Vicki Lynn Killinger
Jackson,TN
Summary
I am a very dedicated individual. I consider myself hard working, self-motivated, ambitious and ready to succeed in any given environment. I thrive on challenges and learning new things. I believe that I am friendly and get along well with others while I can very capably work on my own. I am seeking a position where I have the chance to grow and excel while giving my best to any employer
Overview
31
31
years of professional experience
Work History
Customer Service Representative Team Lead
TriZetto Provider Solutions
Earth City, MO
02.2020 - Current
- I have an extensive background with revenue cycle management.
- I have a complete understanding of the end to end medical billing process which includes but not limited to eligibility, charge posting, insurance and accounts receivable.
- I deal daily with payer communications.
- Demonstrate excellent communication skills in resolving product and consumer complaints.
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
- Educate customers on special pricing opportunities and company offerings.
- Maintaine knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- Consult with customers to resolve service and billing issues.
- Develope strong customer relationships to encourage repeat business.
- Answer incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Explain benefits, features and recommendations to maximize client retention.
- Mentor new employees on procedures and policies to maximize team performance.
- Exceed company productivity standards on consistent basis.
- Promot high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Improved overall call center performance with effective coaching and feedback to team members.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated staff performance and provided feedback to improve customer service delivery.
Workers Compensation Representative/Insurance Coordinator
Avectus Healthcare Solutions
08.2013 - 03.2020
- I was a Third Party Liability Coordinator for a company that supplied multiple trauma centers in the United States
- I dealt with patients in identifying all individuals and insurance involved in accidents
- I sent bills out to the payer along with a lien for payment
- I have knowledge and work experience in getting claim issues resolved in a timely fashion through communication with attorneys, insurance adjusters, and patients
- I am familiar with HIPAA laws, law, TPL insurance carriers and workers compensation carriers
- I have knowledge of 1505 and UB04 billing codes, pricing, hospital contracts, bundling charges, variance in physical therapy charges, and state to state WC pricing fees
- I have experience with regular office equipment, computers and various programs.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Insurance Follow-up Clerk
Magnolia Regional Health Center
07.2003 - 08.2013
- I was an insurance follow-up clerk in a hospital setting
- I was responsible for following up on all Medicaid and Medicare/Medicaid crossover claims
- I worked closely with case management on obtaining prior authorization on retro Medicaid claims
- Assessed and resolved discrepancies in account balances for timely resolution of accounting errors and correction before issuance of vendor invoices.
- I was very comfortable and proficient in regards to dealing with the Division of Medicaid
- I am experienced in keeping the revenue cycle of a claim minimal
- Worked closely with health insurance payers to obtain that goal.
Anesthesia Tech/Ward Clerk
Magnolia Regional Health Center
10.2000 - 07.2003
- I was responsible for ordering supplies, setting up carts and the general preparation of anesthesia needed for each surgery case
- I worked for the Surgery Short Stay department; acting as their ward clerk
- Maintained strong and trusting rapport with patients and all healthcare staff to build relationships.
- Monitored unit supply levels and notified management of ordering needs.
- Compiled physical and digital documents, charts and reports.
- Supervised order fulfillment and inventory management services to ease operations and support administrative and healthcare staff.
- I worked payroll for both of these departments
- I did scheduling in surgery and entered charges for them in the hospital system.
Radio Program Director/Morning Drive DJ
Progressive Broadcasting Company
12.1993 - 10.2000
- I was a radio on-air personality as well as the station Program Director
- My responsibilities included office management and accounts receivable
- Managed program operations and provided strategic leadership for workers.
- Fostered community connections and networks, driving collaborations with local organizations and businesses.
- I am proficient in writing and producing commercials as well as producing daily programs for all time slots.
Education
Bachelors of Art -
Mount Vernon Nazarene University
Mount Vernon, OhioB.A. - Communications, Broadcasting
Skills
- Report Creation
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Customer Account Management
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Upselling Products and Services
- Call Documentation
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Responding to Difficult Customers
- Understanding Customer Needs
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Customer Service
- Creative Problem Solving
- Adaptive Team Player
- Schedule Mastery
- Problem-Solving Abilities
- Microsoft Office Expertise
- Customer Relations
- Office Equipment Proficiency
- Inbound and Outbound Calling
- High-Energy Attitude
- Promotional Support
- Technologically Savvy
- Senior Leadership Support
- Call Center Operations
- Team Management
- Call center experience
- Complaint Handling
- Team coaching
- Staff Monitoring
- Issue Resolution
- Performance Evaluations
- Inbound and outbound calls
Timeline
Customer Service Representative Team Lead
TriZetto Provider Solutions
02.2020 - Current
Workers Compensation Representative/Insurance Coordinator
Avectus Healthcare Solutions
08.2013 - 03.2020
Insurance Follow-up Clerk
Magnolia Regional Health Center
07.2003 - 08.2013
Anesthesia Tech/Ward Clerk
Magnolia Regional Health Center
10.2000 - 07.2003
Radio Program Director/Morning Drive DJ
Progressive Broadcasting Company
12.1993 - 10.2000
Bachelors of Art -
Mount Vernon Nazarene University