Customer Service Care
Resume:
Jancy Edwards
Exceptional cross-trained medical professional with Excellent patient service skills.
Savannah, GA 31419
***********@*****.***
Excellent communication skills along with extensive knowledge and experience with all aspects of patient care...
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Care Specialist II Team Lead
Humana Medicare - Waco, TX
March 2006 to 2013
Responsibilities and Duties, but not limited to, the following; Began as CSS( customer service specialist) in call center environment. Exceeded all metrics goals set forth by Humana. Assisted all Medicare/supplement-Medicaid -social security deduction Part A,B and D related callers, providers, pharmacies, agent of record, POA's, and CMS. Promoted to SME
( Subject Matter Expert) within 3 months. Also appointed to the Quality Assurance rebuttal team. Appointed Team Lead for support bay to help agents improve on QA scores and relay knowledge and encouragement as a Team Lead. Handle all escalation calls from agents, not limited to my team. Provide the best customer service, while giving agents extra support and training ( the donut whole, what is considered PIP? etc) Excel at de-escalating the most irate callers. Expert working with several software programs. Expert knowledge of insurance benefits and all billing codes. Also, created and implemented training for Right Source home delivery pharmaceuticals as AHCA and HIPPA regulations were in the beginning stages. Whew!
Xray Tech M.A.
Concentra Medical Centers - Waco, TX
2003 to 2005
Cross-trained in all aspects of back medical office duties in addition to being one of two x-ray technicians for a busy occupational health minor emergency clinic. Assisted front office, PRN. Proficient with pre-certs, referral requirements, acceptance of benefits, copay and billing providers. Performed EKG’s, DOT physicals, pre employment drug screens, vitals, RBS testing, tetanus shots, blood draws, slide preparation, and generated all radiology dept reports on time and orderly. Front Desk Patient Care Rep
Dr Veazy, Frietag and Gardell Neurology - Waco, TX 1998 to 2002
Responsibilities
Coordinated all front desk operations for extremely high volume medical practice for 3 Doctors. Scheduled new patients, obtained all necessary paperwork to insure correct billing and payment. Assisted patient with in and out patient treatments from open MRI's to surgery. Educated patient on prescriptions, appointments, procedures and financial responsibility. Excellent communication and organizational skills.
Patient Registrar
Austin Diagnostic Medical Center - Austin, TX
1996 to 1998
Responsibilities
Assisted all patients referred by Doctors for various procedures by: Verify all insurance benefits, obtaining referrals, pre-certs and pre-authorizations Entered all information on patients for pre-registration (very detailed oriented) Educated patient on financial responsibility and collected all copays according to EOB Completed all paper, check for any errors and confirmed all information with the patient Instructed patient on all pre-op expectations and requirements, medications, fasting etc. Provided excellent patient care
Scheduled various procedures as well
Education
High school diploma
Skills
• Medicare
• Medicaid
• Customer Care
• Call Center
• Customer Service
• Customer Support
• Medical Office Experience
• Office Administration
• Medical Terminology
• HIPAA
• Insurance Verification
• Medical Scheduling
• Medical Imaging
• Patient Care
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