Customer Service Insurance

Cassandra A. Janton

** *** ******, ************, ** 01588 ● Phone: 508-***-**** ● E-mail: ************@*****.***

OBJECTIVE:

To obtain a position in a progressive and professional environment which offers career opportunities and growth .

EXPERIENCE:

Partnership/On Process 2013-present

Call Center-Lead

Pull daily numbers from data bases, updated data bases from clients, transfer this data into daily production report for

management.

Run daily reports for wrap times, not ready reports and short calls, update excel spreadsheet to track trends for each

agent. Check time clock, manually updated missing breaks or correct long breaks. Check exception slips or staff

with off phone time and updated time clock as to why staff . Run talk to calculate calls per hour.

Update employee sheets with call out, long breaks, adherence and quality monitoring scores. Pull adherence scores,

update in excel and power point, to maintain the productions board. Pull quality monitoring, highlighting with

100% or if under average highlight the things that were missed so supervisor can address with staff. Update call

manager with letters from 2 of the medical devices clients. Answer staff questions, quality monitor calls with

staff, help train new staff members and fill in on calls when staff is out.

UMass Medical Center, Worcester, MA 2001 – 2013

Insurance Verification

Run daily reports for insurance companies, correct and update insurance information prior to billing. Work closely with

insurance companies to obtain patients eligibility and benefits for upcoming surgeries and any authorizations that may be

needed. Cover for coworkers while on vacation or sick. Run biannual report for long term patients to make sure the

insurance claim is still active. Handle and reprocess all denied claims. Work on backlogs to make sure all surgery

calls have been made and the information is accurate and complete.

Find new insurance for denied lab accounts over $500. Department trainer for new computer software, Soarian.

Dolphins Resource Group, Worcester, MA 2000 – 2001

Accounts Receivable

Handled all collections for early intervention services for UMass and Pernet Family Health Services. Entering payments and

denials. Handled all collection calls. Process and review claims. Process electronic claims. Make sure all information is

accurate before sending. Importing corrections to Department of Public Health

Computer Skills: Microsoft Word, Excel, Meditech, Soarian and Sharepoint

Hanover Insurance, Worcester, MA 1999 – 2000, UMass Group Practice, Worcester, MA

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