Audrianna Rasmijn
Pasadena,TX
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Personable and dedicated Customer Service Representative with extensive experience in Verification industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Manager
Subway
League City, TX
03.2023 - Current
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Recruited and hired qualified candidates to fill open positions.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Maintained adequate staffing to meet objectives within budget.
Insurance Verification Specialist
Houston Cardiovascular Associates
Houston, TX
04.2017 - 03.2023
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
- Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
- Identified discrepancies in patient's insurance coverage or benefits, ensuring accuracy of data entered into system.
- Interpreted Explanation of Benefits statements from various insurers and communicated relevant information with other departments as needed.
- Responded promptly to customer inquiries regarding their benefits and eligibility status.
- Evaluated policies and procedures related to Insurance Verification activities.
- Collaborated with internal staff members such as Billing Specialists, Medical Coders., to resolve any discrepancies in patient's insurance information.
- Updated patient and insurance data and input changes into company computer system.
- Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
- Accessed third-party insurance databases to identify coverage of benefits.
- Navigated through multiple online systems to obtain documentation.
- Retained strong medical terminology understanding in effort to better comprehend procedures.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Communicated with patients with compassion while keeping medical information private.
Customer Care Representative
Forward Edge, Inc
Pasadena, TX
10.2013 - 04.2017
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Delivered customer support to high call load each shift.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
Education
High School Diploma -
Deer Park High School
Deer Park, TX05.2012
Skills
- Policy Implementation
- Team Leadership
- Customer Relationship Management (CRM)
- Verbal and Written Communication
- Time Management
- Patient Rapport
- Data Entry and Review
- Communication and Interpersonal Skills
- Attention to Detail
- Documentation and Correspondence
- Insurance Coverage Verification
- Eligibility Determination
- Medicaid Knowledge
- Medical Terminology
- Customer Service
- Insurance Plan Verification
- Insurance Terminology
- Understanding of Medical Terms
- Document Management
- Patient Communication
- Referral Coordination
Timeline
Manager
Subway
03.2023 - Current
Insurance Verification Specialist
Houston Cardiovascular Associates
04.2017 - 03.2023
Customer Care Representative
Forward Edge, Inc
10.2013 - 04.2017
High School Diploma -
Deer Park High School