Donna Burroughs
Patient Financial Services
Sanford,ME
Summary
My career has given me the gifts of this life. Prior to any experience I was a higher Fashion Hair Designer in California on the State Board of the largest state Association in the USA & was significant in my contributions to the California Cosmetology Association Board of directors 1993-2004.
My life WAS Customer Service handling THE most complex situations, Your Hair
The remainder of my experience is years of transactions from STD, LTD, COBRA, LIFE INS, Medical Patient Financial Services.
I have been simply put a Service GURU.
Overview
19
19
years of professional experience
Work History
Participant Services Representative
WEX Health
12.2022 - 09.2023
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
Customer Service Specialist
WEX INC
01.2020 - 12.2022
- Evangelized customers turning disgruntled patients into the biggest fans.
- Critically problem-solve common complaints by flagging trends and partnering cross-functionally to recommend and implement preventative measures.
- Proactively create better patient experience.
- Be a champion of employee experiences driving unique company culture.
- Support development and implementation of employee programs that nurture our company's core values to engage employees and create a positive culture.
Customer Service Specialist
LifeHealp
08.2018 - 04.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to update Life Insurance Information or mail depending on states into proprietary systems.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Completed life insurance packets for both claimants & the state of North Carolina for Voya.
Patient Financial Specialist/Triage/
MaineHealth - Maine Medical Center
06.2012 - 04.2018
- Accept incoming finance and billing calls for Maine Medical Center & Maine Medical Partners, process payments, enter into Auth.net program and post/reconcile daily, review account information in EPIC, send appropriate items to work queues that need review
- Process incoming mail from attorney’s, insurance companies and legal parties, make outgoing calls to patients to answer questions and advise of delinquent payments plans and pre-collection processes
- Attend staff meetings/Pod meetings for customer service
- Mail out free care applications, answer numerous question for free care and other questions regarding insurance, Entered insurance information into patient accounts, verified insurance, Interact with all financial staff regarding payments missing or misprocessed payments, handle items that need posting, settled up daily payments & run reports and audit daily posting on accounts for processed payments
- Conducted vast amount of research attempting to resolve patient issues
- Complete National Drug Code spreadsheet for patients, only person who completed for all of MaineHealth, complete conversions for 10 digit codes to required Federal 11 digit code, assist patient with part D reimbursements as courtesy through MaineHealth.
- Handled day-to-day accounting processes to drive financial accuracy.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Entered figures using 10-key calculator to compute data quickly.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Input financial data and produced reports using EPIC
Customer Service Specialist II Teleworker
UNUM Life Insurance Company of America
10.2004 - 06.2012
- Received 2 of the Company wide awards program for "Customer Excellence" as well as the "Dream Team Award with my teamates
- Created 2 letters now in use at Unum due to a process improvement suggestion,
- Tested parts of new system being added into company for future use.
- Handled customer inquiries, complaints, billing questions, benefit payment inquiries, claim extensions, medical updates and service life insurance claims for beneficiaries and funeral homes
- Assist escalated callers, repair trust, locate resources for problem resolution and design best-option solutions
- Interface daily with internal & external partners, physicians, medical practices, social security, departments of human services, employers and employees
- Service key groups of fully insured and self-insured disability claims, life insurance claims, voluntary and group benefits
- Assisted extended durations clients with SSDI filing instructions, assisted with what to do in order to prepare for filing SSDI & what to expect
Education
Patient Advocacy Certification Program -
Cleveland State University School of Nursing Online Program
Cleveland, OH11.2013
Cosmetology OSHA & TRAINING SAFETY STANDARDS FOR S - Cosmetology
Kellogg West Continuing Education Facility Cal-Poly Pomona
Pomona, CA08.1998
AA Degree Equivalency, Bookkeeping & General Accounting -
County Schools Inc.
Bridgeport, CT01.1985
Skills
- Member Services
- Paperwork Assistance
- Service Accounts
- Accurate Recordkeeping
- Customer Loyalty
- HIPAA Regulations
- Financial Administration
- Technical Services
- Customer Relationship Management
- Research Experiences
- POS Systems and Ordering Platforms
- Understanding Customer Needs
- Customer Data Confidentiality
- Benefits Options
Accomplishments
- Awarded 2 of UNUM’s most Prestigious honors of the S.C.O.R.E. awards, received the “Dream Team Award” alongside my teammates as well as the “Service Excellence” awards in same ceremony for as an individual contributor won this amazing honor..
- Worked on a special project regarding Claims Reassessment which involved a 2 year project of assisting claimants in the legal process of the reassessment with only specialized agents being chosen to complete as well as other legal projects where accuracy was crucial.
- Regularly maintained accuracy scores of 98-100%
- Helped company attain the highest customer service ratings (as determined by external auditors)- earned 95-100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Official recommendation for initiative, enthusiasm, tenacity persuasiveness, intense customer focus and dependability in performance evaluations
- Completed Voluntary satisfaction and improve productively.
Additional Information
Support T2T Foundation
Support Israel Conflict
Aligned with Pastor John Hegee for the foundation of Christians & Jews, Donar
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is a matter of attitude of the mind, body & Spirit
Donna Burroughs
Timeline
Participant Services Representative
WEX Health
12.2022 - 09.2023
Customer Service Specialist
WEX INC
01.2020 - 12.2022
Customer Service Specialist
LifeHealp
08.2018 - 04.2019
Patient Financial Specialist/Triage/
MaineHealth - Maine Medical Center
06.2012 - 04.2018
Customer Service Specialist II Teleworker
UNUM Life Insurance Company of America
10.2004 - 06.2012
Patient Advocacy Certification Program -
Cleveland State University School of Nursing Online Program
Cosmetology OSHA & TRAINING SAFETY STANDARDS FOR S - Cosmetology
Kellogg West Continuing Education Facility Cal-Poly Pomona
AA Degree Equivalency, Bookkeeping & General Accounting -
County Schools Inc.