 - 05.2021
- Provided expert guidance on healthcare services to enhance patient satisfaction and care experience.
- Assisted patients with inquiries, ensuring accurate information delivery and timely resolutions.
- Collaborated with multidisciplinary teams to streamline communication and improve service efficiency.
- Trained new staff on customer service protocols and best practices in a healthcare setting.
- Maintained comprehensive knowledge of HCA Healthcare policies to support compliance and operational excellence.
Client Services Member Representative
Automated Collection Services
05.2015 - 11.2016
- Managed client inquiries, providing accurate information and resolving issues efficiently.
- Assisted in onboarding new clients, ensuring smooth transition and satisfaction.
- Collaborated with team members to streamline service processes and enhance client experience.
- Maintained detailed records of client interactions, improving data accuracy and retrieval times.
Team Lead
Automated Collection Services
12.2013 - 05.2015
- Led cross-functional teams to streamline project workflows and improve overall productivity.
- Mentored team members, fostering skill development and enhancing team performance.
- Implemented process improvements that increased operational efficiency and reduced project timelines.
- Collaborated with stakeholders to define project goals and align team efforts with strategic objectives.
- Analyzed performance metrics to identify areas for improvement and drive continuous enhancements.
Collector Agent
Automated Collection Services
03.2013 - 12.2013
- Managed collections process, ensuring compliance with regulations and company policies.
- Developed effective communication strategies to negotiate payment arrangements with clients.
- Analyzed customer accounts to identify patterns and recommend solutions for debt resolution.
- Trained and mentored junior agents on best practices in collections techniques and customer service.
Patient Support Services Lead
HCA Healthcare Inc.
10.2005 - 08.2012
- Assist with development of call center operations, quality, and training processes.
- Oversaw functions of medicare requests for over 20 locations.
- Assisted Customer Service Manager and Support Service Manager with maintaining logs, scheduling and escalations.
- Correspons with Tenncare division, Medicare, Medicaid, and United Healthcare.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Reviewed and processed zero pay EOB denials.
- Determined return on universal billing issues and forwarded to correct department.
Customer Service Supervisor
HCA Healthcare Inc.
05.2003 - 10.2005
- Supervised daily operations, ensuring compliance with healthcare regulations and policies; handled escalations and managed schedules.
- Trained and mentored customer service representatives to enhance performance and service quality.
- Implemented process improvements that streamlined customer interactions and reduced response times.
- Developed training materials to enhance staff knowledge on customer service best practices.
Customer Service Representative
HCA Healthcare Inc.
06.2001 - 04.2003
- Assisted customers with inquiries and product information, ensuring satisfaction and timely responses.
- Processed customer orders and returns accurately, maintaining organized records in CRM system.
- Collaborated with team members to resolve complex issues, enhancing overall service delivery.
- Demonstrated adaptability in handling diverse customer interactions across various communication channels.
- Effectively handled inbound calls from customers, insurance companies, and physician offices.
Collections Representative
HCA Healthcare Inc.
06.2000 - 05.2001
- Managed collections processes to ensure timely payments from patients and insurance providers.
- Resolved billing discrepancies through detailed account analysis and effective communication with clients.
- Collaborated with cross-functional teams to streamline collections workflow and enhance customer experience.
- Executed outbound calls to Tenncare for collections and payment of account; 85% revenue recovery rate.
Education
BBA - Business
University of Arizona
05-2028
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Team management
- CRM software
- Call center experience
- Complaint handling
- Team coaching
Timeline
Customer Service Representative
Globe Life
08.2025 - Current
Medical Collections Representative
HCA Healthcare Inc.
06.2021 - 08.2023
Customer Advisor
HCA Healthcare Inc.
12.2020 - 05.2021
Client Services Member Representative
Automated Collection Services
05.2015 - 11.2016
Team Lead
Automated Collection Services
12.2013 - 05.2015
Collector Agent
Automated Collection Services
03.2013 - 12.2013
Patient Support Services Lead
HCA Healthcare Inc.
10.2005 - 08.2012
Customer Service Supervisor
HCA Healthcare Inc.
05.2003 - 10.2005
Customer Service Representative
HCA Healthcare Inc.
06.2001 - 04.2003
Collections Representative
HCA Healthcare Inc.
06.2000 - 05.2001
BBA - Business
University of Arizona