Carolyn Eligan

RESPONSIBITIES:

• HIPAA - I follow the Hipaa Guidelines by asking appropriate questions to verify patient information. I am very careful about not releasing patient health information before obtaining all of the necessary identifiers.
• Review verify and enter patient's demographics and insurance information.
• Identify review and research credit balance accounts. Potential refunds, adjustments payment transfers, etc to bring account balance to zero.
• Verify insurance benefits with the insurance company or using Navinet, Promise (Medical Assistance) and other systems used for verification purposes.
• Complete follow up on unpaid account balances.
• Establish reasonable payment plans according to dept guidelines.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Answer calls, emails and faxes per day, addressing customer inquiries,solving problems and providing product information.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• My QA average is consistently 98% which meets the benchmark of 94%
• My adherence exceeds the benchmark of 93% at 96.8% which shows that I do well with observing my IEX schedule.
• I average 1.3% of my total shift time in other showing my high responsibility for not using personal time during my scheduled work time. I understand and abide by the benchmark set for 1.5% using no more than 7.5 minutes per 8 hour shift in "other job" duties as part of my daily job performance.
• I enjoy what I do as a customer contact center specialist. My goal everyday is to resolve every caller concerns the first time they call- FIRST CALL RESOLUTION.