Customer Service Health Insurance
Resume:
Janice Lawson
Waskom, TX *****
903-***-**** ***********@*****.***
PROFESSIONAL SUMMARY
Versatile professional serves as first point of contact for patients by verifying insurance, handling paperwork and preparing records. Patient-oriented and helpful candidate familiar with MS Office and EHR systems coupled with thorough knowledge of medical terminology. Committed to providing personalized service and quality patient care. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. SKILLS
• Health insurance
• EMR / EHR
• Medical office administration
• Account management
• Report preparation
• Recordkeeping strengths
• CRM/ Zendesk
• Multi-line phone talent
• Understanding of medical terms
• Insurance coverage verification
• HIPPA Compliant
• Staff Training
• Department leadership
• Recording data
• Diagnostic Testing
WORK HISTORY
HEALTH PLAN SPECIALIST 05/2021 to Current
Arise Platform - Remote
• Answered constant flow of customer calls with minimal wait times. Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
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Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
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Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
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Developed relationships with providers and networks to achieve favorable client coverage.
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Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
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Monitored changes in health insurance laws and regulations to verify continuous compliance.
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• Negotiated with insurers to secure industry-leading health insurance coverage for clients.
• Developed tailored health insurance plans to meet individualized client needs. PHLEBOTOMY TECHNICIAN 01/2019 to 03/2021
DCOL - Longview, TX
• Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
Completed proper sanitation and cleaning of equipment and work areas between patients.
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• Tracked collected specimens by initialing, dating, and noting times of collection. Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
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• Logged patient information and recorded results into system.
• Followed physician orders to correctly administer therapeutic phlebotomy. Promoted mission, vision, and values of organization and trained new clinical staff in phlebotomy procedures.
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Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
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• Reviewed patient records for accuracy and completeness.
• Conducted venipuncture and other CT procedures.
Addressed questions and concerns to educate patients on collection process and procedures.
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PHLEBOTOMY SUPERVISOR 05/2011 to 03/2018
CPL Laboratory - Shreveport, LA
Supervised employees at multiple sites and reporting locations to maintain consistent practices across company.
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• Reviewed employee performance and developed improvement plans. Correlated and interpreted data based on technical, instrumental and physiological conditions.
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Developed and implemented training processes to achieve high quality of care for patients.
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• Upheld all compliance standards and kept team in line with requirements. Notified management of compliance and workplace safety issues from department and recommended simple solutions.
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Monitored customer service and supported staff in resolving patient concerns to maximize workflows.
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• Fostered communication within team and between departments.
• Organized daily work based on collection priority.
• Monitored patients for reactions and verified sample quality. Completed proper sanitation and cleaning of equipment and work areas between patients.
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• Tracked collected specimens by initialing, dating, and noting times of collection. Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
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MEDICAL RECEPTIONIST 03/2009 to 02/2010
Lifeshare Blood Centers
• Maintained current and accurate medical records for patients. Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
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• Adhered to strict HIPAA guidelines to protect patient privacy.
• Transcribed phone messages and relayed to appropriate personnel.
• Managed multi-line phone system and pleasantly greeted patients. Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
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• Checked patient insurance, demographic, and health history to keep information current.
• Organized paperwork such as charts and reports for office and patient needs. EDUCATION
Remington College - Baton Rouge - Monroe, LA Phlebotomy Certi cation CERTIFICATIONS
• CTC / Phlebotomy Certi cation
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