Crystal Villa
Phoenix,Arizona
Summary
Customer service professional prepared to lead teams with focus on achieving high customer satisfaction and operational efficiency. Brings valuable experience in resolving customer issues and improving service quality. Known for strong team collaboration and adaptability to changing needs, ensuring consistent performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service & AR Teams Lead
R1RCM
03.2020 - Current
- Responsible for overseeing the teams handling the claims cycle, from charge creation to payment and reconciliation
- I also oversee the teams handling customer service, recordkeeping, and related department responsibilities
- In addition, I create training documents and conduct training sessions via Microsoft Teams and in person
- Customer Satisfaction has been above 92% for a year
- Incoming call KPIs have all been outstanding for the past 8 months
Sr. Customer Svc. Agent
District Medical Group
08.2019 - 02.2020
- Started as a collections agent and gradually my role expanded to include customer complaints, payments, medical records requests, and front desk reception duties
- DMG contracted R1RCM and I was kept on in a senior role
Referral Coordinator
Adelante Healthcare
06.2018 - 07.2019
- I averaged about 35 calls and 40 referrals per day
- Fulfilled requests from primary care providers for patients to see specialty providers according to individual health plan rules
- Our department also assisted in taking patient calls during times of high call volume
Education
AAS - Dental Assisting/Oce Management
Phoenix College
Phoenix, AZ06.2010
HS Diploma -
Estrella High School
Avondale, AZ06.2001
Skills
- Microsoft Excel
- Microsoft Word
- Dentrix Ascend
- Reporting
- Data Analysis
- Process Adjustment
- Document Management
- Department operations
- Problem-solving skills
- Customer service and care
Accomplishments
I have received company recognition for my efforts in successful months and also for tenure.
Certification
Dental X-Ray Certified
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service & AR Teams Lead
R1RCM
03.2020 - Current
Sr. Customer Svc. Agent
District Medical Group
08.2019 - 02.2020
Referral Coordinator
Adelante Healthcare
06.2018 - 07.2019
HS Diploma -
Estrella High School
Dental X-Ray Certified
AAS - Dental Assisting/Oce Management
Phoenix College
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