Chelse Twitty
Charlotte,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Office Coordinator
Novant Health, Inc
10.2021 - Current
- Interacted with customers by phone, email, or in-person to provide information.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Lead and directed team of 20 clinical personnel and support staff.
- Responded to crisis situations with calm and professional approach to optimize support.
- Monitored, analyzed, and corrected staff performance and worked with nurse manager to raise standards of practice.
- Assessed patients, determined needs and managed care.
- Facilitate hiring of qualified Digital Care Group personnel by interview applicants and making recommendations for employment.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Resolved payroll discrepancies quickly and successfully.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
Care Manger
Allcare Plus Pharmacy
12.2019 - 09.2021
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Responded to emergency situations and provided support to promote client safety and wellbeing.
- Confirmed customer information and insurance eligibility for prescriptions.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Explained medication use and side effects under pharmacist direction.
Patient Service Coordinator III
Novant Health, Inc
04.2019 - 12.2019
- Coached employees through day-to-day work and complex problems.
- Entered data, generated reports, and produced tracking documents.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Processed referral requests from patients, doctors and other health care professionals.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
Payer Specialist/ Revenue Cycle Management
ProSpectus
05.2015 - 02.2019
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Analyzed medical records and other documents to determine approval of requests for authorization.
- Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.
- Evaluated clinical criteria for approval or denial of services requiring pre-authorization.
- Identified and resolved payment issues between patients and providers.
- Contacted responsible parties for past due debts.
- Balanced and reconciled accounts.
Patient Care Advocate
Express Scripts
10.2016 - 12.2018
- Maintained confidentiality of patient data and condition to safeguard health information.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Monitored progress and documented patient health status changes to keep care team updated.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Entered and processed patients' prescriptions into internal system.
Customer Relationship Specialist
Verizon Wireless
09.2014 - 10.2017
- Provided excellent customer service and provided answers to client questions within set standards.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Answered customer questions on various plans, carriers and packages based on individual needs.
- Collected payments for devices and packages.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Maintained sound knowledge of company product suites.
Phone Banker II
Wells Fargo
07.2013 - 09.2015
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Cross-sold credit cards, loans and other bank products.
Non Licensed Health Agent
Connextions
05.2011 - 05.2014
- Responsible for assisting members and providers with verifying membership eligibility, and medical benefit information
- Adhered to HIPAA and other compliance standards with all information and activities.
- Cross-sold additional benefits such as dental and vision plans.
- Met with clients to assess financial means and discuss benefits requirements.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Also assisted with processing of prior authorizations for medical claims
- Answered 50 inbound calls and met metrics 94% adherence, handle time and attendance
- Also checked claim status and necessary information received to the proper departments
Education
Associate of Applied Science - Business Administration
DeVry University
Downers Grove, IL06.2023
East Mecklenburg High School
10.2007
Skills
- Contract Coordination
- Report Reconciliation
- Project Coordination
- Office Administration
- Product Knowledge
- Paperwork Processing
- Data Collection
- Account Updating
- Analysis and Critical Thinking
- Attention to Detail
- Time Management
- Benefit Coverage
- Basic Medical Terminology
- Electronic Refill Request Processing
- Insurance Authorization
- Patient Scheduling
- Medical Coding
- Understanding of Medical Terms
- Data Entry
Timeline
Office Coordinator
Novant Health, Inc
10.2021 - Current
Care Manger
Allcare Plus Pharmacy
12.2019 - 09.2021
Patient Service Coordinator III
Novant Health, Inc
04.2019 - 12.2019
Patient Care Advocate
Express Scripts
10.2016 - 12.2018
Payer Specialist/ Revenue Cycle Management
ProSpectus
05.2015 - 02.2019
Customer Relationship Specialist
Verizon Wireless
09.2014 - 10.2017
Phone Banker II
Wells Fargo
07.2013 - 09.2015
Non Licensed Health Agent
Connextions
05.2011 - 05.2014
Associate of Applied Science - Business Administration
DeVry University
East Mecklenburg High School
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