Patient Services & Care Support Specialist

BONNIE BEAVERS

480-***-**** *********@*****.***

SUMMARY

A personable and dedicated customer service representative with extensive experience in customer relations and Data Entry. Works hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role and/or department assigned.

SKILLS

• Efficient and Detail-Oriented

• Technical Support

• Medical Insurance Rep

• Supervisory Experience

• Sales

• Email Support

• Salesforce

• Understanding Customer Needs

• Creative Problem Solving

• Call Documentation

• Order and Refund Processing

• Data Entry

• CRM Software

• LiveChat Support

• Microsoft Office

• Billing

EXPERIENCE

02/2022 to Present (Remote) Patient Appointment Specialist Mayo Clinic

• Answering incoming calls from patients, doctors, nurses, and health care providers regarding patients of advocate medical group.

• Sending messages or pages upon patients request when wanting to speak to their doctors.

• Starting the process of medication refills for patients, health care providers or pharmacies when calling in on behalf of the patient.

• Also, processing referrals and orders for patients or health providers upon request.

• Preregistering new patients to the advocate medical group following the specific guidelines of AMG.

• Verifying the patient insurance eligibility to schedule appointments for patients.

• Scheduling, rescheduling, canceling and confirming appointments for the patient upon their request.

• Meeting standards related to call responses, accuracy and customer service.

• Maintained long-term, positive relationships with assigned customers and account managers.

• Scheduled customer orders and confirm order information with customer service.

• Took action to respond to and/or resolve customer and customer service issues.

• Interacted courteously, timely, and professionally with internal departments to satisfy customer issues and/or process exceptions within guidelines (including, but not limited to: shipping, pricing, scheduling, credit, and accounting).

• Kept the internal departments and external customers informed of any follow-up through resolution.

• Followed departmental guidelines for methods of order scheduling and accuracy.

04/2017 to 12/2021 Scheduler Call Center

HonorHealth Scottsdale

• Preregister, register or reschedule patient appointments, obtaining accurate demographic and insurance information.

• Scheduling appropriate interpreters for non-English speaking patients and making reminder calls.

• Sent new patient's the appropriate pre-appointment documents.

• Answering and routing phone calls identifying callers’ needs or triage situation, routing and/or creating messages for medical staff as required.

• Reviewed the provider's future schedules for accuracy and correcting any discrepancies.

• Administrative navigation of Smart Connect-Relay Health, an online program used to communicate between patients and caregivers.

• Collect, duplicate and assemble documents for New Patient Information packets and other clerical duties as needed. 01/2008 to 02/2017 Medical Claims Reviewer

Cognizant Technology Solutions

• Processed various types of medical claims according to established procedures.

• Interpreted contracts and policies, identified ineligible expenses, and inappropriate coding.

• Identified and pended for review potential COB and/or third-party claims.

• Identified issues that can adversely affect provider payments or member benefits.

• Met or exceeded department production and quality standards.

• Processed claims according to provider contracts and member benefits.

• Reviewed training/education materials and seek clarification when needed.

• Resolved any conflicting information or pricing information.

• Checked claims keyed by other reviewers for accuracy.

• Reviewed claims and correspondence of medical Reviews.

• Reviewed and analyzed documents for discovery and privilege in a large, complex breach of contract case.

• Analyzed complex legal documents, including emails, contacts, and financial documents.

• Determined which issues applied to each document and coded the documents accordingly.

• Reviewed and determined if the document was responsive to the issues of the case and determined if any type of privilege applied. EDUCATION AND TRAINING

Associate in Billing & Coding

Carrington College - Phoenix, AZ

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