Casandra King
Manchester,NH
Summary
Hard-working, adaptable and collaborative professional successful devising satisfying solutions to complex problems, with the desire for continued professional growth.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Allegiance Benefit Plan Management
Remote
01.2022 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Assisted clients in navigating complex claims processes, achieving timely resolutions and minimizing disruptions to their businesses.
- Promoted positive relationships with healthcare providers and members through consistent communication, professional conduct, and timely payment resolutions.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery, managing 50+ calls per day
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Documented and detailed calls and complaints using call center's CRM database.
- Supported colleagues with handling complex cases and provided insights for better decision-making in challenging situations.
- Cross-trained and provided backup support for organizational leadership.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Patient Service Representative
Concord Orthopedics
Derry, NH
03.2020 - 12.2021
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Verified insurance eligibility and coverage for patients.
- Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs.
- Answered incoming calls, scheduled appointments and filed medical records.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring seamless patient experiences.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
Patient Service Representative
Elliot Pediatric Specialists
Manchester, NH
02.2020 - 01.2021
- Served as reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered via Epic software.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at time of service.
Enrollment Processor
HRC Total Solutions LLC
Manchester, NH
08.2019 - 01.2020
- Maintained high level of professionalism when interacting with both internal and external stakeholders, upholding reputation for excellence.
- Managed large volumes of enrollment applications, ensuring accuracy and adherence to deadlines.
- Generated, posted and attached information to claim files.
- Input accurate payment details and managed reports in Salesforce
- Processed and recorded new policies and claims.
- Modified, updated and processed existing policies.
- Calculated adjustments, premiums and refunds.
- Maintained confidentiality of patient finances, records, and health statuses.
- Collaborated with team members to continuously improve enrollment procedures for optimal efficiency.
Eligibility & Enrollment Specialist
UnitedHealthcare
Hooksett, NH
08.2015 - 07.2019
- Efficiently managed multiple competing priorities while maintaining excellent attention to detail in administering complex benefit plans for employees across different job functions.
- Reduced errors in benefit enrollments by implementing rigorous quality control checks during all stages of the process.
- Analyzed and reported on employee benefits data to identify trends and develop strategies for improvement.
- Conducted annual reviews of existing policies to update information.
- Effectively managed time and resources by prioritizing client meetings, attending industry networking events, and staying current with rapidly changing health insurance landscape.
Education
Skills
- Customer Service
- Medical Billing & Coding/Terminology
- Microsoft Office Suite
- EMR & CRM Software Proficiency
- Revenue Cycles
- Insurance Verification
- Escalation management
- Scheduling and Coordinating
- Technical Proficiency
- Documentation And Reporting
- Team Leadership
- Employee Coaching and Mentoring
Timeline
Customer Service Representative
Allegiance Benefit Plan Management
01.2022 - Current
Patient Service Representative
Concord Orthopedics
03.2020 - 12.2021
Patient Service Representative
Elliot Pediatric Specialists
02.2020 - 01.2021
Enrollment Processor
HRC Total Solutions LLC
08.2019 - 01.2020
Eligibility & Enrollment Specialist
UnitedHealthcare
08.2015 - 07.2019