Denise M. Payne
Phoenix,AZ
Summary
I am a Customer Service Representative with over 10 years of extensive experience in data entry, eligibility dispatching and medical call center background. My commitment to professional development drives me to refine my current abilities to achieve my aspiration of advancing in healthcare Administration. I am deeply dedicated to supporting vulnerable populations by delivering essential resources and services, cultivating strong customer relationships, and making a meaningful impact in the lives of individuals within an integrated healthcare contact center enviornment.
Overview
15
15
years of professional experience
Work History
Customer Service Representative – Healthcare Tier I
Maximus Federal Services
Phoenix, Arizona
10.2024 - 01.2025
- Manage authorizations and add licensed agents, brokers, or navigators to assist with making changes on their accounts.
- Assist consumers with Marketplace Healthcare applications during OEP, guiding them through coverage options (Bronze, Silver, Platinum, Catastrophic, COBRA, CHIP, Medicaid, Medicare Part A & B) and helping them choose plans based on premiums, co-insurance, deductibles, out-of-pocket maximums, and yearly costs.
- Review and explain eligibility results to consumers, including retroactive start dates and state denial or approval outcomes.
- Ensure attention to detail in resolving issues related to canceled coverage due to errors, fraud, waste, or abuse.
- Help consumers obtain their 1095-A and 8962 forms from the IRS to reconcile monthly premium tax credits.
- Recognize crisis and threat calls promptly and escalate via chat without leaving calls on hold.
Customer Service Representative/ NEMT Dispatching
Modivcare Solutions Inc.
Phoenix
09.2009 - 02.2024
- Handle inbound and outbound calls to members and facilities, verifying urgency of same day appointments not previously scheduled.
- Schedule reservations for clients, including Ambulatory, EMT-Gurney, WC, BLS, and ALS services.
- Inquire about specific medical needs, such as oxygen (liters required), trach mask (old or new), suctioning, height/weight (transferable), etc.
- Dispatch reservations and coordinate flight transportation
- Use military time and U.S. maps to effectively route trips.
Customer Service Representative
Bank of America
Tempe, Arizona
01.2013 - 04.2013
- Assist clients in navigating their 1099 tax statement on their Merrill Lynch account.
- Answer client inquiries regarding 1099 interest, dividends, cost basis, capital gains/losses, uncovered shares, 401(k), 1099-R, and contributions & distributions.
- Provide clients with Merrill Lynch direct contact information and the financial advisor's number for any disputes related to their 1099 tax statement.
Education
GED -
Brookline College
Phoenix, Arizona12-2013
High School Diploma -
The Excel Center-Papago
Phoenix, AZ06-2027
Skills
- 10 years of exceptional customer service experience, Extensive NEMT dispatching background
- 10 years of data entry experience with medical terminology knowledge, Proficient in EMR systems, Excellent comprehensive skills and attention to detail, Skilled in multitasking and working with multiple screens, Strong written and verbal communication skills
- Proficient in OLR, CARES, PPIN, CCUI, EASSIST, LOR, EXA PACS, LCAD, Citrex, Siebel, IVR, GENYSIS Cloud EX, AVAYA, Webex, TEAMS, Experienced with SaaS Revenue Software, Desktop Cisco, 10-Key Adding Machine, Scanning & Fax Machine
Timeline
Customer Service Representative – Healthcare Tier I
Maximus Federal Services
10.2024 - 01.2025
Customer Service Representative
Bank of America
01.2013 - 04.2013
Customer Service Representative/ NEMT Dispatching
Modivcare Solutions Inc.
09.2009 - 02.2024
GED -
Brookline College
High School Diploma -
The Excel Center-Papago