Microsoft Office
Andrea Doss
Lake Ozark,Missouri
Summary
Results-driven professional with 20 years of experience as an Insurance and Marketing Coordinator in the orthodontic industry and 2 years as a Customer Advocate for Delta Dental. Recognized for exceptional leadership, operational management, and customer service skills. Seeking a Customer Success management position in the roofing industry to leverage strong organizational, communication, and problem-solving abilities
Overview
21
21
years of professional experience
Work History
Customer Advocate
Delta Dental Insurance Company
06.2022 - Current
- Manage over 50 calls per day
- Answer customer telephone calls promptly to avoid on-hold wait times.
- Listen to members and providers actively to assess issues and provide accurate information.
- Document member, provider concerns, and inquiry resolutions in the internal computer system.
- Research and resolve account and service problems with friendly, knowledgeable support.
- Provide exceptional customer service to a high-volume customer base, resolving issues, answering inquiries, and providing product information.
- Collaborate with the team to provide timely, accurate responses to customer inquiries.
- Handle difficult customer situations gracefully and professionally, consistently meeting first-call resolution metrics.
- Deliver prompt service to prioritize customer needs.
- Help a large volume of customers every day, with a positive attitude and focus on customer satisfaction.
Orthodontic Insurance & Marketing Coordinator
Orthodontic Specialists Of St. Louis
07.2003 - 06.2022
- Displayed a consistent, positive attitude toward patients, peers, and other personnel, even during high-stress situations.
- Referenced monthly aging reports to follow up on unpaid claims, and obtain maximum reimbursement.
- Verified insurance and communicated coverage to staff and patients.
- Filed and tracked insurance claims, and communicated claims status to patients.
- Posted payments to accounts, and maintained records.
- Presented insurance options to customers in order to close sales.
- Resubmitted claims after editing or denial, to achieve financial targets, and reduce outstanding debt.
- Communicated effectively with patients and parents to discuss treatment processes, what to expect, and the potential length of expected treatment.
- Cross-trained and provided backup for other staff members.
- Trained 10-plus team members on operating procedures and new software.
- Launched a social media campaign to increase case acceptance.
- Composed daily posts for social media, and helped build corporate presence on Twitter, Facebook, and Instagram.
- Planned and executed internal and external marketing events.
- Oversaw the preparation of marketing copy, images, videos, emails, and other collateral.
Education
Administrative Assistant
Hickey College
St Louis, MO12-1995
High School Diploma -
Affton High School
St Louis, MO01-1995
Skills
- Patient Account management
- Critical Thinking
- Self-Motivated
- Active Listening
- Fast Learner
- Detail-Oriented
- Organization and Time Management
- Insurance Claims
- Customer Service
- Conflict Resolution
- Calm and Professional Under Pressure
- Administrative and Office Support
- Accounting Records
- Insurance Supplementation
- Operational Management
Accomplishments
Reduced insurance claims processing time by 50% through streamlined workflows.
Successfully led marketing campaigns that boosted client retention and service adoption.
Recognizes for outstanding team leadership and operational management.
Software
Xactima
Timeline
Customer Advocate
Delta Dental Insurance Company
06.2022 - Current
Orthodontic Insurance & Marketing Coordinator
Orthodontic Specialists Of St. Louis
07.2003 - 06.2022
Administrative Assistant
Hickey College
High School Diploma -
Affton High School
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