Customer Service Advocate
Resume:
Tracy Webb
Killeen, TX *****
ad2s0u@r.postjobfree.com
Customer Service Advocate/Customer & Provider Relations Compassionate, experienced and knowledgeable in Healthcare Insurance. ad2s0u@r.postjobfree.com Comprehensive background in providing resolutions to providers and members one Authorized to work in the US for any employer
Work Experience
Customer Service Advocate 2
HCSC - Remote
August 2021 to June 2023
Provider Services
Validate verification and documentation of insurance eligibility and coverage for anticipated procedures. Validate insurance authorizations was obtained from referring physicians when necessary/appropriate. Validate documentation of patient insurance benefit, co-payment, deductible and co-insurance Reviewed claims with providers and patients, sent corrected claims to reprocess and answered and resolved any questions
Customer Service Duties
Answers the department telephone immediately or within three rings utilizing courtesy and patience. Greet patients and their families with courtesy and concern for their needs. Listens to customer needs and takes appropriate action as indicated. Gather patient demographic and financial information in a kind and courteous manner. Reschedule patients upon patient request and notifies the patient’s physician. Mark patient cancellations in the appropriate scheduling system and notify the patient’s physician. Document telephone encounters.
Manage an appointment waiting list as indicated.
Call patients to confirm appointment times and offer any other pertinent information such as out-of- pocket expense, education, directions, parking information, etc. Customer Service Representative/Certified Product Trainer Teleperformance - Killeen, TX
June 2015 to August 2021
Provides exceptional customer service to internal and external patients who were on Medicare. Validate documentation of patient insurance benefit, co-payment, deductible and co-insurance Resolve complaints
Provides emotional support and comfort to customers Process payments over phone and set up payment arrangement on outstanding balances Serve as an example/role model
Train and develop new hires
Successfully created soft skill presentations which helped increase the call center customer service Shift Manager/Lead Delivery Driver
Edible Arrangements - Harker Heights, TX
August 2011 to June 2016
Drive van to deliver fruit arrangements to customers Write customer orders and sales contracts according to company guidelines Inform regular customers of new products or services and price changes Record sales or delivery information on daily sales or delivery record Arrange merchandise and promotional items
Maintain van and all equipment to proper standards Supervised employees and opened and closed shifts with end of days. Home Health Attendant
Outreach Health Services - Granger, TX
May 2008 to December 2010
Provided exceptional care to patients and their families Maintained records of patient care, condition, progress or problems and report to supervisor Provided assistance with patient ambulation, and other activities of daily living Kept patient area clean and sanitary; change linens, washing and ironing Directed patients in prescribed physical activities, and administered medications Provided emotional support and comfort to patient and family members Education
Associate's degree in Business
University Of Phoenix - Phoenix, AZ
October 2014 to May 2018
Skills
• ICD-10
• Documentation Review
• Van Driver
• Insurance Verification
• Leadership (8 years)
• Supervising experience (5 years)
• ICD-9
• Hospital Experience
• CPT Coding
• Medical Coding
• Anatomy Knowledge
• Patient Care
• Computer skills
• Customer service
• Microsoft Office
• Medicare
• Organizational skills
• Leadership
• Medical coding
• Driving
• Anatomy knowledge
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