NANCY PAYAN
Kansas City
Summary
Experienced professional seeking a full-time position to apply work skills, experience, and education to make valuable contributions as a team member. Comprehensive background in customer service and client relations, bringing extensive knowledge and expertise to effectively address complex issues and enhance customer satisfaction. Consistently acknowledged for fostering positive client interactions and upholding high service standards.
Overview
11
11
years of professional experience
Work History
Remote Provider Experience Representative
Signature Performance
02.2024 - 02.2025
- Consistently achieved and surpassed quality and productivity standards on a daily, weekly, and monthly basis.
- Documented customer interactions and resolutions in CRM, adhering to departmental guidelines.
- Researched and evaluated medical claims for accurate adjudication, communicated claim statuses, and investigated denial reasons for corrective action.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Hospital Admissions Representative
Kansas City Orthopaedic Institute - Performance Rehab
05.2022 - 10.2023
- Collected and posted co-pays/patient responsibility amount
- Tracking visits and authorizations
- Scheduled physical therapy appointments for in house doctors or for any outside referrals
- Prepared admission paperwork and verified insurance
- Called to go over benefits and confirm patients' appointments for the next day
- Used a variety of systems such as WebPT, CPSI and Athena to register and/or admit patient
- Answered phone calls on a high-volume Physical Therapy department for scheduling and to discuss other needs of patients
ATR Sales, Inc (Atra-Flex Couplings)
04.2021 - 04.2022
- Provider order information with regards to order status, inventory status, delivery status to customers via telephone and email
- Resolve product/service problems by determining its cause and explain how to best resolve problem
- Work and communicate with shipping department to notify of expedited orders
- Enter daily orders as they are received
- Accurately enter orders and double checking they match customers' purchasing orders
- Communicate with our shop manager if need to expedite parts/items that are not in stock
- Ensure purchase orders have updated/current pricing
- Call customers to inform them if orders might be delayed due to shop issues/other unforeseen circumstances
Spark Aligner Order Entry Technician
Envista Holdings, Inc
09.2020 - 03.2021
- Created sales orders/work order packets and processed shipping documentation
- Input order data into multiple production software (Oracle, Spark DTX, MES)
- Scheduled cases in production based on due dates from clients
- Updated production software with correct and accurate corresponding/tracking numbers
- Thoroughly read patient notes and doctor's prescription to create correct amount aligner orders
- General knowledge in areas of the warehouse and/or participated in projects as assigned by manager/lead
- Monitored customer orders; including checking inventory, verified/updated customer information
- Organized workflow to meet customer timeframes
- Constantly checked bin for new orders throughout workday
Dental Patient Coordinator/Customer Service/Treatment Coordinator
Byun and Patel, A Dental Corp
06.2014 - 09.2020
- Greeted and welcomed patients and visitors to the office
- Prepared financial treatment plans and presented plan options (cash/CareCredit) to patients at end of their appointment
- Collected payment from patients at the time of treatment
- Maintained and kept track of petty cash
- Checked in patients according to office rules, verified and updated patient information
- Confirmed the next day's appointments according to protocol and patient preferences
- Made follow-up appointments as needed
- Scheduled patients for efficient use of doctor and staff time
- Maintained a professional reception area and organized patient education materials, etc
- Reviewed supplies for reception and provided order to Doctor
- Reviewed the office for a neat and professional appearance and made changes if needed
- Managed recall and inactive patient system
- Accurately filed patient information
- Updated insurance information in all patients at all times
- Prepared claim forms for patients with dental insurance
- Opened and closed dental office according to office rules
Education
Associate of Arts Degree - University Transfer Studies
Santa Ana College
Santa Ana, CA12.2019
Skills
- Bilingual English/ Spanish
- Bi-literate English/ Spanish
- Microsoft Word
- Excel
- Power Point
- Typing
- 10-key by touch
- Operate office machines
- High energy
- Confidential
- Trustworthy
- Positive attitude
- Ability to work independently
- Minimal supervision
- Multi-tasking
- Excellent oral communication skills
- Excellent written communication skills
- Inbound-outbound phone calls
- Fax
- Extremely organized
- Creative
- Hard-working
- Team player
- Enjoy helping others
- Detail oriented
- Dependable
- Self-motivated
- Quick learner
- Strong work ethic
- Willingness to work a flexible schedule
- Empathic
- Reliable
- Dependent
- Problem-solving skills
Timeline
Remote Provider Experience Representative
Signature Performance
02.2024 - 02.2025
Hospital Admissions Representative
Kansas City Orthopaedic Institute - Performance Rehab
05.2022 - 10.2023
ATR Sales, Inc (Atra-Flex Couplings)
04.2021 - 04.2022
Spark Aligner Order Entry Technician
Envista Holdings, Inc
09.2020 - 03.2021
Dental Patient Coordinator/Customer Service/Treatment Coordinator
Byun and Patel, A Dental Corp
06.2014 - 09.2020
Associate of Arts Degree - University Transfer Studies
Santa Ana College
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