AQUELLA CARTWRIGHT
Mount Juliet
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and driven business results. Well-versed communicator recognized for consistently receiving excellent customer feedback.
Overview
9
9
years of professional experience
Work History
Collector WFH
Parallon
02.2024 - Current
- Resolve claim processing delays from various payer products, including HMO, PPO, Medicaid, Medicare, Auto, and Workers’ Compensation.
- Effectively utilize ERA payment information to identify trends and make recommendations.
- Be able to utilize various data sources to drive decisions.
- Identify contract protection that can be leveraged when disputing delays in payment.
- Work with vendors and other organizations when needed to resolve open accounts receivable.
- Articulate any payment delays to representatives from healthcare payer companies and government agencies.
- Contact payer companies via phone or correspondence, and initiate a request for payment.
- Escalate the payer’s lack of response and/or lack of payment within the payer organization as appropriate.
- Overcome objections that prevent payment of the claim, and gain commitment for payment through concise and effective argument.
- Identify problem accounts, processes, trends, and escalate as appropriate.
- Utilize effective documentation standards that support a strong historical record of actions taken on the account.
- Identifies payer trends and communicates trends to the supervisor for further action or escalations.
Registrar
Centennial Medical Center
03.2023 - 02.2024
- Interview patients to obtain necessary account information
- Admissions and Scheduling
- Calculate and collect patient liability amounts
- Explain policies regarding services, charges, insurance
- Work with physician offices and ancillary departments, providing information when necessary
- Work effectively and efficiently with other employees, patients, and external parties
- Enter Radiology orders and codes
- Work closely with Radiology department to develop process, policies, and procedures
- Provide training to new hires and QA charts in the department
- Work the .DNK Report, P-line report, VIP, and wait times report
- Multi-Phone Lines
- Pre-Certs
Customer Service Representative
Kroger
05.2016 - 03.2023
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Educated customers on special pricing opportunities and company offerings
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
Summer Camp Counselor
Gordon Jewish Community Center
06.2022 - 08.2022
- Engaged children in arts and crafts, singing, sports activities, games and field trips while maintaining safe environment
- Communicated with other counselors to coordinate group activities
- Maintained relationships and communicated with camper parents and family members
- Helped campers build confidence and self-esteem through consistent guidance and mentoring
- Monitored for signs of physical and emotional distress and stopped activities to administer care when appropriate.
- Supervised camper activities to address behavioral issues and promote fun, safety and inclusivity.
- Prepared reports for management regarding status and progress of recreational activities.
- Participated in meetings to coordinate with other staff on campers’ progress, issues and goal achievement.
Education
Bachelor of Science -
Tennessee State University
Nashville, TN05.2026
High School Diploma - undefined
Wilson Central High School
Lebanon, TN06.2020
Skills
- Top Registrar Performer
- Creative Problem Solving
- File and Records Management
- Verbal and Written Communication
- Meditech
- Payment Estimator/HPS
- Avaya
- OnBase
- Customer Service
- Safety and Security
- Microsoft Office
- ECare Next/ Passport Onesource
- Artiva
- Host
- Basic Troubleshooting
- Etran/Erequest
- Payment estimator/ HPS
- Resequencing tool
Timeline
Collector WFH
Parallon
02.2024 - Current
Registrar
Centennial Medical Center
03.2023 - 02.2024
Summer Camp Counselor
Gordon Jewish Community Center
06.2022 - 08.2022
Customer Service Representative
Kroger
05.2016 - 03.2023
High School Diploma - undefined
Wilson Central High School
Bachelor of Science -
Tennessee State University