Customer Support & Medical Escalations Specialist
Resume:
Charnessa B. Hill
New Orleans, LA
***********@*****.***
Summary
Experienced and dependable professional with over a decade of experience delivering high quality customer support. Cordial and efficient medical representative dedicated to expanding knowledge base as a means of providing the best support available for team and patients. Excited to apply innovative problem-solving techniques to new challenges.
Work Experience:
Humana Metairie, LA August 2019- Present
Escalations Unit Representative
●Assist resolving complex issues using correspondence presented for investigation
●Document details of inquiries related to previous interactions not resolved
●Interpret difficult areas of concern relating to claims
●Utilize Escalations Report monthly regarding data performed
●Effectively prioritize cases with tasks with limited guidance
Ochsner Health Clinic New Orleans, LA August 2017-August 2019
Call Center Representative
●Organized and compiled demographic information to enter EPIC system
●Created, activated, and completed the patient clinic registration
●Collaborated with patients and fellow team members to resolve concerns
●Answered inbound calls promptly and efficiently, delivering top quality customer service for each contact
●Confirmed appointment details with patients and scheduled appointments for Specialty clinics after confirming appropriate diagnosis
Children’s Hospital New Orleans, LA February 2015-August 2017
Secretary
●Oversaw out of town travel and personal appointment calendars for department physicians
●Prioritized the management of license renewal procedures and documentation, completing reappointment applications for credentialing
●Collaborated with PCP offices and insurance companies, obtaining patient records, referrals, and authorizations for upcoming clinic appointments
●Executed accurate data entry, scanning patient documents and entering referrals and authorizations into the system
●Scheduled Orthopedic patient clinic appointments, diagnostic tests, and surgical procedures as needed
Kelly Services New Orleans, LA July 2013-February 2015
Temporary Office Assistant
●Quickly adapted to new office procedures and systems, accurately filing patient charts
●Answered multiple incoming phone lines
●Organized and prepared patient information for upcoming clinics
Education
Delgado Community College New Orleans, LA
Associate of Applied Science, Administrative Office Technology
Professional Certificate
Certified Business Facilitator
Certified Subject Matter Expert
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