Customer Service Data Entry

DEANNA LANG

**** ***** ****** ******

City, KS **104 (913) 530-

7501

*********@*****.***

SKILLS

*Account Management *Accounts Receivable *File and Record Maintenance

*Customer Service *Research and Resolution *Computer/Data entry

*Correspondence *Education and Training *Leadership/Coaching

*Workers Compensation claims *Payment processing *Research and claim set up

*Beginning Piano Teacher

PROFESSIONAL WORK HISTORY

University of Kansas Health System Kansas City, KS (September 28, 2023- present) Health Resource Center/Customer service

• Taking inbound calls and routing to various clinics and hospitals

• Answering general questions and giving directions to clinics and hospitals

• Setting up accounts and demographic information in the system

• Setting appointments for primary care physicians AIG/ Accenture Olathe, KS. (January 20, 2015- August 11, 2023) Insurance/Validation/Research and Claim set up Technician, Control Specialist

• Creating retirement accounts, including IRA, 401(k), 403(b), etc.

• Reviewing applications for missing information and communicating with the Financial Advisor to enable corrections.

• Verifying client information as needed.

• Reviewed Worker’s compensation claims, bills and other documents and routed to the correct claim numbers

• Researched Workers compensation claims without claim numbers searching by name or employer for routing to adjuster

• Corrected errors in routing and moved to correct claim numbers as needed

• Set up International Work Comp claims and uploaded to system and assigned adjuster

• Trained in processing small payments, sent letters for returning documents to senders and edited adobe documents to remove blank pages, rotate images, etc. CoreSource Overland Park, KS. (September 5, 2012 – October 21, 2014) Claims Examiner

• Reviewed healthcare claims for payment, including invoices for physicians, hospitals, laboratories, and pharmacies.

• Sorted incoming mail and documentation, reviewed letters of medical necessity, physician’s notes, and other related documents and responding by mail, fax or phone call when required.

• Monitored assigned reports at the end of the business day for any corrections required before final processing.

• Monitored changes in processing regarding State, Federal and Local mandates, client specific updates and in-house procedural changes.

Acclaris Reimbursement Center Overland Park, KS. (October 23, 2006 – June 21, 2012)

Participant Care Analyst (Call center)

• Developed spreadsheets, analyzed data, created related reports, followed up with representatives and Team Leads for training opportunities.

• Made outbound calls to resolve escalated issues.

• Took escalated calls and worked with clients to bring about resolution. Team Lead

• Oversaw 10-20 call center representatives.

• Took escalated calls and followed up with representatives for training and coaching opportunities.

• Monitored attendance, performance scores, and annual evaluations, and handled corrective action as needed.

• Worked with other management staff to ensure representatives were adequately trained and up to date on policies and procedures.

Senior Participant Services Representative

• Assisted the Team Lead with escalated calls, coaching and training representatives.

• Took up to 75 incoming calls a day regarding all pre-tax plans.

• Made outbound calls as needed to resolve difficult client issues.

• Reviewed inbound documentation for accuracy and forwarded to the processing team for completion.

Call Center Participant Services Representative

• Took 75-100 inbound calls per day regarding pre-tax benefits.

• Reviewed documentation and assisted clients regarding supporting documentation, completing forms accurately, and advised of turn-around time for processing and payment.

• Referred difficult issues to the Team Lead or Senior Team Lead for more resolution.

• Worked with other customer service representatives to bring about successful resolution, while giving accurate and consistent information to our clients. Varied: Beginning Piano Teacher – private lessons 2015-2017 EDUCATION

New Horizon's Computer Learning Centers-Overland Park, KS 2008 Certificate, Medical Administrative Assistant

Midwestern Baptist Theological Seminary, Kansas City, MO 1993-1995 Master’s Degree incomplete, Master of Divinity

St. Mary’s College of Leavenworth-Leavenworth, KS 1991 Bachelors of Science, Psychology

Kansas City Kansas Community College- Kansas City, KS 1988 Associates in Applied Science, General Studies

Certificate: Individual Crisis Intervention and Peer Support, UMBC Training Center Class B Commercial Driver’s License: Previous experience as school bus driver

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