DATE EARNED TWITTER HANDLE 702-***-**** LINKEDIN URL

ALH

SKILLS

** ***, ** ***, ********* Word, Excel,

PowerPoint

Epic HB and PB, Expanse, Meditech,

Allscripts Centricity, Navi-net, Availity,

PEAR, Ciox, Cerner, Novitasphere, ePaces,

NJMMIS, Payerpath, Phreesia

Cashiering, drug dosage, insurance

verification and billing

Pharmacy law, 200 drugs (trade and

generic)

AS400

Medicare

Notary

ALIA L. HOLTS

CALL CENTER SUPERVISOR

EXPERIENCE

PHYSICIAN AND HOSPITAL BILLING • MED-METRIX •

SEPTEMBER 2020 – APRIL 2022 – SUPERVISOR – APRIL 2022 – PRESENT

Manage and supervise a team of ten call center agents for five clients for revenue cycle billing. Supports agents through feedback, yearly evaluation, and communication. Measures KPI's like inbound calls, call waiting, wrap-up, code disposition and call abandonment. Assists with taking agents' calls if they can't handle the workload. Hire, onboard and train call center personnel. Monthly QA and feedback. Take calls from members and insurance companies regarding claims, claim denials and payment. Process patient payments and place customers on payment plans according to client. Shadow train new employees, special projects and field emails from patients and insurance companies regarding disputes, payments, Explanation of Benefits, refund requests, documentation and more.

PATIENT CARE ADVOCATE-SPECIAL HANDLING •ALLIANCE

WALGREENS PRIME • OCTOBER 2019 - MARCH 2020

Level 2 Advocate provided new and existing patients with the best customer service in relation to their essential prescription drugs, clinical services, billing inquiries and complaints. Took and made various contacts to MD offices. Was on a special team for Synagis vaccine for newborns with respiratory problems. Scheduled deliveries with patients and MD offices.

CUSTOMER SERVICE AND PROVIDER SERVICES • JMS ASSOCIATES • APRIL 2018 – MAY 2019

Take calls from members and providers regarding benefits, claims, check tracers appeals, HRA, COB Medicare COB and network inquiries. ALH ALIA L. HOLTS

CALL CENTER SUPERVISOR

EMAIL TWITTER HANDLE 702-***-**** LINKEDIN URL

2

CUSTOMER SERVICE • CONCENTRIX • MARCH 2017 – NOV 2017 Answer calls from Consumers Energy customers for billing information, payment arrangements, payments, and service requests. HEALTH INSURANCE CUSTOMER SERVICE • HEALTH NET OF

CALIFORNIA • MARCH 2007 – FEB 2010

Review insurance policy terms to determine whether a particular loss is covered by insurance.

Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Check to ensure that appropriate changes were made to resolve customers' problems.

Implemented new ways to solve problems quickly and efficiently, for the assistance of members.

EDUCATION

PHARMACY TECHNICIAN • MAY 2006• AMERICAN CAREER COLLEGE BUSINESS ADMINISTRATION IN HUMAN RESOURCES • SEPT 2016 -FEB 2017

CODING •APRIL 2022 •AAPC

ALH ALIA L. HOLTS

CALL CENTER SUPERVISOR

EMAIL TWITTER HANDLE 702-***-**** LINKEDIN URL

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