Customer Service Medical /Health Insurance

Ollie Teresa Henry

Upper Marlboro, MD *****

**********@*****.*** 202-***-****

Summary

Customer Advocate with over 20 years of varying direct healthcare customer service experience; ranging from hospital care, medical billing/claims and inbound/outbound customer care call center experience. Successes in examining/correcting claims, resolving complex medical billing issues and onboarding new members.

Skills & Expertise

Windows, Word, Excel, Meditech & McKesson, Qnxt Star, AS400, Rumba, Siebel, Lumnix, Epic, Spok and Visions. Microsoft Teams, Skype, Google Chats, and Munis. ATV, CEC and ASD systems TYPE: WPM 60

Certifications: Data Entry Processor, PTC Career Institute Experience

Calvert Health Medical Center 2023-Current

Communications Operator

• Prepare nightly doctor and patient report for on duty physicians and ER staff. Handling Multi-channel radio with security recording all calls accurately. Monitoring all security cameras and activity on hospital campus.

• . Answering all calls as an answering service for all local doctor’s offices. Monitoring security cameras and dispatch security for all code calls. Monitor alarms, Fire and all security calls for Medical offices.

• Onboard new staff members by providing training and quality feedback on work. Dispatching all calls for Codes throughout the hospital for all code teams. Record accurately on all logs.

Aetna CVS Healthcare 2022-2023

Case Management Associate

• Working in the Engagement Hub as a Case Management Associate making Outbound calls daily to members.

• Taking Inbound calls mis-directed from members and providers anywhere from 50-60 calls daily explaining how to use the IVR and doing a warm transfer to other units within the company.

• Scheduling 10-15 appointments weekly for Case Managers. NCAS: CareFirst TPAO, Fairfax, VA 2014-2021

Customer Service Advocate

• Provide frontline customer service, via 50-70 inbound and outbound calls per day, assisting medical providers and billing representatives with information.

• Respond to request for information on claim status and explanation of benefit documents.

• Mentor new employees and assist with acclimating them to system usage.

• Assist with providing technical support for online users. Education

HS Diploma: Crossland High School, Temple Hills, MD Certifications: Data Entry Processor, PTC Career Institute Employment Gap (2021-2022) – Time spent caring for an elderly relative.

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