Customer Service & Patient Access Specialist
Resume:
Jermaine Hutchen
Customer Service Representative
Cleveland, OH
********************@***********.***
Work Experience
Patient Access Specialist
Spectraforce Technologies - Cleveland, OH
August 2022 to Present
• Provides advanced services to patients, providers and caregivers
• Claims assistance, tracking and submission
• Provides authorization assistance and tracking
• Intakes and reports adverse events as directed
• Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly
• Established myself as regional experts regarding payer trends and reports any reimbursement trends/ delays to management team (e.g. billing denials, claim denials, pricing errors, payments, etc.)
• Processes any necessary correspondence
• Coordinates with internal and external service providers to ensure services are performed in accordance with program policy and within expected service level agreements (SLA’s)
• Maintains confidentiality in regards to all patient sensitive information
• Works on problems of moderate scope where analysis of data requires a review of a variety of factors
• Exercises judgment within defined standard operating procedures to determine appropriate action
• Self-motivated, working from a queue (phone or system)
• Performs work in accordance with defined standard operating procedures
• Monitor queues and provide active feedback as required
• Performs related duties as assigned, which could include well defined services generally performed by other program representatives (e.g. benefit verifications, Patient Assistance Program determinations)
• Applies company policies and procedures to resolve a variety of issues Member Service Representative at Home
United Health Care - North Tonawanda, NY
January 2012 to August 2020
*Provided excellent customer service for Medicare recipients.
*Met, established productivity, schedule adherence, and quality standards.
*Responded to complex customer calls about enrollment in Medicare part D.
*Resolved customer service inquiries which would include: Benefit and Eligibility information
Customer material requests
Physician assignments
Authorization for treatment
Explanation of Benefits (EOB
Customer Service Representative
Affiliated Computer Services a Xerox Company - Niagara Falls, NY June 2009 to January 2012
Primary COD representative for the University of Phoenix
* Government C5 security Clearance
* Call center
* Troubleshooting - Financial Aid questions & policy
* Customer assistance- assisting students on the student loans.gov website Customer Service Representative
Tele Tech Tele Services - Niagara Falls, NY
August 2005 to June 2009
Provided excellent customer service for Medicare recipients.
*Met, established productivity, schedule adherence, and quality standards.
*Responded to complex customer calls about enrollment in Medicaid & Medicare part D.
*Resolved customer service inquiries which would include: Benefit and Eligibility information
Billing and Payment issues
Customer material requests
Physician assignments
Authorization for treatment
Explanation of Benefits (EOB
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