Summary
Overview
Work History
Education
Skills
Timeline
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DEMETRIA ROBERTSON

Summary

Over six years of experience working with the public in different working environments. Experience with speaking to account holders, customers, and patients inquiring about information regarding their accounts and ensuring that issues are resolved both promptly and accurately to achieve first contact resolution. Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

12
12
years of professional experience

Work History

SUPPORT SPECIALIST II

NTHRIVE
01.2017 - 01.2022
  • Responsible for completing daily account-related functions in an efficient and timely manner.
  • Research, resolve, and reconcile accounts while utilizing various medical billing systems.
  • Interact with clients and internal departments to ensure proper account handling.
  • Answer email requests and handle them in a prompt, courteous, and professional manner.
  • Analyze and interpret accounting documents and/or correspondence.
  • Identify trends, determine root cause for discrepancies.

PATIENT BENEFIT SPECIALIST

BIOGEN
01.2016 - 01.2017
  • Accurately adjudicate the claim in a timely manner
  • Verify secondary insurance to insure all resources for the patients are being utilized
  • Resolve claims rejections to successfully adjudicate the claim
  • Accurately adjudicate refills in a timely manner
  • Other related duties as assigned by supervisor
  • Calling before every shipment to make sure the patient’s plans are still active and to see if the patient has met the out of pocket maximum
  • Communicate with providers and other employees regarding patient updates and changes
  • Facilitate prior authorization with insurance companies for patient receiving same day shipments.

CUSTOMER CARE/ SUPERVISOR

XEROX
01.2014 - 01.2016
  • Answered incoming calls from members to determine the nature and resolution of customer issues and questions
  • Researched and resolve member inquiries
  • Achieved specific call targets to include quality, average handle time and overall customer satisfaction
  • Managed customer disputes and issues in a positive manner; convey a positive image on the telephone
  • Adhered to all policies and standard operating procedures
  • Other customer service related duties as assigned
  • Answered calls from account holders in regards to their Health Savings Accounts
  • Provide detailed overview of the Health Savings Account such as eligibility & enrollment, funding and the features as well as benefits associated with the Health Savings Account
  • Assist account holder with the setting up online accounts, reset pins, provided security codes and user IDs
  • Discuss transaction histories and claims
  • Write and submit cases for further investigations and manage a team of call center agents, motivate and encourage agents through positive communication and feedback.

INTAKE/REGISTRATION

Memorial hospital of RI
01.2010 - 01.2013
  • Responsible for entering and verifying identified data into the electronic medical record to ensure accuracy, by obtaining their license/ID and insurance card.
  • Ensures patients receive exceptional customer service, answers patient calls, completes scheduling duties, and completes insurance verification.
  • Check-in and check-out process of patients presenting for medical appointments or upon arrival in the ER using the EPIC software system.
  • Going room to room and ensuring patients of their financial obligations regarding the visit, and collecting payment.

Education

Some College (No Degree) -

Wake Technical Community College
Raleigh, NC

Skills

  • Excellent customer service skills
  • Strong communication skills
  • Ability to handle multiple tasks
  • Attention to detail
  • Problem-solving skills
  • Proficient in medical billing systems
  • Analytical skills
  • Ability to work independently and in a team environment
  • Time management skills
  • Knowledge of insurance verification
  • Familiarity with EPIC software system

Timeline

SUPPORT SPECIALIST II

NTHRIVE
01.2017 - 01.2022

PATIENT BENEFIT SPECIALIST

BIOGEN
01.2016 - 01.2017

CUSTOMER CARE/ SUPERVISOR

XEROX
01.2014 - 01.2016

INTAKE/REGISTRATION

Memorial hospital of RI
01.2010 - 01.2013

Some College (No Degree) -

Wake Technical Community College

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DEMETRIA ROBERTSON