Chelsea Hopewell

Patient Portal – Service Desk – Agent I | Williamsburg,VA

Overview

years of professional experience

United Concordia Dental (HIGHMARK Health)

10.2022 - Current

Achieved 95% first-contact resolution by addressing enrollment and billing inquiries.
Reduced unapplied cash by reconciling financial records across multiple billing platforms.
Produced audit reports that identified discrepancies, shortening reconciliation cycles effectively.
Investigated claims discrepancies, documenting root causes to improve operational processes.
Standardized documentation to create audit-ready records, reducing follow-up time by 30%.
Escalated complex issues to relevant teams, facilitating corrective actions and user testing.

Health Net Federal Services LLC

09.2014 - 10.2022

Resolved member eligibility and billing issues, achieving outreach targets consistently.
Tracked authorizations and referrals in EHRs, enhancing routing accuracy significantly.
Produced aging reports and reconciliations, assisting cash application processes for leadership.
Analyzed recurring errors, recommending process improvements that boosted operational efficiency.
Standardized documentation across systems, creating audit-ready records and enhancing follow-up.
Troubleshot provider portal errors, coordinating escalations to clinical operations and IT teams.

Nansemond River High School

Suffolk, Virginia

United Concordia Dental (HIGHMARK Health)

10.2022 - Current

Health Net Federal Services LLC

09.2014 - 10.2022

Nansemond River High School