Amber Mason
Hazelwood,MO
Summary
To benefit an organization that can use an articulate experienced professional with exceptional planning and organization skills. Achieve member, customer, and patient satisfaction, and work with subordinates to achieve company goals.
Overview
17
17
years of professional experience
Work History
Sales and Marketing
Spectrum Communications
Saint Louis, Mo.
08.2021 - Current
- Inbound Sales, Process Sales orders, Negotiate pricing, and packages.
- Interact with customers by building great rapport, ask important discovery questions to determine the best package tailored to their specific needs and wants.
- Multi task using 2 monitors.
- Utilize 10 plus different systems to achieve my daily production sales goals, and metrics.
- Protect customers personal information such as social security numbers, home address, date of birth, credit card information etc.
- Conduct market research to identify customer needs and preferences.
- Performed administrative duties such as filing, data entry and document management.
WAHA Work From Home Call Center Supervisor
Teleperformance Usa Incorporated
Hazelwood, MO
08.2016 - 07.2021
- Supervisor of a team of up to 16 agents at a time.
- Assist my agents with inbound member calls, by answering medical coverage questions, troubleshooting system issues, member issues,
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to agents.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of agents and documented results.
- Implemented strategies to improve member satisfaction levels.
- Resolved escalated member complaints in a timely manner.
- Reviewed daily reports on call volume, abandoned calls and other statistics.
- Ensured that agents complied with applicable laws regarding privacy protection.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Created incentives for employees who achieved high performance standards.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Facilitated communication between departments to resolve problems quickly.
- Participated in hiring interviews and selection process for new team members.
- Identified areas where additional training was needed among existing staff members.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Delivered constructive call process feedback.
Finance and Accounting Operations Specialist
Dell and Associates
01.2013 - 11.2013
- Followed up on Medical insurance claim submissions, Claims corrections such as invalid modifiers, invalid spelling of patient names, member I.D or group numbers, Appealed claims to insurance carriers, Obtained retro authorizations, filed electronic Medicare and Medicaid crossover claims, Handled incoming and outgoing correspondence, Communicated with patients, their insurance carriers and other responsible parties to resolve insurance claims
Claims Resolution Specialist
Abbott Ambulance
04.2009 - 04.2012
- Followed up on Medical insurance claim submissions, Claims corrections such as invalid modifiers, invalid spelling of patient names, member I.D or group numbers, Appealed claims to insurance carriers, Obtained retro authorizations, filed electronic Medicare crossover claims, Handled incoming and outgoing correspondence, Obtained, maintained, and put in request for “Trip Tickets” to be corrected if needed for claim processing
Claims Representative (Third Party Biller)
Healthcare Financial Resources (HFRI)
10.2006 - 04.2009
- Communicated with patient insurance carriers and other responsible parties to resolve claims, Handled and interpret medical documentation such as UB-04's, HCFA CMS-1500 forms, Analyzed and interpret documents, contracts, notes, and other correspondence, Processed workers compensation claims, and appealed claims to insurance companies, Managed claims and prioritized time effectively, while maintaining daily production, Overcame obstacles by using effective information gathering and problem solving methods
Education
Medical Insurance Billing and Coding Diploma -
Bryman College
08.2006
High School Diploma -
McCluer Senior High
05.2005
Skills
- Microsoft Word
- Microsoft Excel
- Medisoft
- Power Point
- Outlook
- Sales force
- Adobe
- Online research
- Spreadsheets
- Proficient Typing
- Team Leadership
- Rapport and Relationship Building
- Sales Tracking
- Strategic Planning
- Brand-Building Strategies
- Sales Quota Achievement
References
References available upon request.
Timeline
Sales and Marketing
Spectrum Communications
08.2021 - Current
WAHA Work From Home Call Center Supervisor
Teleperformance Usa Incorporated
08.2016 - 07.2021
Finance and Accounting Operations Specialist
Dell and Associates
01.2013 - 11.2013
Claims Resolution Specialist
Abbott Ambulance
04.2009 - 04.2012
Claims Representative (Third Party Biller)
Healthcare Financial Resources (HFRI)
10.2006 - 04.2009
Medical Insurance Billing and Coding Diploma -
Bryman College
High School Diploma -
McCluer Senior High