Zita Saunders
Columbia
Summary
Professional customer service professional with extensive experience in delivering exceptional support and resolving issues efficiently. Recognized for strong focus on team collaboration and achieving results, adapting seamlessly to changing needs. Known for excellent communication and conflict resolution skills, ensuring customer satisfaction and loyalty.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Telephone Service Representative
Social Security Administration
12.2021 - Current
- Provide assistance to the public by answering a wide variety of questions by interviewing the individual, investigating the situation, and resolving the problem.
- Applying laws, rules, or regulations and written guidelines.
- Perform administrative and clerical processes using a computer to reconcile discrepancies, associate documents with related files/records, etc.
- Write correspondence in response to inquiries and draft a variety of other written products. Review and evaluate the measurement of each state's Medicaid and CHIP improper payment rate and refine the methodology and protocols for national implementation of improper payment rate measurement.
- Schedule appointment
- Assisted clients with inquiries regarding Social Security benefits and services.
- Provided accurate information to ensure compliance with federal regulations.
- Resolved complex customer issues, enhancing overall satisfaction rates.
- Maintained customer records by updating account information.
- Exceeded performance metrics consistently through diligent attention to detail and strong commitment to customer satisfaction.
- Managed difficult customer interactions with professionalism and empathy, deescalating situations through effective communication techniques.
Patient Access Representative
Howard County General Hospital
03.2020 - 12.2021
- Conducts personal interviews with patients to gather all necessary data. Verifies patient’s insurance coverage before, during, or immediately after the admission process to obtain verification of coverage and pre-authorization/approval for services necessary.
- Communicates with the Case Manager of the relevant unit to validate admission criteria are met, when necessary. On-going monitoring of any changes in the current census. Re-inspects all forms/data immediately after the admission process for accuracy.
- Assures that proper signatures are obtained during the admission process, and that all appropriate forms, releases, notices, etc., are explained and presented to each patient.
- Coordinates patient reservations with patients, Professional Staff, and the appropriate care team. Collects deposits and co-pays as needed.
- Facilitated patient registration and insurance verification processes to enhance efficiency.
- Trained new team members on procedures and systems, improving onboarding efficiency.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
Wellness Processor
Maxim Healthcare Services
10.2019 - 03.2020
- Assists with processing forms for our National Flu Program.
- Bills corporate clinics and insurance claim promptly. Collects corporate and insurance Accounts Receivable (A/R). Assists flu team with processing of flu paperwork packets.
- Conducts daily audits of flu team processing to ensure minimal errors. Performs other duties as assigned/necessary.
- Answering questions from members of the public or their representatives to obtain or provide information.
Remote Logistics Service Representative III
OnProcess Technology
06.2015 - 10.2019
- Maintain customer satisfaction ratings based on explicit criteria set forth by the company.
- Attend mandatory training sessions to stay updated on product or company policy changes.
- Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input. Scheduling appointments.
Education
Business Administration
Howard Community College
Columbia, Maryland, MDSkills
- Knowledge of Medical Terminology
- Detail Oriented
- Data Entry
- Customer Service
- Multitasker
- Excellent communication and Interpersonal skills to interact effectively with co-workers, patients, and insurance companies
- Collect, verify, and organize data with a high degree of accuracy
- Proficient in data entry, able to retrieve, store, save data, and print
- Basic knowledge of medical insurance, third-party payor, and medical terminology preferred
- Proficiency in Microsoft Word and Excel
- Knowledge of ICD-10
Certification
- Certificate of completion in Cardio-Phlebotomy
- Fall River, MA
- 2010 to 2010
- Aquidneck Learning Center
- Certificate of completion in Microsoft Excel, Medical Billing and Coding, Customer Service/Clerical Skills
- Newport, RI
- 2004 to 2005
Awards
Monetary Award 2023
Monetary Award 2024
Monetary Award 2024
Monetary Award 2025
Performance Award for Fiscal year 2024
Time off Award 2025
Timeline
Telephone Service Representative
Social Security Administration
12.2021 - Current
Patient Access Representative
Howard County General Hospital
03.2020 - 12.2021
Wellness Processor
Maxim Healthcare Services
10.2019 - 03.2020
Remote Logistics Service Representative III
OnProcess Technology
06.2015 - 10.2019
Business Administration
Howard Community College