DARCIE WILSON
Surprise
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
13
13
years of professional experience
26
26
years of post-secondary education
Work History
Customer Service Manager
RNDC
Phoenix
09.2022 - Current
- Lead, train, and mentor customer service representatives, providing coaching and guidance to improve their skills and performance.
- Work with sales, marketing, and product teams to improve overall customer experience and address customer needs effectively.
Senior Billing Coordinator
Colorado Springs Orthopedic Group
Colorado Springs
10.2017 - 01.2022
- Collaborate with finance and sales professionals to maintain accounts receivable
- Compile and process information such as prices, discounts, shipping rates etc.
- Ensure customers are billed correctly for services offered Issue invoices and distribute them electronically or by mail
- Communicate with customers to answer questions face-to-face, via email, or over the phone
- Resolve disagreements between the company and its creditors
- Request payment of pending debts in a firm yet considerate manner
- Negotiate payment arrangements when needed Keep accurate records (customer information, received payments etc.)
- Prepare and submit statements
- Managed daily operational activities, providing quality assurance and customer retainment
- Supported team members in identifying and solving problems ensuring continuity of provided service
- Researched risk mitigation measures to prevent any billing issues that could arise
- Worked directly with Doctors as a team lead on stem cells, PRP's, and surgeries.
- Reviewed bills to correct any missing information, refile corrected claims or appeal claims regarding any discrepancy in payments
- Prepared reports and documentation in accordance with practice guidelines
Insurance AR Specialist
Envision Radiology
Colorado Springs
06.2016 - 10.2017
- Responsible for A/R from the both the patient and the insurance provider
- Managed and negotiated coverage rejections from insurance companies on behalf of the patient and service provider.
- Scheduled and mediated conference calls between insurance providers and patients to resolve coverage discrepancies.
- Leveraged Imagine imaging and RMS to review patient information and insurance coverage codes.
- Recognized for salvaging $285,000 of denied coverage from the insurance companies for our patients during Q2 of 2017.
- Demonstrate a passion for caring as evidenced by interaction with co-workers, Doctors, families, and visitors
- Drive self-development and continuous learning through coaching and feedback
- Perform file maintenance to ensure accurate customer information at all times
- Adhere to all established goals and procedures
- Reviews/Prepares the reconciliation of subsidiary ledger balances accounts
Business Office Manager
Comfort Dental
Colorado Springs
06.2013 - 06.2016
- Reviewed treatment recommendations and insurance coverage with patients to determine out of pockets costs and payment plans for recommended and required patient treatments.
- Averaged $5,000 a day in pre-collections from presented treatment plans Coordinated all appointments and verified eligibility for insurance prior to confirming appointments Outlined dental options for clients, interacting regularly with dentists.
- Trained with Dental software to include Softdent, Dexis, Dentrix, Eaglesoft, and OSI.
- Responsible for inventory and stocking of all disposable dental material with various providers for a multi-practice operations facility managing a budget of $50,000-$75,000 monthly.
- Successfully scheduled patient appointments and placed reminder calls to ensure exceptional customer service
- Located, Check-In and pulled dental/medical records for patient appointments and incomplete charts
- Managed financial documentations such as treatment plans and invoices as well as organized patient files and streamlined operations to improve efficiency
- Coordinate conferences, meetings, or special events, such as luncheons, with general dental staff
- Operate electronic mail system and coordinated the flow of the information internally or with other organizations
- Operate office equipment to include, fax machines, copiers, and phone systems
- Monitor customer preferences to determine focus of sales efforts
- Worked closely with front and back office assistants to reach daily, weekly, and monthly goals
- Provide postoperative instructions prescribed by dentist
Education
High school diploma or GED -
Doherty High School
Colorado Springs, CO 08.1999 - 01.2026
Upper secondary education -
Applied Science - Associates of Applied Science
Colorado Technical University
Skills
- Office Management
- Administration
- Billing Coordination
- Sales negotiation
- Microsoft Office
- Decision making
- Salesforce Cloud
- Customer inquiry handling
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Manager
RNDC
09.2022 - Current
Senior Billing Coordinator
Colorado Springs Orthopedic Group
10.2017 - 01.2022
Insurance AR Specialist
Envision Radiology
06.2016 - 10.2017
Business Office Manager
Comfort Dental
06.2013 - 06.2016
High school diploma or GED -
Doherty High School
08.1999 - 01.2026
Upper secondary education -
Applied Science - Associates of Applied Science
Colorado Technical University