Emily Shields
Summerville
Summary
Highly motivated and empathetic customer service professional with a proven track record of providing outstanding telephonic assistance to members. Leveraging exceptional communication skills and a detail-oriented approach to ensure accuracy and resolution of member inquiries. Seeking to contribute expertise in customer service and problem-solving to deliver exceptional support in a remote environment.
Overview
10
10
years of professional experience
Work History
Dental Customer Service Representative
Medical University Hospital Authority
12.2020 - Current
- Responded to 50+ customer inquiries daily, providing assistance in benefit and eligibility, billing, authorizations, and explanations of benefits (EOBs).
- Reviewed account history to ensure accuracy of billing, enrollment, and application of deductibles and member responsibilities, resulting in improved customer satisfaction and reduced errors.
- Provided outstanding customer service and resolution to members, following up on issues to ensure timely resolution and satisfaction.
- Built collaborative relationships with customers, clients, and peers in different teams, fostering a positive and supportive work environment conducive to achieving team goals and objectives.
- Researched and resolved service-related inquiries, meeting established expectations for quality, productivity, and timeliness, consistently exceeding performance targets.
- Enhanced revenue by identifying and resolving billing discrepancies in patient accounts.
- Streamlined the billing process for increased efficiency by implementing new software solutions.
- Demonstrated empathy and compassion with outstanding listening and communication skills,to ensure positive interactions and customer satisfaction.
- Met and maintained cash collection metrics and goals, contributing to overall revenue cycle success.
- Played a key role in credit balance management, patient balance resolution, and non-patient (insurance) resolution.
- Handled contracted and non-contracted reimbursement issues, including HMO, PPO, EPO, POS, Worker’s Comp, and self-pay cases.
- Effectively managed past-due accounts, working with insurance payers and/or patients to resolve outstanding balances.
Accounts Payable Manager
Skyway Precision South, Inc
11.2014 - 12.2020
- Prepared spreadsheets using formulas, V-lookup and other intermediate and advanced Microsoft Excel skills.
- Contacted internal and external customers to obtain documentation to support invoices and claims.
- Communicate with vendors to ensure consistency of payment schedules and resolve any outstanding issues.
- Posted cash receipts to customer accounts to maintain current and accurate account balances.
- Developed professional relationships with internal and external clients to encourage open communication and feedback.
- Analyzed aging reports to identify trends and patterns causing missed collections.
- Ad Hoc Reporting / Analysis and special projects, as needed.
- Identified, recommended and executed opportunities to enhance accounts receivable and billing processes to meet finance requirements.
- Collected, compiled and analyzed data to prepare customer invoices per contractual requirements.
- Deposited checks and worked with accounting supervisor to determine coding and prepare related entries.
- Identifies payment discrepancies, and initiates disputes resolution process to facilitate rapid turnaround in collection effort
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Effectively communicated with clients about payment needs via phone calls and email, and kept updated, detailed and accurate ledgers.
Buyer
Skyway Precision South, Inc
11.2014 - 12.2020
- Prepares and processes purchase orders for Raw Materials, Finished Goods, Tooling
- Maintenance, Repairs, and Operations (MRO) and other commodity areas as assigned into ERP system
- Review and verify purchase requisitions
- Issue RFQ's, evaluate Supplier quotes and services and present findings to supervisor
- Maintains cooperative working relationship with Suppliers to stay current with trends and technologies, products, and services
- Manages suppliers and purchase orders for specific commodities
- This includes monitoring of On-Time-Deliveries (OTD) and maintenance of Open Order Reports, including ERP date and notation maintenance, and expedite of shipments when requested
- Resolves problems and issues arising from purchases of goods, services, supplies and equipment with internal and external customers
- Prepares and processes purchase orders for Maintenance, Repairs, and Operations (MRO) and other commodity areas as assigned
- Establish and maintain inventory levels and determine purchasing schedule
- Negotiate with vendors to resolve purchasing / delivery issues.
- Built long-term supplier relationships with vendors to establish quality and competitive pricing
Education
Associate of Science - Business Administration - Finance
Trident Technical College
Charleston06.2016
Skills
- Health Insurance Call Center Customer Service and Call Resolution (Remote Work)
- Demonstrated empathy and compassion
- Credit Balances Management
- Healthcare Industry Knowledge / Health Insurance Plan
- Billing Process and Credit Resolution
- Complex problem-solving and decision-making skills
- Claims Processing & Member Support
- Detail-Oriented and Commitment to Quality
- Outstanding listening and communication skills
- Team Collaboration
- PC Proficiency in MS Office Applications
- Knowledge of HIPAA Rules and Regulations
Timeline
Dental Customer Service Representative
Medical University Hospital Authority
12.2020 - Current
Accounts Payable Manager
Skyway Precision South, Inc
11.2014 - 12.2020
Buyer
Skyway Precision South, Inc
11.2014 - 12.2020
Associate of Science - Business Administration - Finance
Trident Technical College
Similar Profiles
Rob LoganRob Logan
Supply Applications Systems Specialist at Medical University Hospital AuthoritySupply Applications Systems Specialist at Medical University Hospital Authority
Emily ShieldsEmily Shields
Accounts Receivable Specialist at Medical University Hospital AuthorityAccounts Receivable Specialist at Medical University Hospital Authority
Karen GoffKaren Goff
Guest Service Specialist at Medical University Hospital Authority, MUHAGuest Service Specialist at Medical University Hospital Authority, MUHA
Rachel ClarkRachel Clark
Recruitment Manager at Next Generation EnterprisesRecruitment Manager at Next Generation Enterprises
Christopher J. NajarChristopher J. Najar
Store Associate at HollisterStore Associate at Hollister