Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alyssa Crawford

Plano,TX

Summary

Seasoned Insurance Verification Specialist and Service Representative offering over 10 years of experience in providing exceptional customer care. Offering keen attention to detail and time management skills to manage multiple, concurrent tasks. Personable communicator when gathering insurance and personal health information from providers, patients, and pharmacists. Well-versed in medical and insurance verification systems, compensation strategies and benefits packages. Focused on surpassing expectations and driving team success.

Overview

14
14
years of professional experience

Work History

Amgen Service Representative

AMGEN
Dallas, TX
04.2022 - Current
  • Provided exceptional white glove customer service to providers, patients, Amgen sales representatives, and Amgen field reimbursement specialists.
  • Handled a great variety of call types with confidence, a great attitude, and exceptional communication skills in order to provide a positive patient experience.
  • Reported adverse events in a timely manner to ensure compliance with company regulations
  • Took on the challenge of bringing the Bone Matters program in house and reconstructing its effectiveness to meet patient and business needs.
  • Worked assigned special cases and demonstrated the ability to prioritize work to ensure all duties were completed accurately and in a timely manner.
  • Submit enrollments and completed benefit verification requests for bone health products Evenity and Prolia.
  • Researched patient benefits for both commercial and government payers to assist with insurance questions and discussed summaries of benefits in detail.
  • Referred customers to organizations that may provide financial assistance.
  • Resubmitted benefit verification requests with new and amended information to insure completion of accurate benefit summaries and facilitate coverage for patients.
  • Completed additional tasks such as reaching out to providers offices and following up on missing information requests, and resolving issues with duplicate cases and patient accounts.
  • Delivered targeted advice on issues such as applicable work strategies and internal systems to help companies update antiquated or ineffective approaches.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Maintained productivity and quality standards at all times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.

Insurance Specialist

MCKESSON SPECIALTY HEALTH
Dallas, Texas
11.2021 - 02.2022
  • Followed up on denials, late payments, extensions and other special circumstances.
  • Tracked over 20 pending authorizations daily to resolve discrepancies.
  • Consulted with insurance payers, patients, and healthcare providers to facilitate coverage for medications.
  • Coordinated with contracting department to resolve payer issues.
  • Processed eligibility and benefits verification and authorization requests.
  • Researched and resolved routine and complex issues.
  • Acted as subject matter expert, answering internal and external questions and inquiries.
  • Maintained confidentiality of patient finances, records and health statuses.
  • Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
  • Reviewed outstanding requests and redirected workloads to complete projects on time.

Provider Enrollment Specialist

ADONAI MEDHEALTH
Dallas, TX
09.2017 - 02.2022
  • Monitored credentials and contacted practitioners when expiration dates were nearing.
  • Prepared and processed provider enrollments with Medicare and Medicaid in multiple states.
  • Researched and resolved routine and complex issues.
  • Processed eligibility and benefits verification and authorization requests.
  • Followed up on denials, late payments, extensions and other special circumstances.
  • Conversed effectively with various parties on daily basis using polished interpersonal and active listening skills.
  • Assisted providers with navigating online portal systems, enhancing user experience and expediting application submissions.
  • Reviewed contracts thoroughly to ensure adherence to organizational policies and guidelines before finalizing provider agreements.

Customer Service Manager

PRIME THERAPEUTICS
Irving, Texas
10.2014 - 09.2017
  • Worked in call center environment for Pharmacy Benefit Manager primarily in charge of mail order insurance benefits.
  • Informed customers of their pharmacy benefits and benefit structure including copays, in network doctors office locations, and out of pocket maximums.
  • Processed prior authorizations with customers and doctors offices to insure members were approved for correct amount of medication.
  • Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.
  • Created new processes and systems for increasing customer service satisfaction.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Managed a team of customer service representatives, fostering positive work environment focused on teamwork and collaboration.

Customer Service Representative

EXPERIAN CONSUMER SERVICES
Allen, Texas
11.2013 - 10.2014
  • Described product to customers and accurately explained details and care of merchandise
  • Politely assisted customers in person and via telephone
  • Answered average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information
  • Provided elevated customer experience to generate loyal clientele
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Customer Service Representative

TEXAS A&M UNIVERSITY
College Station, Texas
01.2013 - 11.2013
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
  • Met or exceeded service and quality standards every review period
  • Acted professionally and patiently when addressing negative customer feedback
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
  • Effectively managed high-volume of inbound and outbound customer calls.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Administrative Assistant

TEXAS A&M UNIVERSITY
College Station, Texas
01.2012 - 11.2013
  • Obtained signatures for financial documents and internal and external invoices.
  • Maintained clean reception area, including lounge and associated areas.
  • Helped distribute employee notices and mail around office.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Greeted numerous visitors, including VIPs, vendors and interview candidates.

Administrative Assistant/Intern

BAILEY AND GALYEN ATTORNEYS AT LAW
Dallas, Texas
08.2010 - 12.2011
  • Added new material to file records and created new records
  • Entered numerical data into databases in timely and accurate manner
  • Assisted with receptionist duties, file organization and research and development.

Education

BACHELOR OF SCIENCE - SOCIOLOGY

Texas A&M University
College Station, TX
2015

HIGH SCHOOL DIPLOMA -

Mesquite High School
Mesquite, TX
2012

Skills

  • Research and Analytical Skills
  • Meticulous Attention to Detail
  • Multitasking and Time Management
  • Confidentiality and Data Protection
  • Verbal, Written, and Interpersonal Communication Skills
  • Critical Thinking and Active Listening
  • Call Center Customer Service
  • Subject Matter Expert

Timeline

Amgen Service Representative

AMGEN
04.2022 - Current

Insurance Specialist

MCKESSON SPECIALTY HEALTH
11.2021 - 02.2022

Provider Enrollment Specialist

ADONAI MEDHEALTH
09.2017 - 02.2022

Customer Service Manager

PRIME THERAPEUTICS
10.2014 - 09.2017

Customer Service Representative

EXPERIAN CONSUMER SERVICES
11.2013 - 10.2014

Customer Service Representative

TEXAS A&M UNIVERSITY
01.2013 - 11.2013

Administrative Assistant

TEXAS A&M UNIVERSITY
01.2012 - 11.2013

Administrative Assistant/Intern

BAILEY AND GALYEN ATTORNEYS AT LAW
08.2010 - 12.2011

BACHELOR OF SCIENCE - SOCIOLOGY

Texas A&M University

HIGH SCHOOL DIPLOMA -

Mesquite High School
Alyssa Crawford