Celeste Burnside, Seeking to acquire employment where I can utilize the flexibility to telecommute from anywhere within the U.S. as I take on new challenges.

About

Experienced in Customer Service and Finance Representative roles with over five years of experience in phone, email, and chat support. Highly familiar with customer relationship management (CRM) systems and software, and customer escalations. Excited to use my proven skills and customer enthusiasm to your team.

Experience

Heartland Dental

Feb 2024 – Present

Remote

Customer Service Representative

Conduct diligent follow-up on outstanding account balances, including making necessary adjustments to rectify discrepancies. • Maintain proficient understanding and application of relevant medical coding systems, including CPT, HCPC, and ICD-10 codes, to ensure compliance and accuracy in billing procedures. • Provide comprehensive assistance to patients, addressing inquiries regarding payments, medication, insurance coverage, appointment scheduling, prescription details, and related concerns. • Liaise with insurance providers, submitting requisite codes to secure appropriate prior approvals for referrals and treatments. • Demonstrate prompt responsiveness to assigned tasks, employing active listening techniques to swiftly resolve issues or address escalated inquiries. • Adhere to office protocols in scheduling appointments, ensuring efficient coordination and optimal utilization of resources. • Offer clear communication to patients regarding appointment details, including date, arrival time, and location, to facilitate smooth clinic visits.

Licensed Esthetician

Sep 2009 – Present

Freelance

Remote Eyelash Technician

• Provide personalized makeup consultations and maintain high customer service quality to meet diverse client needs. • Customize skincare and beauty routines to match individual client preferences and requirements. • Apply professional eyelash extensions with attention to detail, ensuring client satisfaction and process efficiency.

Strata Oncology Biotechnology Lab

Feb 2019 – Dec 2023

Remote

Customer Support Specialist Supervisor

• Managed a high volume of customer inquiries via phone and email, addressing diverse topics such as payments, billing, and benefits, while meticulously documenting all feedback received. Responded to an average of 70-80 calls daily. • Engaged with patients and healthcare providers to gather comprehensive information on insurance coverage, benefits, and eligibility verification, ensuring accuracy and completeness. • Established communication with medical practices and insurances to validate order and claim details and facilitate seamless transaction processes. • Acted as a point of contact for resolving inquiries from department heads, providers, insurance entities, patients, and families, pertaining to test orders and billing and Medicare protocols, dispatching calls and employing effective problem-solving techniques. • Conducted thorough analysis of the maintenance and improvement of phone platforms utilized by patient access teams to identify and rectify any discrepancies or missing data, ensuring data integrity. • Orchestrated the coordination and compilation of client reports utilizing Salesforce, EPIC, and SQL facilitating weekly distribution to healthcare providers. • Demonstrated proficiency in promptly addressing tickets via Live Chat, while effectively escalating complex cases within the Salesforce queue for resolution. • Maintained up-to-date knowledge of relevant CPT and ICD-10 codes, ensuring adherence to coding standards and regulatory requirements.

Hylant’s Insurance Group.

Nov 2018 – Feb 2019

Ann Arbor, MI | Hybrid

Office Administrative Assistant

• Effectively managed a high volume of incoming calls, promptly addressing inquiries and successfully resolving escalated issues to ensure customer satisfaction. • Offered comprehensive administrative assistance to senior staff members, including facilitating corporate meeting scheduling and coordination. • Utilized MS Teams calendar to maintain organized schedules and efficiently plan events, ensuring seamless operations. • Prioritized the confidentiality of written and verbal communications between clients and senior leadership, always upholding professional standards. • Provided crucial support to health projects, ensuring accuracy and alignment with company goals and vision. • Fostered enduring relationships and instilled trust with client accounts through transparent and interactive communication, contributing to long-term partnerships and client satisfaction.

University or Michigan Cancer Hospital

Aug 2018 – Nov 2018

Ann Arbor, MI

Patient Support Coordinator

• Responded to patient inquiries promptly and efficiently, resolving issues in a one-and-done manner to enhance satisfaction and streamline communication processes. • Engaged with patients and healthcare providers to gather comprehensive information on insurance coverage, benefits, and eligibility verification, ensuring accuracy and completeness. • Coordinated the scheduling of patient surgeries in adherence to hospital protocols, ensuring optimal patient care and operational efficiency. • Conducted thorough proofreading of patient charts and documents to guarantee accuracy and compliance with established standards. • Delivered essential clerical support through various channels including chat, email, and phone, facilitating seamless communication and administrative processes. • Managed incoming calls, directing them to the appropriate departments to ensure timely resolution of inquiries and efficient workflow. • Initiated communication with patients regarding overdue balances, facilitating payment processing and ensuring f inancial integrity. • Updated patient demographic information and maintained meticulous filing systems to uphold data accuracy and accessibility. • Executed additional tasks as assigned, demonstrating flexibility and readiness to contribute to team objectives and operational success.

Trinity Health Assistant Living Facility

Feb 2016 – Aug 2018

Ann Arbor, MI

Patient Unit Coordinator

Managed a high volume of triaged calls efficiently and professionally, addressing patient inquiries and concerns promptly. • Verified and confirmed scheduled doctor appointments for patients, ensuring seamless coordination and adherence to appointment protocols. • Facilitated accurate coordination of authorizations prior to scheduled procedures, liaising with relevant parties to streamline the process and minimize delays. • Conducted thorough verification and coordination of insurance eligibility and referrals for patients, adhering to departmental requirements and ensuring comprehensive coverage. • Communicated pertinent information with physicians and meticulously entered data into established databases, facilitating efficient workflow and maintaining accurate records.

Education

Athena Career Academy

Certified Nursing Assistant , Nursing

Celeste Burnside

Seeking to acquire employment where I can utilize the flexibility to telecommute from anywhere within the U.S. as I take on new challenges.

Skills

Languages