Bonnie Herrell
Murfreesboro,TN
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
19
19
years of professional experience
Work History
CVS Specialty Pharmacy Service Representative
CVS Health
Monroeville, PA
07.2021 - 02.2024
- Assisted in-bound, out-bound, Secure Messaging, OPUS, and Direct and Live Chat with patient issues and questions
- Updated method of payments, copay information, insurance, scheduled orders and processed claims
- Provided copay assistance information to patients
- Reviewed file notes and ICD-10 codes diagnosis codes
- Worked claims to get orders shipped as soon as possible for critical needs patients working with Pharmacist, medical doctor office and other departments
- Coordinated with Pharmacist, Doctor's office, Account Solution, Resolution Team and Direct Escalations to assist customer issues in timely manner to get medication ordered, resolve issue, and prior authorization
- Escalated issues as appropriate
- Trained Employees and Contractors for OPUS to obtain pap cards for orders already shipped to collect copay amounts on order
- Assisted accounting with collecting $450,000 back copay payments
- Live Chat assisted customer with issues, questions and escalations of orders, out of medication, and shipping issues
- Direct escalated requests using templates and SEVE to address issue and directed escalation to appropriate department
- Provided excellent customer service to patients and healthcare providers while answering inquiries, resolving complaints, and processing orders.
- Researched drug information by consulting references such as the Physicians' Desk Reference and other sources.
- Maintained patient profiles, including demographics, insurance coverage, and medication history.
Customer Service Representative
TTEC/BlueCross BlueShield Health Care
01.2020 - 01.2021
- Provided assistance with numerous incoming calls answering customers concerns and questions on medical benefits while multi-tasking and problem solving the issue
- Confirmed eligibility of benefits, ran quotes for procedures/authorizations required for procedure, review EOB/questions on claims/preauthorization's creating cases for each call and every question
- Handled coordination of benefits, reviewed procedure codes/diagnosis codes, policy Interpretation/benefit booklet and Health Saving Accounts and keeping up with Laws & Mandates (Texas Senate Bills/Illinois Senate Bills)
- Email/secure emails - ID Cards, Explanation of Benefits (EOB), Standard Authorization forms, Certificate of Credible Coverage
- Verified claims billed correctly with accurate CPT codes, Diagnosis codes (ICD-10), Modifiers, insurance and referrals
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Claim Processor (Subrogation)
State Farm Automobile Insurance
Murfreesboro, TN
01.2005 - 01.2018
- Managed a wide variety of customer service and administrative tasks to resolve customer claim issues efficiently in a timely manner
- Handled approximately 40-50 inbound and/or outbound calls daily addressing customer inquiries, and solving problems
- Verifying documentation in HIGH priority files (R/S, PR, etc.,) for escalating files to Arbitration or Litigation
- Communicated with customers, attorneys, repair shops, salvage yards and numerous insurance carriers over the phone and in written correspondence
Education
Associate of Science -
St. Petersburg College
Clearwater, FL01-2001
Skills
- Medication Dispensing
- Patient confidentiality
- Insurance Verification
- Prescription fulfillment
- Organization and prioritization
- POS System Operation
- Customer Service
- Multitasking Abilities
Timeline
CVS Specialty Pharmacy Service Representative
CVS Health
07.2021 - 02.2024
Customer Service Representative
TTEC/BlueCross BlueShield Health Care
01.2020 - 01.2021
Claim Processor (Subrogation)
State Farm Automobile Insurance
01.2005 - 01.2018
Associate of Science -
St. Petersburg College
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