Adriane Washington
Dallas,TX
Summary
Customer Engagement Specialist with proven expertise in health insurance, customer service, hospitality, and e-commerce. Focused on delivering exceptional customer experiences and enhancing team collaboration. Demonstrated ability to drive customer satisfaction and loyalty through effective communication and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Benefit Verification Specialist
Cencora
11.2024 - Current
- Collected and organized patient information for efficient benefit verification.
- Verified patient benefits through multiple insurance portals and systems.
- Communicated with healthcare providers to clarify insurance details and coverage.
- Supported team members by sharing knowledge on verification processes and tools.
- Conducted data entry into relevant systems regarding benefit verifications.
- Processed requests from physicians' offices for pre-authorization of tests or treatments.
- Identified discrepancies in patient benefit information and resolved them with the insurance provider.
Contact Center Representative
Home Depot
08.2023 - 06.2024
- Assisted customers with inquiries and resolved issues efficiently.
- Managed customer information using CRM software for accurate record-keeping.
- Provided product knowledge to guide customers in making informed decisions.
- Handled high volumes of calls while maintaining quality service standards.
- Collaborated with team members to ensure smooth communication and operations.
- Maintained a positive demeanor while addressing challenging customer situations.
- Tracked orders to ensure timely delivery to customers.
- Processed returns and refunds according to company policies.
Guest Experience Associate
Evolve Vacation Rental
02.2023 - 08.2023
- Managed reservations and check-ins through the property management system.
- Collaborated with team members to resolve guest issues efficiently.
- Processed payments and managed financial transactions accurately and securely.
- Responded quickly to customer concerns via email or social media platforms.
Clinical Administrative Coordinator
UnitedHealth Group
05.2017 - 05.2021
- Managed electronic health records to ensure data accuracy and compliance.
- Collaborated with clinical team members regarding administration and filing for patient referrals and service authorization.
- Ensured all necessary medical records were properly filed and updated regularly.
- Optimized customer health services, handling clinical admission, personnel assignments, departmental transfers, and discharges.
Provider Services Representative
UnitedHealth Group
05.2006 - 05.2017
- Utilized claims management software to track and document claim progress efficiently.
- Reviewed prior authorization requests for medical services and procedures.
- Communicated denial reasons to providers effectively.
- Assisted customers with inquiries regarding healthcare services and policies.
- Processed provider claims and ensured timely resolution of issues.
- Facilitated communication between members, providers, internal departments, and external organizations regarding appeals inquiries.
Education
GED -
Texas Education Agency
Farmers Branch, TX04-2003
Some College (No Degree) - Medical Office Administration
PCI Health Training Center
Richardson, TXSkills
- Benefit verification
- Insurance portal navigation
- Data entry accuracy
- Pre-authorization processing
- Discrepancy resolution
- Customer relationship management
- CRM Software
- Account Management
- Customer Retention
- Zendesk
- Cloud Based Communication Systems
- Medical Terminology
- Microsoft Office/Google Suite
Timeline
Benefit Verification Specialist
Cencora
11.2024 - Current
Contact Center Representative
Home Depot
08.2023 - 06.2024
Guest Experience Associate
Evolve Vacation Rental
02.2023 - 08.2023
Clinical Administrative Coordinator
UnitedHealth Group
05.2017 - 05.2021
Provider Services Representative
UnitedHealth Group
05.2006 - 05.2017
GED -
Texas Education Agency
Some College (No Degree) - Medical Office Administration
PCI Health Training Center
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