Ins. call center supervisor

Joanne Boatright

Cellular: 407-***-**** Email: *********@*****.***

Education: July 2011, Connextion School of Insurance License 215 Life, Health, and Annuity. 215 Legal services and 240 Customer Server (P&C) 2013, Barry University Bachelor in Human Resource 2009, Strayer University Business Management 2004, Kambuck Resources LLC. Mortgage Broker School License – MLS 2010, 1997, The Academy of Arts Associate in Culinary Arts

Certifications: ACA, Healthcare Fraud and Abuse, Medicare & Medicaid, AHIP, OSHA, HIPPA, Privacy and Security, Information Security, 256 Legal Expense License, Medical Expense Plans, Indemnity Plans, AD&D, Supplemental Plans, Ethics and Compliance Essentials, Safe Serve, Retirement Planning, 401K, 501C, Government Plans, 403B & TSP Benefits, Error & Omission, 215 Life, Health, & Annuity License, Anti- Money Laundering.

Skills: Health Benefit Analyst /Healthcare Customer Service (Manager) / Patient Financial Advocate / Pharmacy Tech / Referral Coordinator (Supervisor) / Acct. Payable & Acct. Receivable / Insurance Direct Billing Representative

Work History:

10/2024-11/2025 Emergency Management Specialist (Contract) / Tidal Basin Support governments, educational institutions, health care systems and transportation facilities by providing innovative solutions that help them prepare for and or respond to, in recover from mitigate natural and human-made disaster. Advice communities in prepare, respond, recover from risk and hazards before or after disaster strike.

08/2019-09/2023 Billing Analyst II / CNA Insurance Work with client’s vendors to understand their specific business needs, continuously consulting, analyzing, advising, and developing a solutions utilizing CNA Insurance programs. Extensive knowledge in healthcare underwriting. Superfluity in multiple quality medical software. Meeting metric reporting (HEDIS, CMS, HCPF). Analyze data to identify high value documents. Uncanny ability to uncovering, insights while improving and supporting members retention. Explaining benefits (EOB) and implementation of coverage. Providing (REIN) reinstate of coverage and evidence of coverage (EOC) in or (SOB)'s summary of benefit. Partner with Brokers, Field Agents, and Underwriters to implement a game plan or products to communicate effectively to clients. Acting liaison between clients and CNA Insurance deliver a financial portfolio for product variety. Advise financial assessment. Assist with all missing documents information for inpatient observation. Such as treatment ICD’s, important Medicare. VA Letter, Financial Forms, Insurance Information, and documentation to assist guest and clinical units promptly. Adhere to HIPAA regulations by verifying pertinent information to determine authorization level before releasing accounts information always using discretion.

03/2016-06/2016 Staffing Agencies Orlando, Fl. (Secord Job - Contract) Patient Financial Advocate (Temporary Contract) Leesburg Regional Medical Center The Villages Explaining charges to the patient account and providing the patient with a (EOB) statement when requested. Take incoming phone calls from customers and triage the type of assistance the customer may need (billing and coding, collect payments and post and adjusting bills on patient’s accounts. Verify insurance get preauthorization’s and/or pre-certification for treatment. Provide instruction and education on appropriate steps to take. Process and analyzing insurance information, enter patient’s ICD 9 & J codes into the system, handling reimbursement. Collect patient’s diagnoses, along with other documents from doctors’ office and insurance companies for processing claims and or claims denied submitting for appeal process. Keeping detail interactions and transactions record details of inquiries, comments as well as action taken. Updated demographic and additional information in patient’s chart via of computer.

07/2014-08/2019 Aon Hewitt formerly (Univers Workplace Solutions) Maitland, FL. Benefit Counselor Team Lead (Call Center- PRN (Position) I lead a team of 45 license Insurance agent’s, trained, and assisted- to ensure metric and target are met. Understand all organization’s products, services, procedures, and guidelines and communicate the same to all team members. Prepare budget forecast and keep up with trends in the industry; ensuring adherence to industry standards. Schedule and organize shift patterns. Reviewed performances and agents. Received incoming calls, explain complex benefit portfolio of health insurance products in ways that are clear correct and objective. First resolutions to customer issues, regarding: Health Insurance, Voluntary benefit, STD & LTD, Cobra retirement benefit, FSA, HSA and HRA etc. Provide education to effectively sale and enroll customers and benefit portfolio. Meet performance goals in the areas of: call quality, customer satisfaction.

Hospital Experience - I have 15 years of extensive hospital experience as a Patient Financial Advocate, and Billing Specialist at the following:

Leesburg Regional Medical Center & The Villages Regional Hospital 2016 Health Central 2008 Physician Associate Florida Hospital 2007 Orlando Regional Medical Center 1998 Two years of Specialty Pharmacy experience with Bio Plus Specialty Pharmacy specializing in compounding pharmacy and hormone replacement. Along with a Not-for-Profit organization: The Assistance Fund (TAF) which helps with medical financial access to pay for Their IV medications.

CERTIFICATION / COMPUTER SKILLS: Microsoft Office, Word, Excel, PowerPoint, Spreadsheet, Outlook, Windows XP & Vista, Medical Manager, Micas, SharePoint, Peoplesoft, Citrix Systems, Varies office & over 28 Medical software system.