Courtney Ferguson
Memphis,TN
Summary
Highly organized and customer-focused professional with extensive experience in customer service, technical support, and administrative operations. Proficient in outbound calling, problem resolution, and recordkeeping, with a strong ability to deliver product and service knowledge. Adept at handling client relations and ensuring seamless service delivery in both remote and on-site environments.
Overview
8
8
years of professional experience
Work History
Eligiblilty Representive/Prior Authorization Representative
Accredo Health, Inc, A Medco
Remote, TN
02.2021 - Current
- Verified patient eligibility and insurance coverage to ensure accurate service delivery.
- Communicated with patients and healthcare providers to gather necessary information.
- Maintained detailed and organized records of eligibility verifications.
- Assisted in resolving discrepancies in patient insurance data to streamline billing processes.
- Followed all Medicare, Medicaid, HIPAA and private insurance regulations and requirements.
- Input claim, prior authorization, and other important medical data into system.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Communicated authorization decisions, including approvals and denials, to healthcare providers and patients.
Patient Account Representative
Ciox Health
Remote, TN
11.2020 - 02.2021
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Worked closely with insurance companies to obtain authorization for services rendered.
- Applied organizational policies and complied with regulations for patient privacy.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
- Assisted in retrieving and organizing medical charts, as assigned by the supervisor.
- Compiled insurance claims into organized groups, and created detailed Excel spreadsheets.
- Maintained accurate, well-structured records for streamlined operations.
Verification Clerk
McKesson Specialty Health
Olive Branch, MS
08.2020 - 11.2020
- Maintained confidentiality regarding sensitive customer information at all times.
- Ensured all documentation is properly updated in accordance with changing regulations.
- Monitored verification processes to identify and prevent fraudulent submissions.
- Ensured accurate packaging and quality control for outgoing vaccines.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Technical Support Representative
Kelly Connect
Remote, TN
12.2019 - 10.2020
- Conducted remote diagnostics to identify and solve technical problems.
- Provided technical assistance to customers through phone, email and chat support.
- Stayed abreast of latest software developments to enhance job knowledge.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Used remote login tools to assist clients with technical and product questions.
Customer Service Representative
K-12 Learning Solutions
Remote, TN
07.2019 - 04.2020
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered customer inquiries over the phone and via email.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Sales Associate
Conns Home Plus Warehouse
Southaven, MS
03.2017 - 07.2019
- Built and maintained relationships with peers and upper management to drive team success.
- Greeted customers to determine wants or needs.
- Answered incoming telephone calls to provide store, products and services information.
- Recommended, selected and located merchandise based on customer desires.
- Received and displayed product shipments on store retail shelves upon delivery.
- Handled customer complaints in a professional manner.
- Developed promotional strategies to increase sales volume.
Education
Associate of Applied Science - Medical Assisting
Delta Technical College
Horn Lake, Mississippi02-2014
High School Diploma -
Lewisburg High School
Hernando, Mississippi05-2011
Skills
- Electronic refill request processing
- Prescription coordination
- Follow-up skills
- Insurance authorization
- HIPAA compliance
- Client service
- Outbound Calling and Customer Service Excellence
- Product Knowledge and Brand Representation
- Organization, recordkeeping, and spreadsheet management
- Problem Resolution and Fraud Detection
- Technical Support (Hardware Installation and Troubleshooting)
- Inbound Call Handling and De-escalation
References
References available upon request.
Timeline
Eligiblilty Representive/Prior Authorization Representative
Accredo Health, Inc, A Medco
02.2021 - Current
Patient Account Representative
Ciox Health
11.2020 - 02.2021
Verification Clerk
McKesson Specialty Health
08.2020 - 11.2020
Technical Support Representative
Kelly Connect
12.2019 - 10.2020
Customer Service Representative
K-12 Learning Solutions
07.2019 - 04.2020
Sales Associate
Conns Home Plus Warehouse
03.2017 - 07.2019
Associate of Applied Science - Medical Assisting
Delta Technical College
High School Diploma -
Lewisburg High School
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