Devon Payne
AIG
Louisville,Kentucky
16
years of professional experience
Demonstrates strong communication skills and the ability to establish a good rapport with clients. Self motivated innovator, with a record of success in identifying customer issues and assisting with problem resolution. Leads by example and establishes a professional work environment based on respect and punctuality.
Experienced with handling and resolving escalated customer issues efficiently. Utilizes communication and problem-solving skills to address and mitigate conflicts. Track record of maintaining customer satisfaction and fostering positive client relationships.
Healthcare professional with solid foundation in patient care coordination, consistently ensuring smooth operations and patient satisfaction. Proven ability to collaborate effectively with medical teams and adapt to dynamic healthcare environments. Known for excellent organizational skills and patient-focused approach.
Work History
High Touch Escalations
4 Years 4 Months- Work as a liaison between patient, doctor's office, copay program, and prior authorization to ensure issues are fixed efficiently and in a timely manner
- Going above and beyond to ensure that patients issues and concerns are not only handled in a timely manner but that they do not happen again.
- Work from team email box as well as team SharePoint site to retrieve escalation tasks.
- Help supervisor with any escalation patient issues
- Work on projects as a team and independently.
- Review account details, prior interactions, and policy guidelines to support accurate decisions.
- Communicate status updates and expectations to customers throughout escalation handling process.
- Track recurring issues and shared trends with leadership to improve service consistency.
- De-escalate sensitive situations and maintain customer satisfaction.
- Adapt quickly to changing priorities while managing multiple escalations in fast-paced environment.
- Resolve complex customer escalations through timely investigation and clear case documentation.
- Reduce customer complaints by efficiently managing and resolving escalated issues.
- Exceed performance metrics consistently by effectively managing time and prioritizing tasks according to urgency.
- Deliver prompt resolutions to escalated inquiries by gathering necessary information from customers and internal resources.
Patient Care Coordinator
6 Years 11 Months- Coordinated patient medication deliveries and follow-up communications to support timely care delivery when needed.
- Documented accurate patient information, delivery schedule, payment notes
- Verified insurance details and authorization requirements before scheduled deliveries.
- Communicated with patients, providers, and care teams to resolve scheduling issues.
- Responded to patient inquiries regarding deliveries, co-pays, financial assistance, prior authorizations
- Create and fax prior authorization forms via Cover My Meds
- Followed confidentiality standards while handling sensitive patient data
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and de-escalating issues to ensure patient satisfaction with their experience.
- Enhanced patient satisfaction by efficiently scheduling deliveries by keeping AHT, ACW, hold times and any other statstic goals to a minimum.
- Communicated with insurance companies to verify coverage and obtain authorizations for medications
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
Claims Examiner
9 Years 1 Month- Process claims for payment
- Researching and processing claims to push through the system for completion
- Answer incoming phone calls and emails from service providers seeking repair authorizations.
- Ask the right questions about the claim, evaluating each request to determine if AIG should repair or replace the product.
- Adjudicate claims for fair and reasonable repair charges.
- Research claims to determine what coverage options were purchased; make denial/approval of claims per the terms and conditions.
- Maintain knowledge of covered equipment, as relates to the price/replacement value.
- Handle research assignments and reporting as delegated by management.
- Supervisor: Scott Timberlake
- Skills Include:
Real Time Coordinator, Workforce Management
2 Years 11 Months- Scheduling meetings, coachings, etc.
- Strategizing breaks and lunches
- Conducting meetings with managers about call center performance throughout the day
- Analyzing call volume
- Recruiting for extended hours and overtime
- Responsible for inventory of phone equipment
- Helping the call floor with any phone equipment issues
- Presenting Real Time Coordinator Presentation to all new hire classes
- Assisting with previous position whenever needed
- Covering at the front desk as a receptionist for breaks/lunches/vacation time
- Supervisor: Jamie Johnson
- Skills Include:
Specialty Administration
3 Years 8 Months- Taking escalated, corporate, and help desk calls
- Filing and faxing customer's paperwork to clients
- Doing spreadsheets on Excel
- Processing in going and outgoing mail
- Extending a helping hand for special projects
- Assisting with customer service calls when needed
- Supervisor: Melody Mitchell
- Skills Include:
Customer Service Representative
7 Months- Maintain excellent working relationships with customers and coworkers
- Ability to keep an above average percentage in AHT, QA, and attendance
- Assisting with locating contracts
- Basic troubleshooting
- Constructing repair/replacement claims
- Tracking Packages
- Registering Products
- Supervisor: Tim Williamson
- Skills Include:
- Core Value Award For Passion
- For always being on time
- Having a positive attitude
- Willing to learn other BOBs to handle call volume
- Getting along with teammates
- Lending a helping hand when needed
Education
GED
Attained
Skills
Deliver friendly
positive service and support.
Collaborate effectively across teams to meet goals.
Provide responsive customer service that supports client satisfaction.
Apply problem-solving skills to address issues quickly.
Prioritize time effectively to keep work on track.
Maintain strong attention to detail across tasks.
Adapt quickly to changing priorities and work needs.
Demonstrate dependable
responsible work habits.
Manage several tasks efficiently at once.
Communicate clearly with customers
coworkers
and leaders.
Use critical thinking to assess situations and options.
Make informed decisions in fast-paced settings.
Resolve customer concerns with professionalism and care.
Bring call center experience to high-volume service settings.
Handle complaints with patience and professionalism.
Apply de-escalation techniques to calm difficult interactions.
Complete reporting and documentation accurately.
Maintain consistent reliability in daily performance.
Identify customer needs and provide suitable support.
Contribute to high-quality customer service outcomes.
Adjust quickly to shifting demands and expectations.
Use strong verbal and written communication skills.
Strengthen customer relations through respectful service.
Follow professional phone etiquette in every interaction.
Core Value Award For Passion
- For always being on time
- Having a positive attitude
- Willing to learn other BOBs to handle call volume
- Getting along with teammates
- Lending a helping hand when needed
Timeline
High Touch Escalations
Optum
06.2022 - CurrentRead More
Patient Care Coordinator
Optum
11.2019 - 2022Read More
Claims Examiner
AIG
09.2017 - CurrentRead More
Real Time Coordinator, Workforce Management
AIG
10.2014 - 09.2017Read More
Specialty Administration
AIG
02.2011 - 10.2014Read More
Customer Service Representative
Service Net Warranty, LLC
07.2010 - 02.2011Read More
Atterbury Job Corp
GED
Read More
Jefferson Community College
Read More