Angela A Frazier
MONTGOMERY
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Transworld Inc
Mobile, AL
05.2020 - Current
- Resolved customer inquiries efficiently through phone, email, and chat support.
- Coordinated with cross-functional teams to address and resolve service issues.
- Documented customer interactions accurately in CRM systems to ensure data integrity.
- Assisted with training new team members on operational procedures and customer service standards.
- Maintained knowledge of product offerings to provide accurate information and recommendations to customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
AT&T
Montgomery, AL
11.2019 - 05.2020
- Analyzed customer feedback to identify trends and improve service delivery processes.
- Managed product returns and exchanges in accordance with company policies, ensuring customer satisfaction.
- Implemented process improvements that enhanced response times for customer support requests.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Payment Poster
AeroCare Holdings Inc.
Prattville, AL
04.2017 - 10.2017
- Processed and posted payments efficiently, ensuring accuracy in financial records.
- Reconciled discrepancies between invoices and payment postings to maintain data integrity.
- Collaborated with billing department to resolve payment-related inquiries promptly.
- Trained junior staff on payment posting procedures and best practices for accuracy.
- Analyzed payment trends to identify areas for process improvement and efficiency gains.
- Processed payments that had been received from insurance companies and Medicare.
- Streamlined the insurance verification process, ensuring accurate benefit information for prompt claim processing and payment resolution.
- Accurately posted payments and adjustments both electronically and manually.
- Identified overpayments and processed refunds for insurance carriers and patients.
- Maintained compliance with HIPAA regulations while handling sensitive patient information during payment posting tasks.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
Insurance Coordinator
Lincare Holdings Inc.
Montgomery, AL
04.2010 - 05.2017
- Coordinated insurance verification processes to ensure timely patient access to services.
- Managed claims submissions and follow-ups, enhancing reimbursement efficiency.
- Analyzed patient data to streamline insurance billing and coding accuracy.
- Developed training materials for staff on insurance policies and procedures.
- Collaborated with healthcare providers to resolve complex insurance inquiries effectively.
- Verified insurance and communicated coverage to staff and patients.
- Managed a high volume of inbound calls, promptly resolving issues while providing accurate information on policies and procedures.
- Assisted clients with understanding complex insurance policies, effectively addressing concerns or questions.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Obtained prior authorization and precertification for outpatient procedures.
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Assisted in resolving complex insurance claims, liaising between clients and providers for favorable outcomes.
- Checked documentation for accuracy and validity on updated systems.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Verified client information by analyzing existing evidence on file.
Patent Access Registration II
Jackson Hospital
Montgomery, AL
10.2014 - 04.2015
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Paid attention to detail while completing assignments.
Insurance Verification Coordinator
MidSouth
Daphne, AL
06.2008 - 10.2014
- Coordinated verification processes to confirm insurance eligibility for patient services.
- Managed communication between healthcare providers and insurance companies to resolve discrepancies.
- Analyzed patient insurance information to ensure accuracy and compliance with regulations.
- Streamlined documentation processes, improving turnaround time for verification requests.
- Trained new staff on insurance verification protocols and system navigation.
- Provided exceptional customer service to both patients and providers while addressing inquiries related to coverage or authorization status accurately and promptly.
- Maintained compliance with HIPAA regulations while handling sensitive patient information during the verification process.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Education
High School Diploma -
Monroe County High
Monroeville,al05-1993
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Complaint handling
- Payment processing
- Professional telephone demeanor
- Call center operations
Claims
EIB901408949, 2025-11-06, Health Care Authority For Bapt, 2025-10-21
Timeline
Customer Service Representative
Transworld Inc
05.2020 - Current
Customer Service Representative
AT&T
11.2019 - 05.2020
Payment Poster
AeroCare Holdings Inc.
04.2017 - 10.2017
Patent Access Registration II
Jackson Hospital
10.2014 - 04.2015
Insurance Coordinator
Lincare Holdings Inc.
04.2010 - 05.2017
Insurance Verification Coordinator
MidSouth
06.2008 - 10.2014
High School Diploma -
Monroe County High