Elizabeth Alonso

Oversee teammates to ensure SLA and call metrics are being met. Conduct root cause analysis for inquiries received from patients and patient representatives. Work closely with our CSLs and collection agencies for account resolutions draft communication letters to our patients or patient representatives. Cancel payment plan arrangements or payments via Imagine Pay or Rev- Springs. Handle all escalation received from call center agents, clients, or upper management. Run reports to verify if our call center agents are meeting our call center metrics. Peer to Peer coaching and training as needed. I've Assisted with the onboarding of our new offshore vendor HGS. Worked as an SME Float Call center Lead from March 2021 - to January 2022. I would assist our Northeast, Westcoast, and Midwest team chats. At this time, I was also responsible for overseeing our LOP Team. I worked closely with the LOP Team to find ways to increase productivity and maintain reasonable numbers for inquiries received via GIVA and worked closely with Law Firms to ensure requests were being handled appropriately. At this time, I was also responsible for assisting in working our Chart swap Inventory for our SDI practices.

Responsible for answering calls assisting teammates with any questions concerns they had. Handled escalated calls, onboarded new teammates, by helping in the hiring process, training our new hires, and assisting with onboarding of our Florida Practice. Worked GIVA gatekeeping, processed adjustments for charity approvals, worked on special projects assigned by upper management.

Responsible for answering various calls, including patient, client, insurance, or law firm calls, building and maintaining business relationships with patients and clients by providing prompt and accurate service to promote customer loyalty, investigating and resolving complex matters in coordination with other areas within the revenue cycle or practice, working projects or assignments with minimal supervision, training new hires,

Early Out Customer Service Representative, Collection Department & Client Service Team.

I answered patients, providers, and clients' inbound and outbound telephone calls regarding their existing accounts. Responded to questions and concerns regarding their services, escalated calls appropriately, made any necessary account changes. Additional responsibilities included following up with the insurance to verify eligibility, claim and appeal status, and verify benefit policies. Processed payments per patient