Yolonda Cushingberry
Indianapolis,IN
Summary
Motivated Representative offering more than 27 years
of experience in healthcare and customer service.
Overview
20
20
years of professional experience
Work History
Patient Account Representative 11
Eskenazi Health
Indianapolis, Indiana
10.2001 - 08.2015
- Communicate directly with patients, and providers, in order to resolve claims issues, and managed high call volume with tact and professionalism.
- Communicated pertinent information to clients via phone, email, and mail. Reconciled statements with patient records.
- Worked with patients as well as insurance companies to resolve issues with billing, claims, and payments.
- Responded to thepatient, family, and external payer inquiries.
- Verified patient eligibility and claims status with insurance agencies.
- Filed and followed up on third-party claims.
- Interacted with providers and other medical professionals regarding billing and documentation policies, procedures, and regulations.
- Submitted electronic/paper claims documentation for timely filing.
- Responded to correspondence from insurance companies.
- Identified and resolved patient billing and payment issues.
- Examined patients' insurance coverage, deductibles, possible insurance carrier payments, and remaining balances not covered under their policies when applicable.
- Electronically submitted bills according to compliance guidelines.
- Precisely evaluated and verified benefits and eligibility.
- Handled 120 calls per day to address customer inquiries and concerns
Patient Account Representative
Methodist Medical Group
Indianapolis, IN
05.1998 - 05.2001
- Answered a constant flow of customer calls.
- Addressed and resolved patient complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched, and resolved customer service issues.
- Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center environment.
- Managed high call volume with tact and professionalism.
- Communicated with outside vendors on behalf of attorneys and legal departments.
- Assisted counsel in preparing answers, and providing documentation and information for a discovery request.
- Conducted skip traces to obtain case participant information.
- Communicated pertinent information to clients via phone, email and mail.
- Created and maintained computerized record management systems to record and process data and generate reports.
Customer Retention Specialist
Indianapolis Star and Newspapers
Indianapolis, Indiana
02.1995 - 08.1998
- Answered ahigh volume of calls per day by addressing customer inquiries, solving problems, and providing new product information.
- Effectively communicated with and supported sales, marketing, and administrative teams on a daily basis.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.
- Processed daily invoices and billed renewed invoices to clients.
- Helped drive sales goals and achieve monthly quotas.
- Contacted customers to follow up on purchases, upgrades and suggest new merchandise, and inform them about promotions.
Education
Business Administration
Ashford University
Clinton, IA2016
High School Diploma - undefined
Ben Davis High School
Indianapolis, IN1996
Skills
- Medical terminology knowledge
- Local/state health laws knowledge
- Multi-line phone talent
- Strong verbal communication
- Flexible and Adaptable
- Excellent Communication
- Multitasking Abilities
- Knowledge of Medicaid, Medicare Dedicated team player
- Knowledge of Medicaid statutes and regulations
- Creative problem solver
- Calm and Professional Under Pressure
- High-Volume Environments
- Inbound and Outbound Calling
- Call Volume and Quality Metrics
- Documentation
Timeline
Patient Account Representative 11
Eskenazi Health
10.2001 - 08.2015
Patient Account Representative
Methodist Medical Group
05.1998 - 05.2001
Customer Retention Specialist
Indianapolis Star and Newspapers
02.1995 - 08.1998
Business Administration
Ashford University
High School Diploma - undefined
Ben Davis High School
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