CASSIE HEKL
Winter Garden,USA
Summary
Dedicated representative eager to utilize strong problem-solving and communication skills. Computer savvy with substantial understanding of customer service principles and internet platforms. Coachable and determined to effectively communicate products or services to customers.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Specialty Pharmacy Representative
CVS Specialty Pharmacy
08.2023 - 04.2024
- Inbound or outbound phone calls to patients regarding complex Specialty medication orders.
- Coordinates and processes requests for new and refill order shipments.
- Verifies eligibility, prior authorization, and other reimbursement requirements prior to shipment.
- Assists in enrolling and tracking new customer referrals.
- Provides explanation of CVS/Specialty services to new customers
- Transfers/escalates clinical questions and issues to the staff pharmacist for resolution.
- Set up and modified patient profiles to include current medications and insurance details.
Customer Service Representative
Amazon
05.2017 - 08.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Met customer call guidelines for service levels, handle time and productivity.
Medical Billing Coordinator
Pediatric Associates
Newark, DE
09.2000 - 07.2003
- Reduced claim denials and rejections by conducting thorough audits and addressing discrepancies prior to submission.
- Collaborated with insurance providers to expedite claims processing and secure timely payments for services rendered.
- Prepared billing statements for patients and verified correct diagnostic coding.
- Verified insurance of patients to determine eligibility.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted payments and collections on regular basis.
- Liaised between patients, insurance companies, and billing office.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
Education
Associate Of Applied Science -
Salem Community College
Penns Grove, NJMedical Billing Certification - Medical Billing And Coding
Dawn Training Institute
Delaware Skills
- Computer literacy
- Customer service
- Retail sales
- Strong communication
- Insurance Billing
- Medical terminology
- Medical coding
- Conflict resolution
- Insurance Verification
- Problem-solving
- Empathy and compassion
- Anatomy knowledge
- Organizational skills
- Data Entry
- Cash register
- HIPAA Compliance
- CPT coding
- Detail-oriented
- Problem-solving skills
- Team collaboration
- Insurance verification
- Insurance billing
- Processing payments
- Billing support
- Resolving customer issues
- Teamwork and collaboration
- Time management
- Attention to detail
- Critical thinking
- Adaptability and flexibility
- Decision-making
- Prioritization and organization
- Task prioritization
Certification
Medical Billing Certification
Timeline
Specialty Pharmacy Representative
CVS Specialty Pharmacy
08.2023 - 04.2024
Customer Service Representative
Amazon
05.2017 - 08.2020
Medical Billing Coordinator
Pediatric Associates
09.2000 - 07.2003
Associate Of Applied Science -
Salem Community College
Medical Billing Certification - Medical Billing And Coding
Dawn Training Institute