Holly Murphy
Saint Cloud
Summary
Dynamic Medical Customer Service Associate with proven expertise in enhancing patient satisfaction and resolving patient concerns at CentraCare. Skilled in insurance billing and maintaining HIPAA compliance. I excel in problem-solving and fostering team collaboration. Recognized for delivering empathetic support and achieving high customer satisfaction through attentive service and strong interpersonal skills.
Overview
20
20
years of professional experience
Work History
Medical Customer Service Associate
CentraCare
09.2018 - Current
- Maintained detailed records of customer interactions using EPIC.
- Enhanced patient satisfaction by promptly addressing inquiries and providing accurate information regarding medical services.
- Participated in regular team meetings to share best practices, discuss challenges, and strategize ways to improve service quality.
- Collaborated with healthcare professionals to resolve patient issues efficiently and maintain high levels of customer satisfaction.
- Supported patients in navigating insurance coverage options, clarifying benefits, and assisting with claim submissions.
- Served as a knowledgeable resource for colleagues.
- Achieved a high level of customer satisfaction by consistently providing friendly, professional service that met or exceeded expectations.
- Provided empathetic support to patients dealing with difficult health situations, offering resources when appropriate to help ease their concerns.
- Maintained strict confidentiality while handling sensitive patient information, adhering to HIPAA guidelines and company policies.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Account Representative
Alltran Health
02.2014 - 09.2018
- Completed insurance denial follow up to ensure timely payment of claims.
- Provided excellent customer service to patients when working for self pay client projects.
- Collaborated with staff at client facilities as needed.
- Trained new employees on insurance billing.
Office Manager
Companions Animal Hospital
03.2005 - 02.2014
- Provided exceptional customer service when addressing client inquiries or concerns in person, via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Bachelor Of Science - Business Management
St Cloud State University
St. Cloud, MN08.1994
Skills
- Time management expertise
- Active listening techniques
- Healthcare industry
- Resourcefulness and initiative
- Strong interpersonal skills
- Customer service
- Problem-solving
- Friendly and outgoing
- Multitasking and organization
- HIPAA compliance
Timeline
Medical Customer Service Associate
CentraCare
09.2018 - Current
Account Representative
Alltran Health
02.2014 - 09.2018
Office Manager
Companions Animal Hospital
03.2005 - 02.2014
Bachelor Of Science - Business Management
St Cloud State University
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