Los Angeles Customer Service

Dashonda Hardy

Los Angeles, CA *****

Contact Details 323-***-****/ **************@*****.***

Professional Summary:

•Results- orientated professional with over 9 years of expertise in customer and patient services, demonstrating proficiency in high-volume inbound and outbound cold calling, with a consistent track record of 75+ calls daily.

•Adept at conducting comprehensive verification of policyholder and patients' insurance coverage, ensuring accuracy and completeness in gathering and updating information on insurance policies.

•Explanation of Benefits and excels Proficient in handling Explanation at checking eligibility and benefits verification for various policies, treatments and procedures.

•Extensive experience in verifying eligibility, coverage limitations, and pre-authorization requirements, contributing to streamlined processes and reduced administrative hurdles.

•Proven ability to handle policyholder and patient inquiries over the phone with professionalism and efficiency, addressing concerns related to paymentsappointments, services, and general information.

•Meticulous in collecting and recording policyholder and patient demographic information, obtaining relevant medical history for appointment scheduling.

•Effective communication skills utilized to explain insurance policy and insurance benefits to policyholer and patients, including details on inurance premuims, pay schedule, co-pays, deductibles, and any out-of-pocket expenses.

Skills:

•Payroll Processing MS Word QuickBooks

•Customer Service MS Excel Bookkeeping

•Accounts Payable/Receivable

•VCC – Phone System, Mitel

•MS Outlook

•Claims and Policies

•Data Entry

•EPIC

•Linx Production, Citrix

•Heavy Scheduling/Calendaring

•Claims and Patient Registration

•Dwelling/Commerical and Medical Insurance

Education:

•Broker and Fair Plan CE 4 Hours Los Angeles, CA 2024

•West LA Community College - Los Angeles, CA, 2002

•Medical Assistant, Nova Institute - Culver City, CA, 1997

Professional Experience:

California Fair Plan- Robert Half, Los Angeles,

Dec 2023 - Nov 2024

Customer Service Representative

•High volume inbound and outbound cold calls 60+ daily.

•Liason between the Underwriting, OPS, Billing, Accounting, Broker on Record and Policyholders.

•Provide information on deductibles, and insurance premiums.

•Gather and update information on insurance policies, ensuring accuracy and completeness.

•Handle policyholder inquiries over the phone regarding application, quote, and in force policy information.

•File Claim Loss reports on Dwelling, Commericaial and CEA policies.

SLC - Apple One, Inc., Los Angeles, CA Oct 2022 - Apr 2023

Telephone Scheduler Representative

•Conduct thorough verification of patients' medical insurance coverage.

•High volume outbound cold calls 100+ daily.

•Verify eligibilty, coverage limitations, and any pre- authorization requiremnts.

•Handle patient inquiries over the phone regarding appointments, services, and general

•Collect and record patient demographic information accurately ensuring accuracy and completeness.

•Authorization and Referral Assistance to Providers and Members.

•Handling and review of Explanation of Benefits daily.

•Communicate effectively with patients to explain their insurance benefits.

•Provide information on co-pays, deductibles, and any out-of-pocket expenses.

•Educate patients on the financial aspects of their appointments and any required payments.

•Advocating for California residents about COVID 19 vaccines and Cal Alerts.

•Persistently engage in conversations about COVID-19 vaccinations and Cal Alerts by providing informative information.

•Scheduling for vaccinations and registering respondents in geographically specific locations.

Optum – Robert Half Los Angeles, CA

Oct 2021 – Mar 2022

Behavioral Health Intake Representative

•75+ inbound calls daily with duties of coordinating provision of multiple services to patients.

•Conduct thorough verification of patients' medical insurance coverage, particularly focusing on mental health and behavioral health benefits.

•Verify eligibility, coverage limitations, co-pays, and any pre-authorization requirements related to behavioral health services.

•Manage the intake process for individuals seeking behavioral health services.

•Collect and record relevant patient information, including personal details, medical history, and presenting concerns.

•Ensure sensitivity and empathy when gathering information related to mental health issues.

•Communicate clearly with patients about their behavioral health benefits.

•Explain coverage for counseling sessions, therapy, and any other mental health services.

•Educate patients on financial aspects, including co-pays and out-of-pocket expenses for behavioral health care.

•Performed a full range of administrative support services for medical offices including registration and scheduling of patients, submitting referrals, and obtaining detailed messages for call backs, and other related duties.

•Verified and updated patient information and ensured patient confidentiality with the handling of all patient health information and records. Knowledge of Medicare practices.

•Provided patient education relating to scheduling, forms, etc. and provided problem resolution of patient issues and to communicate resolution to appropriate parties.

•Performed efficient use of call handling best practices designed to ensure accurate and consistent call responses by launching outbound calls as appropriate by providing excellent service to our callers and patients.

•Contacted patients who were out of compliance for chronic conditions and screening visits.

•Successful verbal and written communication in all required platforms with both internal and external customers.

•Partnered with others to resolve escalated issues and reported issues to team leads when appropriate to meet standards and adherence.

•Participated in training and self-development opportunities when appropriate and provided the highest level of patient satisfaction.

•Demonstrated a cooperative, positive attitude in the workplace including providing excellent service to our callers and patients.

•Performed various duties to provide patient service and meet departmental standards for production and quality.

•Balance daily copays and weekly reports.

Sweet Obsession, Los Angeles, CA Aug 2018 - Aug 2021

Administrative Assistant

•Provided professional customer service via telephone and email.

•Monitored and identified administrative budget issues to include billing and payment authorization for planned expenses and special events.

•Managed expense reports and daily bookkeeping via QuickBooks.

•Collected delinquent outstanding accounts.

•Required to provide accurate reconciliation daily and weekly reports.

•Served as a liaison between the owner, clients and vendors.

•Met quick turnaround times and deadlines.

•Attended events and assisted with routine logistics.

•Managed multiple calendars and schedules/plans meetings, conferences, create and maintain databases via MS Excel, MS Word, and MS Outlook.

Celerity Nascent Charter School, Los Angeles, CA Sep 2016 - Jun 2018

Administrative Assistant

•Assisted the office staff with general office duties including faxing, making copies, answering telephones, taking, and relaying messages.

•Assisted the yard staff with children during activities, nutrition, and lunch time.

Credit Bureau of Santa Monica, Santa Monica, CA Aug 2001 - Jul 2009

Client Services Manager

•Answer eaddressing inquiries and conflict resolution.d an average of 80 - 100 calls per day:

•Interacted with clients’ accounts payable and accounts handlers point of contact for all financial matters.

•Provided reconciliation, billing trackers, and billing information to client's leads.

•Oversee the process of verifying medical insurance coverage for patients with outstanding balances.

•details and medical history, to inform debt collection strategies.

•Collaborate with the collection team to explain insurance benefits to patients with outstanding balances.

•Provide guidance and work closely with the collection team to ensure accurate and up-to-date information on patients' insurance policies.

•Manage the intake process for new clients or patients entering the collection system.

•Ensure the collection team has access to comprehensive patient information, including personal coverage for medical services and any potential financial responsibilities.

•Ran aged AR reports to identify outstanding invoices and initiate collections.

•Directed contact to handle company deposits, cash receipts, and verify credit standing.

•Supervised staff of 10 and worked with internal entities to ensure client satisfaction.

•Served as a personal assistant to the CEO and Controller of the company assisting with bookkeeping duties.

•Produced client invoices and maintained accurate financial records.

•Served as a Sales Representative.

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