Alexandra DeGraffenreid
Romulus,MI
Summary
More than 8 years in Customer Service
Overview
15
15
years of professional experience
Work History
Claims Admin Support Specialist
Progressive Insurance
11.2022 - Current
- Managed follow-up and distribution of medical records requests to ensure compliance and accuracy
- Coordinated the follow-up and reissuance of uncashed payments
- Updated billing information with medical providers for timely rebill
- Utilized customer service skills to assist providers during scheduled calls, enhancing communication and support
- Facilitated task assignments via the administrative portal to ensure workflow efficiency
- Conducted training sessions on the Ph2call, Check for Records, and uncashed draft process
- Assisted in piloting and creating the Ph2call and Check for Records Process
- Trained in Decision Point
Medical Procedure Scheduler
Huron Gastro
09.2022 - 11.2022
- Schedule Patient Appointments and Verify Demographics
- Screen Patients for Procedures
- Obtain Referrals for Procedures
- Tracked and confirmed physician orders to ensure timely patient care.
- Coordinated with providers to establish medication holds for procedures.
- Utilized NextGen platform to enhance patient scheduling efficiency.
- Trained new hires on procedure scheduling processes to ensure consistent operations.
- Protect Patient Privacy in accordance with HIPAA law
- Complete Patient Account Setup
Patient Service Specialist
ATI Physical Therapy
10.2019 - 09.2020
- Completed patient intake and registration, ensuring accurate data collection for seamless patient flow.
- Coordinated patient evaluations and appointments to enhance access to healthcare services.
- Greeted patients and maintained orderly waiting area, enhancing patient experience.
- Completed insurance billing promptly, facilitating timely reimbursements and patient care.
- Ensured patient privacy compliance with HIPAA laws to maintain confidentiality and trust.
- Coordinated patient transportation through the company ride service to improve access to care.
- Secured proper authorizations for patient sessions.
- Oversaw inventory management and supply ordering.
Customer Service Representative
Hertz
05.2019 - 10.2019
- Addressed customer concerns regarding rentals, ensuring swift resolution and satisfaction.
- Followed up with existing customers to address inquiries and enhance satisfaction.
- Conducted meet and greet presentations and facilitated test drives and vehicle protection package introductions to enhance customer experience.
- Estimated costs and collaborated with customers to identify needs and preferences for vehicle purchases.
- Developed personalized contracts for each customer to ensure clear understanding of terms and conditions.
- Obtain proper form of payment and customer information
- Organize pick up and drop off transportation for elite/platinum customers
Patient Access Representative
St Joseph Mercy Health System
12.2017 - 02.2019
- Collect patient demographics and financial information
- Coordinated registration and insurance verification for medical staff and physician offices, enhancing patient onboarding experience.
- Provides estimated costs and patient responsibility, collection of co-pay, deductible and private pay balances
- Responded to telephone inquiries to assist patients with their questions and concerns.
- Make outbound calls to patients to schedule appointment times
- Resolved account discrepancies through investigation and coordination with relevant departments to ensure accurate billing.
- Protect Patient privacy in accordance with HIPAA law
- Participated in community outreach programs promoting health awareness and services to improve local health engagement.
Admissions Representative
Ross Medical Education Center
12.2016 - 12.2017
- Managed admissions department across multiple campuses, ensuring effective recruitment strategies and streamlined processes
- Conducted outbound calls to potential students, following up with enrolled students to enhance engagement and support
- Provided detailed information on available programs, guiding prospective students in their educational choices
- Determine entry status in accordance with school/program requirements
- Conduct Student registrations
- Provide tours to potential students
- Addressed student issues by providing tailored solutions.
- Protect student privacy in accordance with FERPA law
Insurance Verification Representative
J&B Medical Supply
02.2016 - 12.2016
- Verify insurance eligibility for medical equipment
- Make outbound calls to various insurance companies
- Verify the status of acting physician medical license
- Collected demographic information from patients to ensure accurate records
- Coordinated delivery of medical supplies to qualified patients to meet their needs
- Operated medical software Emdeon and HDMS to streamline patient data management
- Developed onboarding materials for new employees to streamline integration
Call Center Agent
Netflix/Minacs
01.2015 - 02.2016
- Monitored agent calls and delivered constructive feedback to enhance customer interactions
- Advise customers on how to use Netflix services
- Resolved account disputes to improve customer satisfaction and retention
- Trained new account representatives to ensure effective service delivery from start
- Performed basic technical troubleshooting for devices compatible with Netflix
Clerk
Meijer
07.2011 - 01.2015
- Delivered exceptional customer experiences in-store, enhancing satisfaction and loyalty
- Resolved customer inquiries over the phone, improving service response times
- Trained new hires on sales floor procedures to ensure compliance and efficiency
- Set up sales display tables and in-store marketing racks
- Create Sale signs for weekly advertisements
- Experience working Inventory, Shipping and Receiving
Education
Medical Billing and Coding
Washtenaw Community College
Ann Arbor, Michigan04-2027
High School Diploma -
Lincoln Park High School
Lincoln Park, MI06-2010
Skills
- Patient scheduling
- Customer service
- Compliance management
- Insurance verification
- Data entry
Timeline
Claims Admin Support Specialist
Progressive Insurance
11.2022 - Current
Medical Procedure Scheduler
Huron Gastro
09.2022 - 11.2022
Patient Service Specialist
ATI Physical Therapy
10.2019 - 09.2020
Customer Service Representative
Hertz
05.2019 - 10.2019
Patient Access Representative
St Joseph Mercy Health System
12.2017 - 02.2019
Admissions Representative
Ross Medical Education Center
12.2016 - 12.2017
Insurance Verification Representative
J&B Medical Supply
02.2016 - 12.2016
Call Center Agent
Netflix/Minacs
01.2015 - 02.2016
Clerk
Meijer
07.2011 - 01.2015
Medical Billing and Coding
Washtenaw Community College
High School Diploma -
Lincoln Park High School