Healthcare Customer Service & Insurance Verification

Elizabeth Alexander

+1-678-***-**** • ********@*****.*** • Mableton, GA

Summary

Supportive Healthcare Customer Service professional with over 15 years of experience in patient advocacy and administrative excellence. Proven expertise in guiding patients through complex insurance verification and revenue cycle processes while maintaining 100% accuracy in medical records. Committed to identifying solutions that improve customer satisfaction within high-volume healthcare environments, supported by a strong technical foundation and professional communication skills. Work Experience

Insurance Verification Representative February 2022 – September 2025 NORTHSIDE HOSPITAL, ATLANTA, GA

• Guided patients through the pre-certification process to ensure seamless access to healthcare services and medical necessity verification.

• Maintained detailed records of patient eligibility and coverage by contacting insurance carriers to determine hospital admission requirements.

• Recorded and documented benefit information with high precision to ensure accurate hospital reimbursement and clarify patient financial responsibility.

• Monitored department backlogs and performed auditing of existing workflows to maintain a zero- backlog status and improve operational efficiency.

• Identified and resolved insurance discrepancies by collaborating with Financial Counselors, improving the accuracy of patient financial evaluations.

Accounts Receivable and Collections Representative September 2020 – January 2022 NORTHSIDE HOSPITAL/ LAUREATE MEDICAL GROUP, ATLANTA, GA

• Listened to patient billing concerns and followed up to resolve outstanding accounts involving partial payments or insurance denials.

• Maintained and tracked patterns of insurance rejections to implement corrective reporting and reduce future claim denials.

• Utilized technical platforms including Allscripts, EHR, and Phreesia to record medical staff updates and resolve coding problems.

• Guided patients in setting up appropriate payment plans, providing high-quality customer service while managing sensitive financial discussions.

• Identified and answered complex questions regarding insurance correspondence to resolve patient inquiries and improve satisfaction levels.

Front Office Personnel October 2018 – September 2020 LAUREATE MEDICAL GROUP AT NORTHSIDE HOSPITAL, ATLANTA, GA

• Maintained front office administrative operations by greeting guests and providing supportive customer service to all clinic visitors.

• Listened to and recorded incoming patient calls, ensuring effective communication and accurate message routing across medical departments.

• Recorded and maintained accurate patient demographic information within Allscripts PM and Phreesia during the check-in and check-out process.

• Identified outstanding account balances and collected co-pays to ensure financial records remained current and reconciled.

Certified Fitter November 2016 – October 2018

NORTHSIDE HOSPITAL, ATLANTA, GA

• Demonstrated sales experience by guiding clients through product selection and providing detailed information to facilitate transactions.

• Listened to patient needs to measure and fit compression garments, ensuring optimal therapeutic outcomes for inpatient and outpatient clients.

• Maintained product inventory and daily operations records to ensure consistent availability of essential medical supplies.

Insurance Verification Specialist February 2009 – November 2016 NORTHSIDE HOSPITAL, ATLANTA, GA

• Recorded patient demographics and verified insurance data within the billing system to streamline the healthcare registration process.

• Identified the necessity for pre-authorization and performed reporting on policy groups and primary/secondary insurance hierarchies.

• Maintained updated and accurate patient information while strictly following MSP, ABN, and COB regulatory rules for various payers.

Education

High school diploma September 1980 – June 1983

Barstow High School, Barstow, CA

Additional Skills

Healthcare Expertise: Healthcare Administration, Insurance Verification, Revenue Cycle Management, Medicare, Medical Collections, ICD-10, ICD-9, Pre-certification Process Customer Service & Communication: Customer Service, Sales experience, Patient Advocacy, Call Center Experience, Active Listening, Problem Solving Tools & Technology: Allscripts EHR, Phreesia, Microsoft Outlook, Microsoft Excel, Billing Systems, Computer Operation

Remote Readiness & Technical Specs: DSL, Cable Internet, High-Speed Connectivity (10 Mbps Download/3 Mbps Upload), Virtual Collaboration, Data Entry Accuracy Methodologies & Compliance: Auditing, Reporting, COB Rules, ABN Guidelines, MSP Compliance Certifications

• Driver's License

Languages

• English

Additional Information

Willing to relocate: Anywhere

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