Anna-Victoria Sanders

• Explained coverage options to potential policyholders, answering questions or concerns
• Organized promotional events to increase awareness about different types of health plans
• Analyzed clients' needs and financial situations to customize insurance policies for individual necessity
• Monitored clients' insurance coverages to ensure changing needs were met
• Attended company-sponsored gatherings to speak to community groups on healthcare coverage and long term goals
• Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services, and best practices
• Monitored changes in state laws that may affect current or future health insurance plans
• Developed relationships with clients and managed their accounts on a regular basis
• Conducted fact-finding assessments to create sales presentations for client engagement
• Counseled prospects and policyholders on coverage, limits and regulations.

● Completed systematic eligibility verification checks for patients to verify active insurance plans and document the prescription drug coverage amount under the current plan.
● Oversaw quality assurance for the insurance verification process to ensure the patient account was up to date to determine patient eligibility for the prescription drug assistance program.
● Communicated with payer directly to obtain medical eligibility and benefits, completing 25-30 Benefit Investigations daily

• Providing the knowledge to providers on claim denials Processing appeals and providing Knowledge
• Monitored team progress and enforced deadlines
• Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands
• Collaborated with management team to implement new work procedures or policies
• Delegated daily tasks to team members to optimize group productivity
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints
• Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
• Conducted detailed analysis of business requirements and developed test plans to ensure quality assurance.
• Resolved escalated customer complaints in a timely manner.

• Monitor accounts to identify outstanding debts
• Investigate historical data for each debt or bill
• Find and contact clients to ask about their overdue payments
• Take actions to encourage timely debt payments
• Process payments and refunds
• Update account status records and collection efforts
• Report on collection activity and accounts receivable status
• Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues
• Advised customers of necessary actions and strategies for debt repayment
• Reviewed overdue accounts to schedule contact dates for follow-up phone calls.

● Completed systematic eligibility verification checks for patients to verify active insurance plans and document the prescription drug coverage amount under current plan.
● Oversaw quality assurance for insurance verification to ensure patient account was up to date and determine patient eligibility for the prescription drug assistance program.
● Researched all escalated claims and complex situations and provided company-approved solutions to ensure patients received top-quality customer service.
● Ensured company guidelines and HIPAA laws were followed during each patient service interaction by maintaining patient confidentiality and completing proper process to release patient information.

● Monitored the enrollment process of two prescription-based assistance programs for patients living with Multiple Sclerosis, Chronic Headaches, Tourette Syndrome, and Facial Tic Disorder.
● Conducted 80+ inbound and outbound calls a day to secure missing account information and to provide patient status updates into the assistance program.
● Served as a patient liaison to verify active insurance plan, income, and other personal history to determine if
patient qualified for prescription drug assistance.

KEY ACCOMPLISHMENTS
● Promoted to Subject Matter Expert (SME) for healthcare systems and training within a year of
joining organization.
● Served on an elite Salesforce implementation team to develop, streamline, and test healthcare
functionalities as they related to patient care services.
● Conducted system training for 50+ team members to demonstrate hands-on use of Salesforce, answer
questions, and document processes.

● Managed front desk operations completing administrative duties, maintaining medical records, and ensuring patients received top-quality customer service 100% of visits.
● Coordinated 5 physician schedules to determine availability to update cancellations and reschedules in a timely manner to maintain the continuity of work operations.
● Successfully operated extreme high-volume patient activity, maintaining accurate scheduling, notes, and patient records 95% of time.
● Effectively maintained patient medical records by gathering patient data, creating new patient files, and updating master patient index for physician’s reference.
● Prepared and organized patient admission files and consent forms while updating files with physician notes, medical services received, and medical history to ensure appropriate treatment for future care.

● Ensured patient confidentiality by adhering to HIPAA regulations.

Support Agent
● Supported customers through live chat by using step by step troubleshooting methods to resolve website issues related to backend issues, billing, and other network connections.
● Successfully resolved multiple customer inquiries and issues at one time through multiple chat supports.

Customer Technical Support
● Provided in depth technical support for website owners, troubleshooting background server issues, answering account questions, and providing product information that aligned with customers’ needs.
● Escalated unresolved and complex tickets to the Technology team and scheduled service appointments
between technician and customer for additional website troubleshooting.