Yaeesha Ballard
GetixHealth
Sugar Land,TX
28
years of professional experience
Customer support professional handling patient billing escalations, insurance follow-up, and payment resolution work aligned with Senior Customer Support Specialist scope. Manages complex account questions by researching multi-provider charges, coordinating with payers, and documenting outcomes clearly in system records. Keeps HIPAA compliance front and center while maintaining calm, accurate service during sensitive conversations.
Work History
CUSTOMER SUPPORT SPECIALIST
2 Years 6 Months- Handle 375 patient billing inquiries weekly and explain balances, due dates, and payment options clearly.
- Research complex billing issues involving multiple providers or services to clarify charges and account activity.
- Process credit card payments accurately in line with office policy and document each transaction in Microsoft Outlook.
- Maintain HIPAA compliance by protecting patient information and handling sensitive records with discretion.
- Resolve payment discrepancies between patients and insurers while interpreting claim details and account notes.
- Update patient accounts and record details in company systems to keep billing information current.
DATA ANALYST II
4 Years 1 Month- Generated 1000 performance reports monthly to monitor key operational metrics and data quality.
- Generated [number] performance reports monthly to monitor key operational metrics and data quality.
- Analyzed 250 data trends weekly to surface business insights and support decision-making.
- Educated teams on analysis methods, issue identification, and risk assessment to strengthen decision-making.
- Provided data-driven recommendations that supported business decisions and improved analytical consistency.
- Reviewed large datasets to identify patterns, correlations, and exceptions affecting operational performance.
- Tracked business and market data to evaluate trends and provide supporting evidence for research findings.
- Monitored process efficiencies and flagged data integrity exceptions for follow-up and correction.
CUSTOMER SERVICE REP
7 Years- Completed 2000 monthly patient account updates and processed member payments with accurate recordkeeping.
- Handled 500 weekly inbound calls while providing clear support and resolving routine member questions.
- Handled [number] weekly inbound calls while providing clear support and resolving routine member questions.
- Verified Medicare and pharmacy benefits to confirm coverage and support members with eligibility questions.
- Processed pharmacy overrides and helped members resolve prescription access issues quickly.
- Explained drug formularies and enrollment benefits in plain language to improve member understanding.
- Updated member demographics and contact details to keep records current and accurate.
- Transferred members to the correct division and helped them locate physician offices.
COLLECTION SPECIALIST
12 Years 5 Months- Handled 100 inbound and outbound customer calls daily for account support and issue resolution.
- Assisted customers with account information, including billing details and general account questions.
- Transferred calls to the correct department, reducing delays in customer issue routing.
- Handled escalated customer complaints with professionalism and steady communication.
- Updated customer records with address, name, and payment card changes.
- Supported inbound and outbound customer service across a high-volume call center environment.
Education
Skills
Customer service
Data entry
Microsoft Outlook
Microsoft Word
Phone etiquette
Insurance verification
Payment processing
Claims follow-up
Account reconciliation
Patient account updates
EOB interpretation
Claims denial management
Medicare billing guidelines
Collections procedures
Leadership Experience
Ability to understand, manage, and handle emotions. I have good communicator skills as well as great problem-solving skills to make quick decisions, resolve obstacles within a team.
Timeline
CUSTOMER SUPPORT SPECIALIST
GetixHealth
05.2024 - CurrentRead More
DATA ANALYST II
MRI APARTMENT DATA
10.2019 - 11.2023Read More
CUSTOMER SERVICE REP
CONDUENT
08.2012 - 08.2019Read More
COLLECTION SPECIALIST
LTD FINANCIAL SERVICE
03.1999 - 08.2011Read More
Willowridge High School
Read More
Houston Community College
Read More