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Customer Service Care

Monroe, North Carolina, United States
September 22, 2018

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EBONY N. HANSEN **** Woodbrook Ln Apt C


OBJECTIVE: To obtain a position where my patient and customer care can be used to contribute to the company.


Western Technical Institute El Paso, Texas

Certificate: Medical Assistant


*Operating Systems- Windows

*Office Programs- Microsoft Word, Spreadsheet, HCPCS, ICD9-10 and CPT Coding, Power Point, Lotus Notes, Eclipses, Medical Terminology,

Data Entry, SMS, Cerner, ECS, HIBS, Knowledge Center, Word, Excel, ETM/Centricity, Medspan, Power Chart


Ensemble Health Partners/Huntersville, North Carolina AR Representative

June 2018-Present

*Contacting the insurance carrier specific to their assigned account queue, and following up on the underpaid claims, to result in payment on the account.

*I would review account specifics to evaluate how to follow-up with the Insurance payer on the aged or delayed claims, and be responsible for contacting them by phone to move the account forward in the payment process.

*Following the conversations, the Representative will note all accounts appropriately per the objective quality standard

MedA/Rx, Charlotte, North Carolina

Insurance Follow-Up,

March 2017-June 2018

*Handle all Insurance calls and denial reasons, credentialing

*Obtain supporting documentation regarding insurance follow-up, medical records

*Obtain claim status via the telephone, internet and/or fax

*Billing via electronic and hardcopy submission

Xerox, Charlotte, North Carolina, Members Services,

June 2016-March 2017

*Handle billing, processed claims and prescription, routing claims, pricing error

*Generated invoices, processed refunds, referrals, billing/claims denials

*Responsible for verifying benefits and taking payments, cash posting

*Responsible for verifying demographic, per-certification and pre authorization

Roswell Park Cancer Institute, Buffalo, New York, Clinical Support Assistant, February 2010-April 2013

*Performs clerical support in an assigned inpatient and/or outpatient institute

*Answer routine inquiries; screen calls; assist visitors and patients; verifying


*Record and transcribes physician orders; scheduled and rescheduled


*Maintains and coordinates clinic schedules; manages the co-pay collection

Kaleida Health, Buffalo, New York, Patient Financial Clearance Register, July 2004-May 2009

*Register patients for in and outpatient services, call center office

*Responsible for verify insurance information; receiving and triage inbound calls

*Responsible for financial clearance and getting authorization on insurance

*Responsible for collecting co-pays; researching payer coverage

HSBC Bank USA, Buffalo, New York, Customer Service Representative, October 2000-December 2004

*Provided customer care, solving problems in a call center environment

*Transfer funds from one account to another, ability to close accounts and

credit cards

*Ability to open loans, refinance mortgage, mortgage underwriting, review,

verify and identify customer transactions to detect/prevent fraud

*Assist with customer question and authorize completion of their orders


I have interpersonal and negotiating skills as well as typing letters, memorandums, forms, reports and manuscript from written copy, dictaphone equipment or transcription; proofs materials for errors and ensures layout is in keeping with the institute format. Faxing, copying, calculating bills, posting payments. As well as organizing and prioritizing, team work, attention to detail and accuracy, along with the ability to meet deadlines.

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