AG

ALISA N. GAVIN

ad0bxv@r.postjobfree.com 463-***-**** Indianapolis, IN 46216

Personable and dedicated Customer Service Representative with extensive experience in healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Order and request filing

Multi-line switchboard

Critical thinking

Active listening

Conflict resolution

Flexible

Teambuilding

Schedule management expertise

Professional telephone demeanor

Warm and cold call expertise

High-volume call reception

Telephone headset mastery

Outbound calling

Building rapport

Multiline phone system proficiency

Documentation skills

Policy knowledge

Insurance plan verification

Patient insurance authorizations

MS Office

IU Health Methodist Hospital

Indianapolis, IN

Patient Access Representative

01/2022 - 04/2023

Applied HIPAA privacy and security regulations while handling patient information.

Verified demographics and insurance information to register patients in computer system.

Organized and maintained records by updating and obtaining both personal and financial information from patients.

Obtained necessary signatures for privacy laws and consent for treatment. Explained various admission forms and policies, acquiring signatures for consent.

Explained policies, procedures and services to patients. Obtained informed consent and payment documentation from patients and filed in system.

Reported liabilities and risk management concerns to supervisor for review.

Created new accounts and updated existing patient accounts with most current details.

Answered customer questions and scheduled appointments. Completed timely changes and updates to schedules in central scheduling system.

Zotec Partners Indianapolis, IN

Call Center Representative

10/2021 - 01/2022

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Met or exceeded call speed, accuracy and volume benchmarks on Summary

Skills

Experience

consistent basis.

Documented conversations with customers to track requests, problems and solutions.

Maintained strong call control and quickly worked through scripts to address problems.

Reviewed customer account information to determine current issues and potential solutions.

Consulted with customers to determine best methods to resolve service and billing issues.

Reviewed files, records and other obtained documents to respond to customer requests.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

United Healthcare Indianapolis, IN

Claims Client Representative

07/2021 - 10/2021

Entered client data in centralized database and maintained up-to-date case records for all clients.

Delivered high level of service to clients in effort to build upon relationships for future.

Resolved benefits and claims issues and implemented corrective actions to prevent recurrence.

Drove customer escalations to resolution by engaging directly with clients. Diligently filed and followed up on third party claims. KHI Solutions Indianapolis, IN

211 Vaccination Agent

01/2021 - 07/2021

Analyzed incoming data from all sources and provided detailed reports to case teams.

Prepared thorough, accurate and well-edited documents for cases, client communication and internal needs.

Used Zotec to document calls and schedule appointments. Scheduled and confirmed appointments.

Radiology of Indiana Indianapolis, IN

Registrar

05/2018 - 04/2019

Answered questions and fulfilled requests with friendly and knowledgeable service.

Collected, evaluated and stored documents securely in permanent records. Proofread documents carefully to check accuracy and completeness of all paperwork.

Ordered and restocked supplies in line with budget limits and office needs. Provided hands-on training and coaching for junior staff on office policies and regulations.

Answered 50 daily phone calls to direct inquiries, answer customer questions and schedule appointments.

Maintained positive working relationship with fellow staff and management.

Meridian Medical Group Indianapolis, IN

Scheduler

04/2017 - 04/2018

Updated reports and daily logs for management use and permanent files. Scheduled and confirmed appointments.

Provided exceptional customer service through effective telephone communication and follow-ups.

Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules. Answered telephones and directed calls to appropriate staff members. Made phone calls and sent emails to establish leads. IU Health Methodist Hospital Scheduled all surgeries and procedures for the hospital. Assigned Indianapolis, IN

OR Business Analyst

04/2016 - 04/2017

anesthesiologist to each surgery case.

Computed, recorded and proofread data in preparation of records and reports.

Managed office paperwork, including scanning documents and routing business correspondence.

Answered multi-line telephone system and routed calls to appropriate personnel.

Transcribed documents and maintained high levels of accuracy. Pharmakon LTC Pharmacy Carmel, IN

Pharmacy Technician

08/2014 - 10/2014

Teamed with peers, technicians and pharmacists to prioritize and complete orders.

Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.

Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.

Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system. Refilled medications, offered insight into over-the-counter products and verified insurance benefits.

Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.

Williams Brothers Pharmacy Fishers, IN

Pharmacy Technician

05/2014 - 08/2014

Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.

Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.

Teamed with peers, technicians and pharmacists to prioritize and complete orders.

Interpreted and processed medication orders under supervision of pharmacist.

Refilled medications, offered insight into over-the-counter products and verified insurance benefits.

Transmitted claims to insurance companies for payment and reconciled EOBs.

Nightingale Home Healthcare Inc.

Carmel, IN

Medical Receptionist

04/2013 - 04/2014

Entered insurance, demographics and health history into patient database. Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files. Took messages from patients and promptly relayed to appropriate staff. Answered multi-line phone system and directed callers to requested personnel and departments.

St. Vincent Medical Group Indianapolis,

IN

Operator/Medical Scheduler

12/2009 - 12/2012

Scheduled and confirmed appointments.

Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.

Completed connections between callers, departments and professionals. Tricoci University Indianapolis, IN

08/2018

Education and Training

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