Cameron Milton
Clearwater,United States
Summary
Enrollment Specialist with 5 years of experience streamlining patient enrollment processes, resolving complex issues, and ensuring accurate and timely completion. Proven expertise in managing and processing enrollment forms, utilizing exceptional multitasking and time management skills to handle multiple applications simultaneously. Adept at effectively communicating with patients and healthcare providers, demonstrating strong interpersonal and customer service abilities. Skilled in problem-solving and collaborating with internal teams to optimize enrollment procedures. My background in marketing complements my enrollment specialist role, contributing to a well-rounded skill set. Experienced and skillful Inbound Customer Service Agent providing high quality service to callers, working address and meet all needs. Adept at following communication scripts to properly handle various needs in a poised and professional manner. Proven ability to establish and maintain excellent communication and relationships with clients. Works to keep and increase customer satisfaction with every phone call.
Overview
9
9
years of professional experience
Work History
Enrollment Specialist
CCS Medical
03.2019 - 10.2024
- As an Enrollment Specialist at CCS Medical, I was responsible for managing and processing patient enrollment forms and documentation
- I effectively communicated with patients and healthcare providers to ensure accurate and timely completion of enrollment processes
- Additionally, I utilized multitasking skills to handle multiple enrollment applications simultaneously, demonstrating exceptional time management and organizational abilities
- I played a key role in resolving complex enrollment issues and collaborated with internal teams to streamline the enrollment process
- Took referrals from doctor office and handle prescription and reading clinical notes
- Went over insurance policy regarding co payment
- Builds and maintains strong professional relationships with prospective patients, healthcare professionals, manufacturing partners and inside and outside sales
- Handles inbound and outbound calls from the patient physicians and referral sources
- Troubleshoot new and existing patient concerns add services verify and explain insurance coverage to patient
- Ensure all medical documents patient account and files are updated consistent and complete
- Shipped out diabetic supplies collected co payment collected physician work order and clinical notes
- Addressed customer service inquiries quickly and accurately
- Documented conversations with customers to track requests, problems and solutions
- Escalated customer concerns, issues to supervisors
- Took collections and payment
- Informed patients on the beneficiary and deductible with their insurance
- Went over product information with the customer
- Tracked and located packages with ups or USPS
- Set up new patients account explained when the next order will ship answer questions on receiving new products and updated new information for the patients
- Handle Pre auth and Submission for Humana Medicare and Medicaid insurance did appeal for denials went over co payment and cost of products
- Maintain comprehensive knowledge of medical documentation insurance mandates and organizational protocols to ensure accurate billing processes
- Experience in Hippa law and privacy and medical codes and terminology
- Assisted clients in navigating their financial responsibilities by offering comprehensive explanations of insurance coverage and benefits.
- Monitored daily claim submissions to identify errors or potential issues, taking corrective action as needed for timely processing.
- Established positive relationships with insurance company representatives, facilitating effective communication during the claim resolution process.
- Did follow up with patients to confirm they received there durable medical supplies and if they had any further concerns or questions on using the supplies
Quality assurance
Ambs
05.2017 - 03.2019
- Collaborated with cross-functional teams including production, engineering, and customer service to address quality issues and implement corrective actions
- Conducted regular training sessions for employees on quality control processes and best practices
- Performed root cause analysis on product failures or customer complaints to identify areas for improvement
- Created comprehensive reports detailing quality metrics, defect rates, and trends for management review
- Developed and implemented quality assurance policies, procedures, and standards to ensure compliance with industry regulations
- Streamlined quality assurance processes for improved efficiency and reduced errors.
- Conducted regular quality assurance reviews of completed investigations for accuracy and completeness.
Customer Service Representative
24/7 Intouch Ulta Beauty
01.2016 - 05.2017
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Handled difficult calls and provided resolution to customer
- Worked inbound and outbound calls and follow up with customers regarding there shipment order and refunds
- Investigated worked with fraud department regarding returns in the store and store points and gift cards
- Handling Customer inquiries responding to customer questions via phone email or in store interactions providing information about products services promotions and store locations
- Assisting customers with placing orders tracking shipments and processing returns or exchanges. Includes ensuring that all customers information is accurately recorded in the system
- Maintaining an in depth understanding of ulta product offerings including cosmetics skincare fragrances and salon service to provide personalized recommendations and solutions to customers
- Data entry keeping detailed records of customer interactions and feedback and resolutions to improve service quality and inform management about recurring issues
- Problem resolution addressing and resolving customer complaints or issues regarding products or service in store and demonstrating empathy and professionalism while finding a solution that meet the customer needs
- I managed a high volume of inbound calls often 100 calls per days reason for call included inquiries about product availability order status and billing issues i quickly asses each customer need and provided accurate information tailored to there issues
- Documented all customers interactions in our system to track request and solutions i also implemented a follow up procedure for an escalated cases to ensure all concerns were addressed satisfactorily
- Helped customers place order over the phone or online with are chat went over product information and also upsells
- collected payment and processed refund for items that were not received also submitted investigation with the shipped on lost items
- Helped customer with signing up and making account online also threw the app helped with forgotten password update information and updating card payments
Customer service rep
HSN Home Shopping Network
06.2016 - 05.2017
- Handled High call volume inbound calls also worked on Outbound to reach to customer regarding upselling new products and services
- Documented conversations with customers to track requests, problems and solutions
- Consulted with customers to determine best methods to resolve service and billing issues
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Addressed customer service inquiries quickly and accurately
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Imputed data entry and updated customers account
- Went over company products and sales
- Tracked packing with ups and usps
- Provided assistance for the customer on the web portal and phone app how to navigate their account to make purchases check order status and make payments online and help reset passwords and update customers information
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled product sales and upsell went over product information helped placed order online and over the phone
- Helped with customers login and navigating website and app to sign into there account and making purchases
- Handled loss or non delivered packages and processed refunds and follow up on reshipment's
Education
GED -
PTEC
12.2015
Skills
- Multitasking
- Problem-solving
- Interpersonal communication
- Customer service
- Marketing
- Time management
- Microsoft office
- Training Development
- Microsoft excel
- Documentation management
- Reporting and analytics
- Data entry skills
- Insurance coverage verification
- Health insurance
- Claims reporting systems
- Billing procedures
- Customer billing
- Insurance claim regulations
- Call center customer service
- Team collaboration
- Team leadership
- HIPAA compliance
References
- Celeste Cotton, CCS Medical, CelesteCotton@gmail.com
- Quina Coleman, HSN, 727-655-0446
- Cornshisa Wesley, Ambs, 727-667-5223
Timeline
Enrollment Specialist
CCS Medical
03.2019 - 10.2024
Quality assurance
Ambs
05.2017 - 03.2019
Customer service rep
HSN Home Shopping Network
06.2016 - 05.2017
Customer Service Representative
24/7 Intouch Ulta Beauty
01.2016 - 05.2017
GED -
PTEC
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