Brian Pacas

• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
• Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
• Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
• Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
• Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
• Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
• Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
• Identified, analyzed, and researched systemic issues and made recommendations for resolution.

• Communicated with insurance providers to resolve denied claims and resubmitted.
• Posted and adjusted payments from insurance companies.
• Communicated effectively and extensively with other departments to resolve claims issues.
• Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
• Located errors and promptly refiled rejected claims.
• Identified and resolved patient billing and payment issues.
• Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
• Ensured timely submission of claims to various insurance carriers, resulting in prompt payment for services rendered.
• Maintained strong working relationships with healthcare providers, fostering clear communication regarding billing-related matters.
• Precisely evaluated and verified benefits and eligibility.
• Filed and updated patient information and medical records.
• Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
• Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.

Independently review, investigate,and determine claimant eligibility for Unemployment Insurance benefits, in accordance with laws, regulations, policies and precedent decisions.

Conduct Unemployment Insurance fact finding interviews with employers, claimants and other contacts.

Interpret and apply laws, policies, and precedent to decisions consistently to individual cases.

Document all facts, findings, actions, and decisions.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
• Researched product and issue resolution tactics to address customer concerns.
• Monitored systems in operation and quickly troubleshot errors.
• Managed high levels of call flow and responded to [Type] technical support needs.