Samantha Collier

As the Patient Experience Coordinator, my first and foremost priority is making Patients' feel seen and heard. From their very first phone call, until the end of their treatment, I want our Patients to feel like they are a priority. No matter how well I know my job technically, if I cant provide Patients with empathy and care from their very first encounter, and in between, then I am not doing the job well enough; And I feel as though I excel at making Patients feel like Family.

Technical duties:

• In-bound and out-bound calls
• Scheduling
• Initial Patient demographic collection
• Data entry
• Insurance collection
• Benefit verification
• Copay and Deductible collection
• Authorization submission
• KPI reporting for clinic productivity
• EMR systems- NextGen and WebPT

Alorica is a call center based company and my role as a Customer Service Representative was to handle in-bound calls and texts for the Goldman Sachs contract with the AppleCard. This included helping people with applying for credit, transaction questions/discrepancies/fraudulent concerns, credit card perks & benefits, technology issues pertaining to AppleCard-to-Apple Device pairings and troubleshooting. I was personally recognized within the company for having a perfect survey-based, customer feed-back score for my Customer Service assistance, for going about and beyond for our members.

Technical duties:

• Customer service
• Fast paced in-bound calls
• Fast paced in-bound texts
• Data collection/entry
• Credit Card application assistance
• Mobile device/Card pairing assistance
• Transaction discrepancies and review
• Problem Solving for resolutions
• Escalate issues as needed

*Please note, this short-term employment was due to Pregnancy, and becoming a fulltime Stay-at-Home-Mom. This was the reason for my 5 year gap with employment history.

My main role with MyEyDr. Corporate Office as a Managed Care Coordinator was to act as a liaison between various clinic locations, the insurance companies, and the patients' directly, to ensure that claims are being billed, processed, and paid accordingly.

Technical duties:

Submit claims

Accounts Receivable

Payment posting

Delinquent account(s); review and resolution

Excel spreadsheet tracking

Managing patient complaints and discrepancies pertaining to on-site clinic care.

Convergent Revenue Cycle Management was a third-party business contracted with Healthcare facilities all throughout the United States to pursue unpaid, denied, or unprocessed Medical claims.

I specifically aided with unpaid Motor Vehicle Accident claim(s). I would analyze, suggest, and implement problem corrections with Patient medical claims in regards to invalid coding, improper billing, contract term disputes, and other provider or patient grievances and appeals. On the MVA team, we would pursue First Party and Liability cases; I closely monitored claim status and provided all requested documents to adjusters and Attorney's as needed for final claim settlement.

• Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
• Supported departmental goals by working closely with team members to maintain consistent quality standards across all submitted claims.
• Supported organizational growth through active engagement in professional development opportunities, consistently seeking ways to enhance skills and industry knowledge.
• Optimized workflow processes within the team by analyzing current procedures and suggesting effective solutions.