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Heather *******
PROFESSIONAL EXPERIENCE
Manager, Heather Maria Beauty 3/13 – present
Supervise a team of 5 freelancers responsible for exceptional customer/client support and experience.
Monitor performance of 5 freelancers customer interactions to ensure customer is being treated with empathy and timely resolution.
Resolved issues escalated to management to achieve quickest resolution and work-related satisfaction of freelancer work.
Interpreted the results of surveys to develop a new strategy for handling customer complaints.
Achieved an average of 5 stars CSAT (customer satisfaction).
Provide performance feedback to freelancers regarding customer service and behavior.
Analyze data reports using Google Sheets, 17 hats, Honeybook and internal database storage systems to better understand and improve business performance.
Delegate and prepare work schedules to accommodate daily appointments.
Coordination and communicate opportunities to build brand awareness.
Responsible for ordering supplies, maintaining inventory.
Responded to customer requests for services, products, and company information.
Admintrative Support Specialist, The Woodlands 2/07 – 11/13
Responsible for patient support phone operations.
Clearly communicated with doctors and other members of the nursing staff.
Maintained thorough knowledge of inventory as well as maintenance.
Complete medical records requests and corresponding invoices from physician offices and medical facilities.
Evaluates patient’s financial status and establish budget payment plans and reports the status of delinquent accounts to manager.
Acted as a liaison between management and staff, providing first level counseling to staff.
Maintained appointment schedules, schedules surgeries/ procedures and obtains appropriate authorizations and referrals, provides appropriate patient instructions per physician orders.
Utilize ICD-9CM and CPT coding
Make necessary adjustments to patient demographic, insurance, and account balance information
Interacted with patients in an empathetic and professional manner.
Maintenance of patient charts using EMR; keying data into computer to maintain office and patient records.
Admintrative Support Specialist, Dr. Kevin Hurson 11/01- 2/07
Responsible for patient support phone operations.
Maintained and managed Medical Billing Claims.
Collected, posted, and managed patient account payments.
Submitted claims to insurance.
Prepared and reviewed patient statements.
Reviewed delinquent accounts and call for collection purposes.
Processed payments from insurance companies.
Maintained strict confidentiality.
Process pending items including charges, payments, and personal information updates via inbound calls.
Assist in educating onboard teammates on new insurance and HIPAA guidelines for current year.
Complete medical records requests and corresponding invoices from physician offices and medical facilities.
Evaluates patient’s financial status and establish budget payment plans and reports the status of delinquent accounts to manager.
Handle collections on unpaid accounts while adhering to company benchmarks as assigned.
Identify trends/recurring issues and present them to supervisor for further investigation and resolution.
Provide specialty billing and coding recommendations and share information to the billing team.
Acted as a liaison between management and staff, providing first level counseling to staff.
Maintained appointment schedules, schedules surgeries/ procedures and obtains appropriate authorizations and referrals, provides appropriate patient instructions per physician orders.
Utilize ICD-9CM and CPT coding.
Interacted with patients in an empathetic and professional manner.
Maintenance of patient charts using EMR; keying data into computer to maintain office and patient records.
