Courtney Dietrich
Elizabeth City
Summary
Results-driven professional with proven expertise in customer service, administrative coordination, and operational support. Known for strong communication, organization, and problem-solving abilities that ensure efficient workflows and exceptional client experiences. Demonstrates leadership, adaptability, and attention to detail while managing high-volume tasks, scheduling, and documentation. Committed to delivering accuracy, professionalism, and dependable support in fast-paced environments.
Overview
7
7
years of professional experience
2016
2016
years of post-secondary education
Work History
Sr. Financial Technical Analysis
ITC Federal/ USCG
Chesapeake
12.2023 - Current
- Managed and tracked HR records, file inventories, and organizational documents using the U.S. Coast Guard Invoice Processing Platform (IPP), Financial System Modernization Solution (FSMS), and Microsoft Office applications.
- Provided written and verbal guidance to staff regarding organizational policies, procedures, and implementation of new office systems.
- Investigated payment discrepancies and funding allocations related to vendor procurements and project awards supporting U.S. Coast Guard operations.
- Utilized Microsoft Word, Excel, PowerPoint, and Outlook to develop reports, charts, schedules, and operational documentation.
- Delivered Tier 2 system support for front-end users within FSMS, including account unlocks and password resets.
- Logged, tracked, and managed service requests and incidents using ServiceNow, ensuring compliance with Service Level Agreements (SLAs).
- Provided technical support and troubleshooting for hardware and software issues via phone, email, and virtual support tools.
- Assisted with setup, installation, and configuration of desktop computers, laptops, and peripherals.
- Authored and maintained Standard Operating Procedures (SOPs) and desk guides for internal and customer use.
- Supported User Acceptance Testing (UAT) for Department of Homeland Security FSMS system components.
- Recognized with multiple letters of appreciation for exceptional customer support and service to U.S. Coast Guard
Business Office Specialist
Chesapeake Regional Imaging Center
Chesapeake
02.2023 - 12.2023
- Demonstrates strong leadership and initiative, assuming a leadership role in the absence of the Business Team Manager or Business Team Administrator, or as otherwise assigned.
- Collaborates effectively with all Imaging Center staff to ensure timely and efficient patient care.
- Exhibits excellence in customer service, phone etiquette, communication, and organizational skills.
- Manages phone correspondence and appointment scheduling.
- Coordinates and assembles daily orders and distributes them to clinical peers.
- Provides training and mentorship to staff, serving as a primary resource for both the Business Team and clinical personnel.
- Warmly greets patients and accompanying family members upon entering the Imaging Center, maintaining eye contact and a friendly demeanor.
- Compiles and communicates accurate clinical data and demographic information to insurance providers.
- Inputs pre-authorization information into computer systems and maintains knowledge of system requirements.
- Stays current on insurance regulations to ensure proper data collection and compliance.
- Performs telephonic, fax, and online reviews of admissions and procedures with insurance carriers.
- Follows up with insurance carriers to obtain certification or authorization numbers for outpatient services.
Lead Front Desk Coordinator
Weis Dental
Chesapeake
09.2021 - 02.2023
- Demonstrates leadership and initiative; assumes leadership responsibilities when the Business Team Manager or Business Team Administrator is absent or as assigned.
- Collaborates with Imaging Center staff to ensure efficient workflow and timely patient care.
- Provides exceptional customer service through professional communication, phone etiquette, and patient support.
- Manages incoming and outgoing phone correspondence, addressing patient inquiries and coordinating services.
- Schedules and confirms patient appointments while maintaining accurate calendar coordination.
- Organizes and assembles daily orders, ensuring documentation is accurate and complete.
- Prepares and distributes daily schedules to appropriate staff to support operational efficiency.
- Maintains strong organizational skills to manage multiple tasks in a fast-paced healthcare environment.
Authorization Coordinator
Sentara Healthcare
Chesapeake
02.2020 - 09.2020
- Review daily patient schedules to identify newly scheduled procedures requiring insurance authorization.
- Initiate and obtain prior authorizations from insurance carriers in a timely manner.
- Compile and verify required documentation to ensure accurate and complete authorization submissions.
- Communicate and collaborate with insurance providers professionally to facilitate approvals.
- Navigate insurance carrier websites and policy guidelines to stay current on authorization requirements and policy updates.
- Communicate clearly and compassionately with patients regarding authorization status and insurance requirements.
- Contact insurance companies via phone or online portals to submit and verify patient information for billing and medical pre-authorization.
- Ensure accurate transmission of pertinent patient information to support billing processes and authorization approvals.
Lead Billing Support Specialist
Urology of Virginia
Virginia Beach
05.2019 - 02.2020
- Served as primary support and lead contact for the Billing Office, ensuring efficient daily operations and high-quality patient service.
- Answered patient inquiries and handled phone correspondence with professionalism and strong customer service.
- Processed patient payments and refunds via credit card, check, and multiple payment platforms; accurately posted transactions to patient accounts.
- Reviewed and edited insurance claims, resolving system and manager holds to ensure clean claim submission to payers.
- Posted patient charges, insurance payments, and EOB/EOP documentation while maintaining accurate account records.
- Generated and distributed patient invoices through digital and traditional mail channels.
- Prepared and reconciled bank deposits involving large monetary transactions.
- Verified patient insurance eligibility and obtained prior authorizations for scheduled services.
- Reviewed medical records to obtain required documentation for insurance claims and reimbursement.
- Managed delinquent accounts and forwarded cases to collections according to policy.
- Cross-trained in multiple billing department functions to support workflow efficiency.
- Utilized healthcare systems including Epic, ConnectCare, Athena, and Sentara MD Office to manage billing operations.
- Applied working knowledge of CPT and ICD-10 coding to support accurate claims processing.
Education
NC Notary Public -
Collage of Albamarle
Elizabeth City, NC 06.2025 - 02.2030
Notary Signing Agent -
National Notary Association
02.2026 - 02.2027
Great Bridge High School
Chesapeake , VASkills
- Customer Service
- Communication Skills
- Organization
- Problem Solving
- Teamwork/Collaboration
- Time Manangement
- Technology Skills
- Adaptability
- Leadership / Initiative
- Attention to Detail
References
References available upon request.
Timeline
Notary Signing Agent -
National Notary Association
02.2026 - 02.2027
NC Notary Public -
Collage of Albamarle
06.2025 - 02.2030
Sr. Financial Technical Analysis
ITC Federal/ USCG
12.2023 - Current
Business Office Specialist
Chesapeake Regional Imaging Center
02.2023 - 12.2023
Lead Front Desk Coordinator
Weis Dental
09.2021 - 02.2023
Authorization Coordinator
Sentara Healthcare
02.2020 - 09.2020
Lead Billing Support Specialist
Urology of Virginia
05.2019 - 02.2020
Great Bridge High School