Yvonne M Wilson
Tucson,AZ
Summary
Seeking an entry level Medical Billing and Coding position in the medical field that will utilize my strong organizational skills, customer service experience and education to contribute to the practices growth.
Overview
23
23
years of professional experience
Work History
Virtual Customer Service Representative
Afni Riverside
Tucson, AZ
09.2025 - 03.2026
- Delivered exceptional virtual customer service by effectively resolving inquiries and enhancing overall customer satisfaction.
- Educated customers on product features and services, empowering them to make informed purchasing decisions.
- Coordinated with cross-functional teams to streamline issue resolution processes and improve response times.
- Leveraged CRM tools to document interactions accurately, facilitating seamless communication and follow-up actions.
- Resolved complex issues through critical thinking, leading to improved customer loyalty and retention rates.
- Assisted customers in navigating online resources, guiding them toward self-service options when appropriate for quicker resolution times.
- Navigated multiple systems concurrently during interactions, ensuring efficient handling of inquiries without sacrificing quality or attention to detail.
- Collaborated with team members, sharing best practices for handling challenging situations effectively.
- Handled high volume of inbound calls and emails, prioritizing tasks effectively to maintain exceptional customer service standards.
- Mastered various tools and platforms used for virtual support, enhancing overall productivity and effectiveness in assisting customers.
Insurance Customer Service Representative
Afni
Tucson, AZ
10.2024 - 09.2025
- Delivered exceptional customer service by resolving insurance inquiries and addressing policyholder concerns promptly.
- Educated clients on coverage options, benefits, and claims processes to enhance their understanding of services.
- Coordinated with cross-functional teams to streamline claims processing and improve overall customer satisfaction levels.
- Managed complex case resolutions, employing problem-solving skills to navigate challenging situations effectively.
- Advocated for customers by providing personalized support and ensuring alignment with their insurance needs.
- Developed strong relationships with clients, fostering trust and loyalty through consistent, high-quality interactions.
- Utilized CRM software to track customer interactions and ensure accurate documentation of all communications.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Set up customer payment plans to cover annual policies and renewals.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
Patient Care Advocate
LYP Health Management
Cincinnati, OH
09.2022 - 01.2024
- Advocated for patients by addressing concerns and navigating healthcare processes to enhance their experience.
- Coordinated with healthcare providers to streamline communication and resolve patient inquiries effectively.
- Educated patients on their benefits and available resources, empowering them to make informed decisions.
- Facilitated warm transfers to specialists, ensuring continuity of care and timely resolution of issues.
- Leveraged electronic health record systems to document interactions and track patient progress accurately.
- Resolved conflicts efficiently through empathetic communication, fostering trust between patients and the healthcare team.
- Developed strong relationships with local pharmacies to expedite prescription refills and prevent gaps in medication therapy.
- Reduced patient wait times by efficiently managing schedules and coordinating with medical staff.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
Customer Care Representative
Alorica
Tucson, AZ
04.2021 - 01.2022
- Answering incoming calls to perform troubleshooting for members who are experiencing issues with their PC and TV. Upon not being able to resolve issue warm transfer member to warranty holder
Customer Care Associate
VXI
Tucson, AZ
08.2020 - 04.2021
- Answering incoming calls for a major wireless provider, regarding billing, upgrades and placed orders for new devices
Customer Care Advocate
C3
Tucson, AZ
08.2019 - 03.2020
- Answered incoming calls from Medicare Part D patients regarding their prescription benefits
Roadside Agent
Agero
Tucson, AZ
05.2017 - 03.2019
- Answer incoming calls from customers who are having roadside emergencies. Dispatch tow trucks for assistance.
CSR
EGS
Tucson, AZ
09.2014 - 04.2017
- Answering incoming phone calls for a major Health Insurance Company processing payments and answering billing questions. Also web support ie password reset and web site navigation
- Also answered incoming phone calls for a Major Home Improvement Company regarding online orders
Customer Service Advocate
OPTUMRX
Tucson, AZ
12.2013 - 02.2014
- Answering incoming phone calls for Medicare Part D patients for prescription refills
Front Office Receptionist
MHC- Wilmot
Tucson, AZ
05.2013 - 06.2013
- Checking patients in and out for appointments
- Calling Patients to confirm appointments
- Checking and verifying insurance
- Scheduling patient appointments
- Externship Site
Customer Service Representative
CCI
Tucson, AZ
04.2011 - 07.2012
- Answered incoming calls for a major wireless provider
- Assisted customers with billing and troubleshooting
- Assisted customers with the programming of wireless devices
Internal Help Desk Representative
AFNI
Tucson, AZ
11.2008 - 11.2010
- Answered incoming escalated phone calls from Verizon residential customers concerning billing and installation of phone, internet and T.V. service
- Provided assistance to first tier representatives in resolving question regarding their accounts
Customer Service Representative 2
Crosstown Traders
Tucson, AZ
01.2003 - 01.2008
- Answered incoming phone calls for a major women’s catalog company
- Assisted customers with placing, tracking and reshipping orders
Education
Medical Billing and Coding Program
Carrington College
Tucson, AZ06-2013
Skills
- CPR/First Aid Certified
- ICD-9 & CPT-4 Coding Applications to include HCPCS
- Medical Terminology to include Anatomy & Physiology
- Medical Law & Ethics to include HIPAA and OSHA
- Computer Knowledge to include Word, Access, Excel, Power Point & Outlook
- Data Entry Skills ( WPM @ 40), 10- Key Touch
- Private & Hospital Billing to include Medicaid & Medicare
Timeline
Virtual Customer Service Representative
Afni Riverside
09.2025 - 03.2026
Insurance Customer Service Representative
Afni
10.2024 - 09.2025
Patient Care Advocate
LYP Health Management
09.2022 - 01.2024
Customer Care Representative
Alorica
04.2021 - 01.2022
Customer Care Associate
VXI
08.2020 - 04.2021
Customer Care Advocate
C3
08.2019 - 03.2020
Roadside Agent
Agero
05.2017 - 03.2019
CSR
EGS
09.2014 - 04.2017
Customer Service Advocate
OPTUMRX
12.2013 - 02.2014
Front Office Receptionist
MHC- Wilmot
05.2013 - 06.2013
Customer Service Representative
CCI
04.2011 - 07.2012
Internal Help Desk Representative
AFNI
11.2008 - 11.2010
Customer Service Representative 2
Crosstown Traders
01.2003 - 01.2008
Medical Billing and Coding Program
Carrington College