Center Representative Service
Resume:
Lakishia Prysock
Pickerington, OH *****
********@*****.***
Authorized to work in the US for any employer
Work Experience
Member Service Representative
Tech link System INC. (Amerihealth Caritas) - New York, NY October 2022 to Present
Assisting with inbound calls for Member Services. Some outbound calls are made as well. Updating demographics for members or Authorized Representative. Ensuring that the state’s information matches our system. Proving benefit information to members and making sure that they understand them. Contacting providers offices to assist members with scheduling appointments while also updating the providers in the system. Filing complaints and grievances for the members. Creating and sending provider directory’s via email or ensuing that they are mailed out to the members. Training on assisting with crisis calls from members.
Collections Physicians Billing
Diversified Health Care Services, Inc - Richardson, TX September 2021 to August 2022
Assisting with inbound/outbound calls about account balances. Ensuring the correct demographics and insurance are on the accounts. Working Excel Spreadsheet on overdue account to cleared out the system. Checking provider website for insurance payment information. Contacting insurance to get claim information as well. Placing request for missing payment, re-billing to insurance. Patient Account Call Center Representative
OhioHealth - Columbus, OH
December 2014 to July 2021
Patient Account Representative- Assisting with inbound/outbound calls; Assisting patients with question/ concerns about charges for physician, outpatient/inpatient facility charges. Ensuring that we have correct demographics.. Processing payments or setting payment plans for patient balances, updating insurance data. Providing patients with Financial Assistance guidelines. Communicating effectively with physicians and insurances when required. Using and understanding Medical terminology. Price line- Inbound/outbound calls; Providing patients, physicians, and insurances company with price estimates for inpatient/outpatient procedure, physician appointments before procedure are performed. System used EPIC and informatica.
Home Medical Equipment (HDMS)- Inbound/outbound calls; Assisting patients with questions/concerns about billing or equipment. Processing payments or setting payment plans, providing patients with Financial Assistance guidelines. System used Health Data Management System and Patient Co (payment system)
Complete Patient Records (CPR+)- Inbound/outbound calls; Assisting patients with questions/concerns about charges for infusion charges.
Completing research for any and all departments that I worked in and ensuring that the patient was contacted in timely manner. Assisted with Training new associates on policy and procedures for them to effectively handle calls.
Account Manager
Aarons' Sales and Lease - Columbus, OH
July 2007 to November 2014
Collections & Customer Service; Inbound/outbound calls for payments on merchandise, setting payment appointments. Monitoring Financial Data, Revenue & Fiscal Reports via Customer Core & A.R.T software databases. Clerical Administrative creation of notification letters via A.R.T. Sales & Marketing via Residential and Apartments Management. Assisting with delivering and returning of merchandise. In store Customer Service; handling verification calls for new customer sales. Handling phone sales. General Manager; Monitoring stores performance, over seeing progress of sales and marketing goals; Maintaining inventory (inbound/outbound); Completing and closing sales with each customer. Purchasing parts & supplies from various vendors for the customers. Verification of Revenue & Deposit discrepancies, coaching and development of each associate.
Trainer/Team Lead
Sears (Home Delivery) - Columbus, OH
November 1997 to June 2007
Inbound/outbound Call Center; Updating Customer address and assisting with delivery concerns or rescheduling of deliveries. Updating delivery instructions when needed. Ordering parts for items that were missing or damaged for the customers. Monitoring delivery drivers to ensure that deliveries are made in a timely manner. Training new hires of the policy and procedure to ensure that customer are handled in a professional and efficient manner, while being able to answer questions that may arise. Proving refresher training for senior associate or ones that are having difficulty handling upset customers. Provide coverage for Management Team when needed. Team lead- Monitored a team of 20-25 associates to ensure that they are meeting company goal handling time, hold time and 90% or higher for call quality. Education
Certification for Medical & Billing Coding in Medical Billing & Coding National American University-Indianapolis - Indiana December 2018 to June 2020
None in Completed Electives
DeVry University-Ohio - Columbus, OH
May 2004 to July 2005
High school diploma in College Prep Courses
Brookhaven High School - Columbus, OH
August 1992 to May 1996
Skills
• CPT coding (working with the physician and insurance) (4 years)
• Insurance verification (Epic) (7 years)
• Medical billing
• Epic
• Persona Pay (payment system) (6 years)
• Flexibility (10+ years)
• Team Work (10+ years)
• Reliability (10+ years)
• Outbound sales
• Problem-solving
• Excellent Customer Service (10+ years)
• Excellent Problem Solving Skills (10+ years)
• Excellent oral and written communication skills (10+ years)
• Strong listening/comprehension skills (10+ years) Certifications and Licenses
Medical & Billing Coding
Present
Certification in Medical & Billing Coding- also completed courses work in Administrative Medical Assistance. Completed coding for inpatient and outpatient services. This was all though the school program.
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