Courtney McNutt

• Work closely with supervisor with complex accounts that are highly escalated and time sensitive.
• Liaison for other operational departments to research and resolve member and payor issues.
• Research department activities, identifying risks for the member and potential payment issues for the company.
• Generate PrudentRx report weekly to prevent aging of high dollar claims and potential write-offs.
• Trained off shore team members and existing team members for 5 years on internal billing procedures, fostering a collaborative work environment for continuous improvement.
• Monitor work flow for the off shore team.
• Escalate any risks as needed, using discretion and independent judgement in handling patient/payor complaints.
• Help support high-level projects along with performing additional duties as assigned.

• Billed credit card copay assistance, manufacturer copay assistance, and foundations for payment.
• Researched and resolved billing discrepancies to enable accurate billing.
• Make outbound calls to payors to resolve rejections and follow-up with patient/physician when needed.
• Worked special projects, assignments,served as a SME on billing practices.

• Responded to customer questions via telephone and written correspondence regarding insurance benefits, payment arrangements, eligibility, and claims.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Met customer call guidelines for service levels, handle time and productivity.

• Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
• Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
• Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
• Made contact with physicians and insurance carriers to discuss policies and individual patient benefits.
• Trained new customer service representatives on best practices, policies and procedures.

Maintained accurate records in electronic health record systems for compliance and tracking.

• Adapted quickly to various tasks, demonstrating flexibility in a dynamic environment.
• Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
• Sorted and organized files, spreadsheets, and reports.
• Verified Patient Insurance
• Performed Data Entry and Clerical Duties