Diamond Mccullough Email & Phone Number

• Managing incoming requests through various channels (calls, emails and chat* (TBD on chat timing))
• Work all correspondences and follow ups via HubSpot
• Recognize individual customer service needs and resolve their inquiry, provide and maintain follow ups when necessary
• Maintain and update customer related information inHubSpot
• Provide resolutions at the first point of contact, avoiding transferring the call or having to call client back if possible
• Continue to learn and grow in product knowledge of all areas of School Pathways offerings

United States

• Processed insurance claims promptly to effectively intake client files, resulting in a 90% claims approval rate.
• Trained all new staff on company guidelines and processes to maintain a 100% compliance rate.
• Executed the transition to new software after obtaining credentials to train the team, reducing processing time by 20%.
• Managed customer relations to become a trusted advisor to the client, increasing customer satisfaction ratings by 15%.

El Cajon, California, United States

• Executed the update of over 1,000 files with sensitive information via a remote format to ensure timely paperwork turnover, resulting in a 30% reduction in errors.
• Directed a training program to introduce a new online platform during 100% remote work, resulting in a 15% increase in employee proficiency.
• Built relationships with students to manage student retention, resulting in a 25% increase in retention rates.
• Executed a successful program to identify the best way for employees to transition to in-person work while minimizing transition issues, resulting in a 10% reduction in employee stress levels.

San Diego County, California, United States

• Verified, researched, and completed all client paperwork and insurance claims to bill for reimbursement while broadening the customer base, resulting in a 20% increase in client retention.
• Led the development of new processes to ensure a proficient changeover when the office switched client retention software (CRM), resulting in a 15% increase in employee productivity.
• Increased professional and technical knowledge by attending educational workshops and networking with medical groups aligning with their mission and vision, resulting in a 10% increase in industry knowledge.
• Resolved system and reimbursement issues with insurance companies and raised the percentage of approved claims to 100%, resulting in a 25% increase in revenue.
• Managed interactions between clients and the provider to ensure client retention, resulting in a 20% increase in client satisfaction.

San Diego Metropolitan Area

• Managed the transfer of over 500 paper client medical records to EHR
• Submitting Claims to be transferred to the billing department
• Maintained the office with the implementation of onboarding and organizational focused practices.

Bachelor'S Degree, Health Communication, 3.5

Associate'S Degree, Communication, General, 4.0

Activities and Societies: Black student union, educational opportunities program, exemplary student league

Medical Billing And Coding, Healthcare, 4.0

Google Project Management