KRISTIN NELSON

• Managed customer complaints, delivering timely solutions to resolve issues effectively.
• Processed customer orders and scheduled appointments, enhancing overall customer experience.
• Assisted customers with inquiries about service options and vehicle repairs, ensuring clarity and satisfaction.

• Answer all calls and emails in a timely manner, in adherence to their goals
• Documented all call information per standard operating procedures to maintain accurate records and support quality assurance
• Answered questions about products and services, retail stores, and general service line information based on customer call needs.
• Processed orders, routed calls to appropriate resources, and followed up on customer inquiries.
• Review all required documentation to ensure accuracy
• Accurately process, verify, and/or submit documentation and orders
• Complete insurance verification to determine patients' eligibility, coverage, co-insurances, and deductibles
• Obtained pre-authorization from insurance carriers and processed physician orders for approval.
• Navigate through multiple online EMR systems to obtain applicable documentation
• Enter and review all pertinent information in EMR system including authorizations and expiration dates
• Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies
• Verify insurance carriers are listed in the company's database system, if not request the new carrier is entered
• Responsible for contacting patient when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
• Facilitated resolution of customer complaints by actively engaging in problem-solving, enhancing patient satisfaction
• Actively listens to patients and handle stressful situations with compassion and empathy

• Obtained information from patient scheduling system for pre-admission or patient processing.
• Verified all documents for billing and or authorization for treatment.Assist Physicians, Onsite Nurses, and Paramedics with Peer-to- Peer and self care measures.
• Scheduled appointments for consultations, tests and procedures by determining doctor availability.
• Actively participated in team meetings, trainings, workshops related to patient intake processes.
• Added to case information with dates of service, diagnosis or procedure codes and facility and doctor information.
• Maintained accurate records of patient information to ensure confidentiality according to HIPAA guidelines.
• Able to handle high call volumes as well as online requests.
• Scheduled and coordinated patient intake appointments, verifying insurance coverage and obtaining necessary authorizations.
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative and work effectively on a team.
• Navigated multiple computer systems and applications and utilized search tools to find information.
• Strong attention to detail when collecting medical data from patients.
• Successfully completed training on proper procedures for handling confidential patient information according to HIPAA standards.
• Proficient in Microsoft Office Suite applications.

• Gathered and processed patient information from scheduling system to facilitate preadmission and patient processing.
• Verified all documents for billing and or authorization for treatment.
• Assist Physicians, Onsite Nurses, and Paramedics with Peer-to-Peer and self care measures.
• Contributed to team meetings, trainings, and workshops to enhance patient intake processes.
• Actively participated in team meetings, trainings, workshops related to patient intake processes.
• Added to case information with dates of service, diagnosis or procedure codes and facility and doctor information.
• Maintained accurate records of patient information to ensure confidentiality according to HIPAA guidelines.
• Coordinated patient intake appointments, confirming insurance coverage and securing necessary authorizations.
• Strong attention to detail when collecting medical data from patients.
• Successfully completed training on proper procedures for handling confidential patient information according to HIPAA standards.

• Followed up with customers regarding product functionality and

overall satisfaction.

• Performed data entry tasks accurately and in a timely manner.
• Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
• Researched denied or rejected claims for accuracy and took appropriate action to resolve discrepancies.
• Processed medical bills and insurance claims accurately, ensuring compliance with HIPAA regulations.
• Resolved patient billing issues and communicated with insurance carriers.
• Performed general administrative tasks, such as answering telephones, scheduling appointments and ordering supplies and equipment.

• Develop and implement all departmental operating procedures, incentive programs, sales policies, and representative goals.
• Lead weekly meetings with managers and customer service representatives.
• Handled damage control and shipping issues.
• Handle contracts with over 20 freight companies.
• Maintained meticulous records of customer interactions including inquiries, complaints, and comments.
• Determine service charges, collect deposits and or payments.
• Utilized problem solving skills to resolve conflicts between customers and employees in a professional manner.
• Improved customer service by monitoring calls and providing coaching and feedback to customer service representatives.
• Boosted service quality and increased sales by developing strong knowledge of company's products and services.
• Committed to delivering excellent customer service while working in a fast-paced environment.

• Followed up with customers to ensure optimal product functionality and enhance overall satisfaction.
• Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
• Handled escalated calls, actively listening to each customer's needs and providing tailored solutions.
• Processed medical bills and insurance claims accurately, ensuring compliance with HIPAA regulations.
• Researched denied or rejected claims for accuracy and took appropriate action to resolve discrepancies.
• Resolved patient billing issues through effective communication with insurance carriers, ensuring timely resolution.
• Performed general administrative tasks, such as answering telephones, scheduling appointments and ordering supplies and equipment.

• Assigned loads to drivers based on designated routes and driver location.
• Assigned loads to drivers, optimizing routes and maximizing efficiency based on driver location.
• Monitored GPS systems for real-time tracking of vehicles during transit.
• Troubleshot and resolved technical issues with dispatch equipment and software, ensuring operational continuity.
• Resolved customer complaints regarding product condition and delivery times, enhancing customer satisfaction.
• Assessed customer complaints and resolved product condition or delivery time issues.
• Scheduled and facilitated required repairs to restore service and schedules.

• Created detailed reports outlining customer feedback trends over time.
• Obtained and examined relevant information to assess validity of complaints and determine possible causes.
• Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
• Processed orders and detailed transaction information to customers.
• Conferred with customers by telephone or in-person to provide product or service information.
• Maintained a high level of professionalism when dealing with difficult customers.
• Built sustainable relationships and trust with customer accounts using open and interactive communication.
• Performed data entry tasks accurately and in a timely manner.
• Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.