Andrea Dandy
Fayetteville,NC
Summary
Medical Office professional having over 15 years of solid customer service experience and over 4 years direct physician support experience, seeks Patient Representative – Message Center position with Southern Regional Area Health Education Center.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
AT&T Call Center
09.2011 - 2015
- Assisted existing customers with their cell phone bills and rate plans.
- Reviewed account delinquencies, processed upgrades, assisted with adding new lines, conducted credit checks, and monitored for new software updates.
- Responsible for offering any promotions and special features during sales calls.
- Earned special recognitions for exceeding company quota expectations locally and nationally.
- Assisted customers with inquiries and resolved issues efficiently.
- Utilized CRM software to track customer interactions and ensure accurate records.
- Managed high call volume while maintaining a courteous and professional demeanor.
Provider Advocate Representative
United Healthcare
05.2022 - 01.2025
- Compiled, processed, and maintained medical patient and provider personal and claims information for Community and State members
- Creating a request or verifying Authorizations status submitted by providers
- Systems operated with daily Facets and Genesys along with many other systems using two screens and laptop
- Daily Metrics and HIPPA Requirements.
- Remote
- Facilitated communication between healthcare providers and patients to ensure understanding of coverage options.
- Assisted in the resolution of complex patient inquiries, enhancing customer satisfaction and support efficiency.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
Representative
Capgemini
12.2020 - 11.2021
- Explained medical status for medication submissions or sending request for overrides. Also providing the authorized list of drugs.
- Checking for any appeal status or the required process and prompt submission time limit
- Managed client communications to ensure satisfaction and service alignment.
- Developed tailored solutions to address client needs and enhance service delivery.
Customer Service Representative/In Clinic Tester
Cape Fear Eye Associates
01.2017 - 02.2019
- Compiled, processed, and maintained medical records for optometry patients in a manner consistent with HIPPA, medical, ethical, legal, and organizational requirements of Cape Fear Eye Associates.
- Displayed exemplary customer service when greeting patients and other visitors presenting to the front desk.
- Explained medical release and other forms to patients and caregivers, collected medical histories, filled out necessary forms, and obtained all required signatures.
- Followed scheduling protocol to schedule, reschedule, confirm, or cancel appointments for new and existing patients, follow-up visits, and oversaw check-in/checkout functions of medical office.
- Processed and obtained referrals and copied and faxed patient demographics to servicing physicians.
- Ensured Tricare referrals, insurance verification, pre-certification, eligibility, and authorizations were on file prior to procedures and collected co-pays, insurances, related fees, and past due balances.
- Prepared necessary paperwork for the next business day, confirmed future appointments and referrals, logged faxes, and emailed pertinent information to Physicians and Physician Assistants.
- Conducted patient workups and basic eye testing.
- Answered multi-line telephone system and relayed messages to respective doctors.
- Kept front desk area clean and stocked with necessary supplies.
- Resolved customer inquiries efficiently, enhancing satisfaction levels and fostering positive relationships.
- Assisted patients with appointment scheduling, ensuring smooth operational flow and minimal wait times.
- Trained new hires on customer service protocols and software systems, promoting consistency in service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
General Laborer/ Production Floater
Smithfield Packing
06.2016 - 01.2017
- Packed pork products and placed them onto a conveyor belt.
- Utilized quick learning to assist management as a floater between various departments of the plant.
Customer Service Representative
ACS/Xerox
11.2010 - 09.2011
- Managed customer insurance policies for inbound call center.
- Provided exceptional internal and external customer service to each members and medical providers.
- Reviewed medical plans, copays, deductibles, premiums, and account balances.
- Navigated between three programs ensuring client questions were answered accurately and timely.
- Regularly met and exceeded expected company quality assurance statistics.
Front Desk Customer Service Representative/Child Care Provider
Gold’s Gym
12.2004 - 02.2007
- Oversaw child care center providing for the care and safety for up to 30 children
- Promoted to the Front Desk Customer Service Representative; answered phones, checked in members, processed monthly payments, made protein shakes, and sold apparel.
Education
High School Diploma - Medical Coding and Billing
Sandhills Community College
12.2025
Human Resource Development/Pre-Employment Training Certificate - undefined
Sandhills Community College
05.2016
High School Diploma -
Seventy-First High School
06.2000
Skills
- Customer Service
- Patient Scheduling
- Messaging
- Medical Records
- HIPPA Compliance
- Medical Billing
- Computer Skills
- Attention To Detail
- Phone Etiquette
- Quick Learner
- Team Player
- Compassionate
Certification
Medical Coding and Billing class completion on 12.3.2025 and scheduled for NHA exam January 7. 2025.
Languages
English
Professional Working
Timeline
Provider Advocate Representative
United Healthcare
05.2022 - 01.2025
Representative
Capgemini
12.2020 - 11.2021
Customer Service Representative/In Clinic Tester
Cape Fear Eye Associates
01.2017 - 02.2019
General Laborer/ Production Floater
Smithfield Packing
06.2016 - 01.2017
Customer Service Specialist
AT&T Call Center
09.2011 - 2015
Customer Service Representative
ACS/Xerox
11.2010 - 09.2011
Front Desk Customer Service Representative/Child Care Provider
Gold’s Gym
12.2004 - 02.2007
Human Resource Development/Pre-Employment Training Certificate - undefined
Sandhills Community College
High School Diploma - Medical Coding and Billing
Sandhills Community College
High School Diploma -
Seventy-First High School