April Burke
Aurora,Colorado
Summary
Experienced leader and team builder with a proven track record of over 10 years in providing exceptional customer support within busy call center environments for the public utility and insurance industries. Highly skilled in organizing and coordinating tasks, with a strong emphasis on written and verbal communication. Proficient in managing inventories, appointment schedules, and customer communications to ensure seamless operations. Proactive self-learner who thrives in high-volume and fast-paced settings, demonstrating adaptability and the ability to succeed under pressure.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Colorado Access
11.2022 - Current
- Resolving member's and providers' questions and concerns using computer-based resources to find answers
- Answering member's questions, ensuring members understand their plan, Co-pays, DME Equipment, Vision, and Dental plan
- Guide members and providers with their healthcare needs by explaining benefits, solving claim concerns, and helping find doctors via telephone
- Checking eligibility for members and providers
- Scheduling appointments for caseworkers
- Filing paperwork, Faxing
- Educated customers about billing, payment processing, and support policies and procedures.
Operations Support Services/ Admin
Seneca Insurance
01.2016 - 11.2022
- Provides support to claims, underwriting, and other commercial insurance professionals through reviewing and setting up operations support service requests, handling documentation, notating/updating claims, police, and premium file documents according to procedure, and providing accurate coverage and statistical information for systems updating.
- Proven ability to learn quickly and adapt to new situations.
Administrative Assistant
Golden Harmony
01.2011 - 12.2016
- Verified insurance coverage to prepare for upcoming patient appointments.
- Conducted insurance verification and preauthorizations and managed patient charts.
- Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Called patients to confirm scheduled appointments day in advance.
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Followed up with insurance companies to secure timely payment.
- Greeted patients and provided required paperwork to facilitate services.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained pre-authorization from insurance companies ahead of medical services.
Customer Service Associate / Administrative
ACS Inc
01.2007 - 12.2011
- ACS State and Local Solutions- Customer Service Representative
- Contracted to answer inbound calls for the Department of Human Services
- Assisted clients by researching case information on the Colorado Benefits Management System regarding their medical and financial cases
- Documented all calls received and returned voicemails as needed
- Provided face-to-face support for front desk at the Department of Human Service
- Scheduling appointments, Calling patients for upcoming appointments, and requesting records.
Education
GED -
Community College
Aurora, Colorado01.2002
GED -
Aurora Central High School
Aurora, Colorado01.1999
Skills
- Time management
- Organizational skills
- Sales
- Marketing
- Insurance verification
- Medical terminology
- Home Health
- Continuous improvement
- Medical records
- Medical Scheduling
- English
- Customer service
- Computer skills
- Medical office experience
- Paperwork Processing
- Complaint resolution
- Microsoft PowerPoint
- Filing
- Microsoft Excel
- Microsoft Outlook
- Scheduling
- Call Center Operations
Certification
Certified Provider Credentialing Specialist
State
Colorado
Zip
80017
City
Aurora
Timeline
Customer Service Representative
Colorado Access
11.2022 - Current
Operations Support Services/ Admin
Seneca Insurance
01.2016 - 11.2022
Administrative Assistant
Golden Harmony
01.2011 - 12.2016
Customer Service Associate / Administrative
ACS Inc
01.2007 - 12.2011
GED -
Community College
GED -
Aurora Central High School
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