Andrea Waller
Cincinnati,OH
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Luxottica Retail
Mason, Ohio
02.2024 - 05.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed positive relationships with customers through friendly interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Billing Customer Service Representative
Spectrum
Blue Ash, Ohio
09.2022 - 07.2023
- Handled customer inquiries and complaints regarding billing issues via telephone, email, and other communication channels.
- Provided detailed information to customers about their accounts, including payment history and current balance due.
- Advised customers on how best to manage their accounts in order to avoid late fees or penalties.
- Followed established guidelines while handling confidential information related to customer accounts.
- Processed payments received from customers by mail or online banking systems.
Patient Care Coordinator
Humana
Work From Home, Ohio
05.2021 - 08.2022
- Ensured that all necessary documentation was completed accurately and submitted in a timely manner.
- Assured regulatory compliance and professionalism across patient service.
- Assisted patients in understanding their care plans and healthcare options.
- Addressed and resolved patient concerns and complaints in a timely and empathetic manner.
- Explained policies, procedures and services to patients.
Customer Service Representative
UnitedHealth Group
Sharonville, OH
03.2020 - 03.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Analyzed and evaluated claim forms, medical reports, bills, and other documents to ensure accuracy of data.
- Reviewed and verified insurance policy information to assess coverage and determine appropriate claims processing procedures.
- Adhered to all applicable laws, regulations, and company standards while processing claims.
- Researched medical claims for validity to resolve discrepancies.
Prior Authorization Representative
Anthem
Mason, OH
06.2017 - 12.2019
- Educated customers about the prior authorization process including applicable deadlines.
- Facilitated communication between health plan representatives, providers, and members when needed.
- Provided timely feedback to physicians regarding authorization status.
- Submitted prior authorization requests electronically or by phone to payers.
- Scheduled peer to peer reviews for physicians to discuss medical necessity with insurance providers.
Education
GED -
Cincinnati State Technical And Community College
Cincinnati, OH07-2008
Some College (No Degree) - Medical Administrative Assistant
Ultimate Medical Academy - Clearwater
Clearwater, FLSkills
- Account updating
- Inbound and Outbound Calling
- Scheduling
- Customer Relations
- Call Management
- Complaint resolution
- Payment Processing
- Problem Resolution
- Follow-up skills
- Building rapport
- Microsoft Office expertise
- Delivery Scheduling
- Tactful and diplomatic
Timeline
Customer Service Representative
Luxottica Retail
02.2024 - 05.2024
Billing Customer Service Representative
Spectrum
09.2022 - 07.2023
Patient Care Coordinator
Humana
05.2021 - 08.2022
Customer Service Representative
UnitedHealth Group
03.2020 - 03.2021
Prior Authorization Representative
Anthem
06.2017 - 12.2019
GED -
Cincinnati State Technical And Community College
Some College (No Degree) - Medical Administrative Assistant
Ultimate Medical Academy - Clearwater