Evelyn Lewis
Richmond
Summary
Resourceful Call Center Representative known for maintaining high productivity and efficiently completing tasks. Specialize in effective communication, quick problem-solving, and accurate record-keeping. Excel in active listening, empathy, and patience, ensuring customer satisfaction and resolution of inquiries with professionalism and warmth.
Overview
11
11
years of professional experience
Work History
Medical Collections Specialist
Patient First Urgent Care Center
Chesterfield
07.2022 - 01.2025
- Trained new staff members on proper procedures for collecting payments from customers.
- Accepted and processed customer payments and applied toward account balances.
- Took billing calls, questions and concerns from patients and third party carriers.
- Processed claims and forwarded information to Medicare, Medicaid and commercial insurance companies.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Assisted in the resolution of credit balances due to overpayment or incorrect coding issues.
- Researched and responded promptly to customer inquiries concerning billing disputes.
- Received payments and posted amounts to customer accounts.
- Contacted insurance companies to check status of claim payments.
- Analyzed unpaid medical bills and determined appropriate collection action.
- Documented all conversations between patients and staff related to collections activities.
- Verified accuracy of invoices prior to submitting them for payment processing.
- Conducted research to resolve discrepancies in billing statements.
- Ensured compliance with applicable laws governing debt collection practices.
Call Center/Collections Agent
Credit Acceptance
Richmond
04.2018 - 06.2022
- Strengthened customer retention by offering discount options.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Performed reconciliation of accounts to ensure accurate billing and collections records.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Prepared documentation required for collection and repossession activities.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Updated account status records and collection efforts.
Collection Customer Service Representative
Westlake Financial Services
Richmond
05.2014 - 03.2018
- Collected delinquent payments, contacting borrowers by telephone or correspondence to obtain payment.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Contacted insurance companies to check status of claim payments.
- Answered incoming calls from customers regarding collections inquiries.
- Followed up regularly with debtors until full balance is paid off.
- Provided excellent customer service by responding promptly to inquiries and requests for assistance.
- Participated in ongoing training sessions related to collections practices.
- Maintained accurate records of conversations with customers.
- Used computer systems and software packages to input, access or store information.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Initiated outbound calls to customers with delinquent accounts.
- Provided support in the resolution of escalated complaints.
- Provided customer service to resolve issues related to overdue accounts.
- Educated customers about terms of contract to foster on-time payments.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Assisted customers with understanding their payment options.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
Education
High School Diploma -
Varina High School
Richmond , Virginia05-2014
Skills
- Payment processing
- Insurance verification
- Claims submission
- Debt collection
- Data entry
- Record keeping
- Customer service
- Problem resolution
- Effective communication
- Dispute resolution
- Fair debt collections practices
- Administration and management
- Paperwork processing
- Credit and collections
- Billing dispute resolution
- Process payments
Timeline
Medical Collections Specialist
Patient First Urgent Care Center
07.2022 - 01.2025
Call Center/Collections Agent
Credit Acceptance
04.2018 - 06.2022
Collection Customer Service Representative
Westlake Financial Services
05.2014 - 03.2018
High School Diploma -
Varina High School