Summary
Overview
Work History
Education
Skills
Work Availability
Accomplishments
Software
Timeline
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Amy Cody

Amy Cody

Tulsa,OK

Summary

Tireless, well-organized and determined to resolve all concerns to complete satisfaction. Capable of balancing company requirements against customer needs. Highly professional and courteous in all interactions.

Overview

11
11
years of professional experience

Work History

Associate Counselor

AAA Club Alliance - Remote
08.2024 - 02.2025
  • Provided empathetic support for members experiencing personal difficulties, building rapport and trust
  • Actively listened and confirmed issues to provide accurate and quick service
  • Educated members on discounts and promotions available
  • Assisted approximately 70 members utilizing multiple databases and documented services requested precisely

Analyst III Business Process Transactions

DXC Technology - Remote
12.2020 - 08.2024
  • Handled 40-60 calls per day
  • Discussed clients financial retirement needs and provided options for services requested
  • Confirmed and updated client demographics
  • Distributed, via mail, email or fax, forms required for requests. Collaborated with clients on filling out forms
  • Managed high stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts

Customer Advocate

Blue Cross Blue Shield
Tulsa, Oklahoma
10.2017 - 08.2018
  • Contacted outside providers on behalf of customers to help solve problems
  • Researched and resolved account and service problems with friendly, knowledgeable support
  • Accessed multiple databases to investigate customer questions and concerns
  • Listened to customers in actively to assess issues and provide accurate information
  • Documented customer concerns and inquiry resolutions in internal computer system
  • Served as point of contact for customers and worked to resolve eligibility and benefit issues
  • Answered as many as 80 calls each day focused on answering benefit questions and resolving eligibility issues

Patient Service Representative

St John Business Center
Tulsa, OK
08.2015 - 02.2017
  • Worked with outside entities to resolve issues with billing, claims and payments
  • Electronically submitted bills according to compliance guidelines
  • Responded to patient, family and external payer inquiries
  • Maintained confidentiality of patient data and condition at all times to safeguard health information
  • Identified non-participating and out-of-network insurance plans and worked with patients and providers to address situations

Medical Receptionist

Jenks Health Team
Jenks, OK
06.2014 - 03.2015
  • Coordinated patient scheduling, check-in, check-out and payments for billing
  • Scheduled, rescheduled and handled cancelled appointments for patients
  • Promptly answered multi-line phone system and greeted callers enthusiastically
  • Adhered to strict HIPAA guidelines at all times to protect patient privacy
  • Organized patient files and streamlined operations to improve efficiency
  • Successfully scheduled patient appointments and placed reminder calls to ensure exceptional customer experience
  • Managed master calendar and scheduled appointments for 4 providers based on optimal patient loads and clinician availability

Education

Certification - Medical Insurance Billing

Wright Career College
Tulsa, OK
04.2014

High School Diploma -

Will Rogers High School
Tulsa, OK
1990

Skills

Data entry

Call center experience

Computer proficiency

Active listening

Complaint resolution

Payment processing

Follow-up skills

Documentation

Microsoft Office Suite

Prioritization

Quality control

Written and oral communication

Multi database experience

Registration

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • 99% positive customer feedback
  • 95% quality adherence rate

Software

Microsoft Outlook

Salesforce

Genesys

Skype

Panviva

AS400

Workday

Avaya

NICE

Timeline

Associate Counselor

AAA Club Alliance - Remote
08.2024 - 02.2025

Analyst III Business Process Transactions

DXC Technology - Remote
12.2020 - 08.2024

Customer Advocate

Blue Cross Blue Shield
10.2017 - 08.2018

Patient Service Representative

St John Business Center
08.2015 - 02.2017

Medical Receptionist

Jenks Health Team
06.2014 - 03.2015

Certification - Medical Insurance Billing

Wright Career College

High School Diploma -

Will Rogers High School

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Amy Cody