Elevator-Ready Remote Customer Service Leader

Tina Costa

Columbus, OH *****

*********@*****.*** +1-380-***-****

Authorized to work in the US for any employer

Work Experience

Remote Customer Service Specialist (promoted)

Mindlance/Cigna - Columbus, OH

October 2024 to December 2024

• Conducted customer phone verification interviews on all inbound/outbound calls for competition of applications for insurance coverage.

• Ordered prescription drug checks for all phone verification interviews.

• Processed and completed interviews for underwriting review.

• Handled high call volume and worked directly with healthcare providers to gather additional information to clarify details required for authorization of Medicare Supplemental SSDI for retired professionals.

Remote Prior Authorization Specialist II

Accredo Health Group / Express Scripts / Cigna - Columbus, OH October 2019 to January 2024

• Verified patient medications, authorizations, and shipment scheduling.

• Answered patient questions or transferred to other departments for further assistance.

Processing Associate

Infosys BPO Limited - Reno, NV

May 2019 to August 2019

• Met daily contracted delivery time.

• Responsible for completing daily job duties and meeting daily quota with little to no supervision.

• Worked overtime when needed, with little advance notice. Registration Representative

Ohio Health - PRVC

2009 to 2009

• Obtained daily schedules for procedures and diagnostic tests.

• Called patients or places of employment or other reliable contactable numbers to register patients for upcoming appointments.

• Obtained all required or updated information and entered it into the McKessen system.

• Relayed and explained to patients all pertinent information regarding appointments and relayed registration policies.

• Verified all insurance and notations.

• Collected money due for co-insurance and past-due balances. Account Representative - Registration/Pre-certification Mid Ohio Cardiology - Columbus, OH

2008 to 2009

• Collected all charge sheets from hospital and physicians’ offices.

• Ran data sheets to obtain current patient demographics if not otherwise provided by phone call or by provider logging into insurance system to confirm coverage.

• Verified whether pre-certification/pre-determination was required by calling insurance companies.

• Obtained clinical information from patients’ charts if further action was requested, including peer-to-peer reviews.

• Answered questions by staff and patients to confirm that protocol for insurance verification was clear.

Insurance Agent

New York Life Insurance Company - Dublin, OH

2007 to 2008

• Provided high-value customer care through phone calls and face-to-face contact.

• Created financial long-term goals for clients by means of Whole Life, Term, & Health insurance products.

• Interviewed clients to guarantee the best way to reach those goals.

• Followed up with clients to ensure all their needs were met. Billing/Collections Specialist

Columbus Medical Gastroenterology - Columbus, OH

2006 to 2007

• Clarified patient demographic information in the system.

• Submitted claims daily to insurance companies.

• Followed up on patient accounts.

• Communicated verbally and in writing with insurance companies regarding specific declined claims.

• Entered daily procedural and diagnostic codes for billing.

• Conducted billing and collection.

Billing Specialist (promoted)

Ohio Gastroenterology Group Inc. - Columbus, OH

2004 to 2006

• Obtained patient demographic, insurance and medical information.

• Entered patient information for insurance claims.

• Submitted claims for patient billing.

• Contacted insurance companies for declined claims.

• Followed up on patient accounts.

• Answered incoming billing calls.

• Performed adjustments on accounts that required corrections.

• Sent patient notice letters on outstanding accounts.

• Coded all office, outpatient and inpatient visits. Scheduling

Ohio Gastroenterology Group Inc. - Columbus, OH

2004 to 2006

• Answered and screened all incoming calls.

• Scheduled appointments for all office, hospital, endoscopy center procedures.

• Handled referrals from referring physician office by fax.

• Verified hospital schedules with the GI Lab.

• Mailed new patient and procedure information packets to patients.

• Maintained the procedure cancellation list.

• Practiced appropriate charting methods.

• Remained up to date with patient recalls.

Administrative Services/Maintenance Administrator

SBC Ameritech - Columbus, OH

2000 to 2004

• Conducted customer service at an inbound call center.

• Helped customers resolve problems with their home phone systems by routing them to the correct department.

• Tested customer phone systems, explained procedures for resolving technical issues, and scheduled service calls for repair technicians. Pre-Certification Specialist (promoted)

Mid Ohio Cardiology - Columbus, OH

1999 to 2000

• Responsible for obtaining authorization for all surgical procedures performed electively including identifying procedure codes, ICD-9 codes and the patient's pertinent medical information.

• Obtained referrals from PCP's as well as researched and processed declined claims. Account Representative

Mid Ohio Cardiology - Columbus, OH

1998

• Responsible for processing insurance, personal payments and servicing overdue accounts.

• Handled declined claims for all insurance patients, along with verifying coding and any coding corrections.

Business/Office Manager

Enriched Living Home Care - Columbus, OH

1996 to 1998

• Supervised Clerical Staff.

• Processed accounts payable.

• Managed medical supply inventory.

• Performed daily data entry and report preparation for corporate billing.

• Conducted quality checks for chart and billing accuracy.

• Served as liaison between the local office and corporate headquarters to resolve billing inconsistencies.

• Conducted chart audits to ensure frequency of visits and accuracy of access.

• Developed tracking systems to monitor budget for office supplies. Education

Business Administation

University of Phoenix-Online Campus-Phoenix, AZ

June 2006 to February 2008

Skills

• HCPCS

• ICD-10

• ICD-9

• EMR systems

• Medical coding and billing

• Medicare and Medicaid

• Medical terminology

• Payroll

• Typing (60 WPM) and 10-key Typing

• Microsoft Excel, Windows, Outlook, PowerPoint

• Google Workspace

• Live chat

• Insurance prior authorization

• Superior communication skills and phone étiquette

• Complaint handling

• Improving customer support response time

• Customer support specialist within healthcare industry

• Customer support experience (3-5 years)

• Call center agent experience

• Managing teams in a customer support role (1-5 team members)

• Accounts payable

• Insurance sales

• Writing skills

• Records management and filing

• Medical office experience

• Home health

• Payment posting in medical billing systems

• Supply chain

• Client services

• Administrative experience

• Mentoring

• Sales

• Management

• Leadership

• Order inquiry handling

• Driving

• Outbound calling

• Customer relationship management

• Software troubleshooting

• Data collection

• Organizational skills

• Intake

Certifications and Licenses

Driver's License

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