Victoria Stephens
Antioch
Summary
Highly organized Clinical Administrative Coordinator with [Number] years of efficiently managing successful medical offices. Dedicated to maintaining excellent patient care through meticulous scheduling and careful charting. Eager to improve health and financial outcomes by tirelessly addressing patient concerns and relentlessly monitoring accounts receivable.
Overview
16
16
years of professional experience
Work History
Associate Clinical Administrative Coordinator
United Healthcare, UHG
07.2022 - Current
- Reviewed cases to determine need for escalation.
- Provided comprehensive administrative support to department staff.
- Assembled charts for new patients, confirming inclusion of requested medical history and diagnostic information.
- Maintained high-level knowledge of federal and [State] regulations on patient privacy.
- Verified and reconciled service charges with insurance companies and payment providers.
- Investigated claims to check billing status.
- Assisted patients in adhering to prescribed care models via phone and email communications.
- Managed patient scheduling and rescheduling, directing related billing issues to [Job title].
- Provide ongoing case management to patients to implement appropriate treatment plan, adhere to quality models and maximize utilization of services needed to achieve optimal outcomes.
- Implemented ongoing learning strategies such as tutorials, instructional modules, and supervised hands-on sessions to help nurses and staff improve understanding of medical equipment and care best practices.
- Monitored, analyzed and corrected staff performance and worked with nurse manager to raise standards of practice.
Unemployment Claims Specialist
EDD
01.2021 - 01.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concern.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Inputted all gathered information and researched data on applicants into computer system using [Software].
- Wrote job orders from employers to record accurate description of required job duties, working hours and wages.
Online Banker\Customer Service Representative
Wells Fargo & Company
06.2019 - 08.2022
- Answered live online chats to give quick answers and solve problems faster.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Documented and updated customer records in [Software] to record interactions and facilitate follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
Customer Service Representative
Old Republic Home Protection
06.2018 - Current
- Manage up to 100 inbound and outbound calls
- Assist customers with setting up appointments, place tickets or direct them to the appropriate department
- Receive inbound calls to authorize work to be done and direct escalated calls
- Interpret signal activity and follows action patterns and special instructions for proper handling.
Dispatcher
Safe Security
01.2018 - 05.2018
- Provides information to responsible contact personnel with regards to events transpiring on site
- Handles incoming calls from customers and dealers for system testing
- Places new accounts on line and enters account, zone, and contact data
- Provides reports of activity to requesting customers and dealers
- Handles trouble signals including customer and/or dealer notification and creation of service jobs
- Takes incoming calls for service and creates service jobs
- Creates internal Actions for follow-up communications with customers from other departments
- Updates customer contact information based on faxes, emails, or customer calls
- Reads back system signals for Technicians, customers, or authorities testing systems
- Answers basic business questions asked by customers
Customer Service Rep
Superior Vision
12.2016 - 12.2017
- Responsible for providing exceptional customer service, while answering incoming member and provider telephone inquiries in a manner that is always respectful and courteous
- Proficient use of proprietary administration systems to respond to customer inquiries and requests adhering to defined customer service standards
- Ability to identify and satisfy unique eligibility circumstances (e.g
- Member not on file, member termed and/or split benefits etc.)
- Act as a liaison coordinating efforts between, member, provider, client representatives and the manufacturing facilities.
Customer Service Representative
Envisioned Options
04.2016 - 10.2016
- Receive inbound calls for pharmaceutical companies and their benefits
- Made outbound calls to inquire on status from pharmacy doctor’s office to ensure member satisfaction
- Process information in regards to pharmacy needs
Customer Service Representative
Vee No’s Café
08.2012 - 03.2016
- Respond to inbound calls and made outbound calls from vendors regarding orders submitted and placement of new orders
- Assist customer with requests as well as performed troubleshooting
- Maintain detained records and investigated customer complaints
Customer Service Representative
AT&T
05.2010 - 06.2012
- Respond to inbound calls and manage outbound calls
- Assist customers and all callers with requests, information and direction
- Provide an elevated customer experience through focused and professional actions
Customer Service Representative
Future Market Tele Center
02.2007 - 04.2010
- Placed outbound calls to various companies for contributions, explaining services provided, responding to questions, and providing needed information
- Perform data input of information given
- Provide excellent customer service, ensuring all details were completed
Education
No Degree - Certified Nursing Assistant
MIssion Carmichael
Carmichael, CA02.2000
High School Diploma -
Grant High School ,Ca
Sacramento09.1994
Skills
- Patient Services Management
- Claims Assessments
- Clinical Quality Improvement
- Direct Patient Care
- Policy Implementation
- Employee Performance Evaluations
- HIPAA Compliance
- Medical Terminology
Accomplishments
- Managed care for over 80 patients.
Timeline
Associate Clinical Administrative Coordinator
United Healthcare, UHG
07.2022 - Current
Unemployment Claims Specialist
EDD
01.2021 - 01.2022
Online Banker\Customer Service Representative
Wells Fargo & Company
06.2019 - 08.2022
Customer Service Representative
Old Republic Home Protection
06.2018 - Current
Dispatcher
Safe Security
01.2018 - 05.2018
Customer Service Rep
Superior Vision
12.2016 - 12.2017
Customer Service Representative
Envisioned Options
04.2016 - 10.2016
Customer Service Representative
Vee No’s Café
08.2012 - 03.2016
Customer Service Representative
AT&T
05.2010 - 06.2012
Customer Service Representative
Future Market Tele Center
02.2007 - 04.2010
No Degree - Certified Nursing Assistant
MIssion Carmichael
High School Diploma -
Grant High School ,Ca
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