Abbby Awolaja
Brandywine,MD
Summary
Customer service specialist with over 8 years' experience in telephone and in-person customer service including tech support and customer care. Highly organized, efficient, and experienced medical billing specialist with comprehensive expertise in inpatient, outpatient, and physical medical billing.
Overview
11
11
years of professional experience
Work History
Vision Benefit Specialist (Contract-United Health)
Wipro
04.2023 - Current
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Implemented open enrollment system to streamline benefits processes for employees.
- Coordinated and conducted employee orientations to promote understanding of coverage and options.
- Handle 35-50+ client’s interaction daily, providing accurate knowledge of vision benefits and claims analysis to policy holders, providers, and health care agents in all states.
- Accurately respond to inbound call using designated script, active listening to solve provider and member inquires and process benefit confirmations and prior authorizations.
- Collate PHI source data, including provider and customer names, addresses, phone numbers, and quickly entered customer relationship management software.
- Navigated provider through claim submission utilizing provider reference guide and completing in network enrollment forms.
- Efficiently navigated member in locating network provider.
- Escalated programmatic issue to Tier 2 for appropriate resolution
401k Benefit Specialist (Contract With Alight)
Wipro
09.2022 - 04.2023
- Coordinated and conducted employee orientations to promote understanding of coverage and options.
- Analyzed and reported on employee benefits data to identify trends and develop strategies for improvement.
- Analyzed and evaluated existing compensation and benefits programs and recommended improvements.
- Handle 25-30+ client’s interaction daily, providing accurate knowledge of savings and retirement plans.
- Navigated customers through and processed transactions such as withdrawal, loans, contribution decisions, and rollover.
- Guided and educated customers on their investments and options.
- Collated and verified all required customer information for security purposes.
- Accurately respond to inbound call using designated script, active listening to solve client inquires and process market driven transactions.
- Escalated programmatic issue to Tier 2 for appropriate resolution
AR Follow-up Representative
APS Medical Billing
01.2018 - 05.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Ensure accurate billing and timely submission of electronic and paper claims.
- Investigate and coordinate insurance benefits for insurance claims across multiple service lines.
- Monitor claim status, research rejections, denials, and document related account activities.
- Resolve accounts as quickly and accurately as possible, obtaining maximum reimbursement, and perform investigative activities in fast-paced environments.
- Post adjustments and collections of Medicare, Medicaid, Medicaid Managed care and commercial insurance payers.
- Perform follow-up with Medicare, Medicaid, Medicaid Managed Care, and Commercial insurance companies on unpaid insurance accounts identified through aging reports.
- Collect past-due balances and post payments from patients and insurance.
Pharmacy Technician Specialist
CVS Pharmacy
01.2013 - 12.2017
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Counted, measured and compounded medications following standard procedures.
- Handled 50+ customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention.
- Received source data such as customer names, addresses, phone numbers, prescriptions, insurances and entered data into various customer service software.
- Responsible for inventory maintenance
- Responsible for prescription restock and removal.
- Maintained and oversaw adequate patient counseling skills
Education
Bachelor of Science - Pharmaceutical Science
University of The Sciences
Philadelphia, PASkills
- Benefits Interpretation
- Medical billing (inpatient
outpatient, physical) - HIPAA regulations and
compliance - MS Office
- Claims filing and resolution
- Electronic health records (EHR) systems
- Customer service and patient/client relations
- Data entry and management
- Knowledge of GCPs, FDA regulations and ICH guidelines
- Sound problem-solving skills
Timeline
Vision Benefit Specialist (Contract-United Health)
Wipro
04.2023 - Current
401k Benefit Specialist (Contract With Alight)
Wipro
09.2022 - 04.2023
AR Follow-up Representative
APS Medical Billing
01.2018 - 05.2022
Pharmacy Technician Specialist
CVS Pharmacy
01.2013 - 12.2017
Bachelor of Science - Pharmaceutical Science
University of The Sciences