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• Escalate "at risk" accounts to management immediately• Work with a sense of urgency to get resolution• Respond to all inquiries within 1 business day• Escalate bug and troubleshooting issues to tier 2 and management within the same day• Adhere to process and procedures set forth by management• Any other tasks and duties as deemed appropriate by the executive team at School Pathwavs

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