Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Toya Bates

Oberlin,PA

Summary

My resourcefulness and ambitious demeanor, results-driven work ethic, enable me to flourish in business operations. I am most interested in a position that offers broader opportunities for professional and personal advancement, a chance to create a workplace that emanates teamwork and positivity.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

28
28
years of professional experience

Work History

Patient Service Representative

UPMC
07.2022 - Current
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Resolved customer complaints using established follow-up procedures.
  • Assisted patients in filling out check-in and payment paperwork.
  • Greeted and assisted patients with check-in procedures.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Delivered support to medical staff in completion of patient paperwork.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Investigated insurance claims denials and appeals.
  • Balanced deposits and credit card payments each day.
  • Used Software to schedule appointments.
  • Handled customer service inquiries in person, via telephone and through email.
  • Built and maintained positive working relationships with patients and staff.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Verified patient insurance eligibility and entered patient information into system.
  • Took copayments and compiled daily financial records.
  • Answered incoming calls, scheduled appointments and filed medical records.

Customer Service Representative

Pennsylvania Higher Education Assistance Agency, PHEAA
09.2005 - 07.2022
  • Answered constant flow of customer calls with minimal wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Implemented and developed customer service training processes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Cross-trained and provided backup support for organizational leadership.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provide coaching, mentoring and training for new hires
  • Handled customer inquiries and suggestions courteously and professionally.
  • Recognized for the immediate and accurate processing of the following documents and processes (Emails, school certifications, Teacher Loan Forgiveness, deferment, forbearance, repayment schedules, date of birth and SSN changes, credit disputes
  • Assisted borrowers with troubleshooting and resolving technical issues

Head Bank Teller

Allfirst Bank
03.1999 - 09.2005
  • Assisted with training of new tellers on policies and procedures.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Calculated fees due, interest and change for customer transactions.
  • Processed applications for new accounts.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Maintained friendly and professional customer interactions.
  • Generated monthly reports on customer activity and customer feedback.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Executed wire transfers, stop payments and account transfers.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Handled various accounting transactions.
  • Referred customers to other banking departments for specialized services.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Counted, verified and handled bank deposits and armored car transactions.

Daycare Worker

Hildebrandt Learning Center
06.1995 - 03.1999
  • Facilitated learning through play, stories and outdoor activities for successful child outcomes.
  • Encouraged children to develop healthy social and emotional skills.
  • Created and implemented diverse educational strategies to boost development.
  • Taught children to organize toys, wash hands, and share by leading by example.
  • Liaised with parents and guardians to discuss child progress.
  • Meticulously sanitized toys and play equipment.
  • Maintained effective schedule balance between rest periods, active play, and instruction.
  • Introduced children to educational games and activities to boost learning.
  • Maintained child-friendly environment with access to outdoor activities.
  • Monitored entrances and exits to maintain safety and organized environments.
  • Assisted in potty training and other daily hygiene activities to support child development.
  • Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
  • Applied positive behavior management techniques to enhance social interactions and emotional development.
  • Developed age-appropriate activities and crafts to engage children.
  • Provided emotional support and guidance to children during difficult times.

Education

Diploma - College Prep

Steelton High School
Steelton, PA
06.1995

Skills

  • Medical Billing
  • Document Filing
  • Chart Pulling
  • Insurance Information Collection
  • Office Administration
  • System Updates
  • Patient Registration
  • Payment Collection
  • Financial Needs Determination
  • Patient Engagement
  • [CRM Software Expert
  • Multi-Line Telephone Systems
  • Routing Lab Results
  • HIPAA Compliance
  • Appointment Scheduling
  • 50 WPM Typing Speed
  • Punctual and Hardworking
  • Microsoft Word
  • Lotus Notes
  • Microsoft Excel
  • Credit Card Payment Processing
  • Minute Taking
  • CRM Software
  • Critical Thinking

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

"Sometimes you have to do addition by subtraction "
Toya Bates

Timeline

Patient Service Representative

UPMC
07.2022 - Current

Customer Service Representative

Pennsylvania Higher Education Assistance Agency, PHEAA
09.2005 - 07.2022

Head Bank Teller

Allfirst Bank
03.1999 - 09.2005

Daycare Worker

Hildebrandt Learning Center
06.1995 - 03.1999

Diploma - College Prep

Steelton High School

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Toya Bates