Enita Rowe
Austell,GA
Summary
Dynamic Customer Experience Specialist with a proven track record at Allied Benefit Systems Inc., adept at enhancing client satisfaction through effective problem resolution and collaboration. Skilled in EMR systems and insurance verifications, I excel in understanding customer needs while maintaining high-quality standards in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Customer Experience Specialist II
Allied Benefit Systems Inc.
Austell, GA
08.2021 - Current
- Assisted customers in resolving inquiries and issues to enhance satisfaction.
- Maintained accurate records of customer interactions using CRM software.
- Collaborated with team members to streamline customer support processes.
- Identified common customer concerns and suggested solutions for improvement.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Proficient in provider search tools
- Trained in COBRA, pharmacy and Flex queue
- Maintains adherence to call metrics systems.
- Effectively handles a high volume of inbound calls
Scheduler
Atlanta Womens Obgyn
Atlanta, GA
06.2021 - 07.2021
- Coordinated appointment schedules to optimize patient flow and reduce wait times.
- Optimized accessibility and accuracy of electronic health records through effective management.
- Communicated effectively with patients regarding scheduling changes and confirmations.
- Streamlined intake processes to enhance operational efficiency and patient satisfaction.
- Executed tasks using EMR platforms such as Centricity, Phreesia, and Epic.
- Processed payments for OB global payments, past due amounts and copays. Etc.
- Managed medical records .
- Confirmation reminders
- Insurance eligibility and benefits status
Insurance Verification Specialist (front Desk and
Morganstern Urology Clinic
Atlanta, GA
08.2015 - 04.2020
- Validated patient insurance information to support accurate billing procedures.
- Utilized electronic health record (EHR) systems for efficient data entry and management.
- Educated patients on insurance coverage options and financial responsibilities.
- Mentored junior staff on best practices for insurance verification techniques.
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Posted payments to accounts and maintained records.
- Generated reports to track insurance verifications and claim progress.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures..
- Accurately inputted all patient and insurance information into company data system using nextgen, Advanced MD and WEX.
- Addressed multiple calls daily to resolve customer inquiries and concerns.
- Contacted insurance carriers to discuss policies and individual patient benefits.
Education
Certificate of Technical Studies - Medical Administration
Everest Institute
Marietta Ga09.2013
High School Diploma -
John Mceachern High
Powder Springs, GA2003
Skills
ICD-10
Medicare
Windows
Calendar management
Epic
Advanced MD
Phressia
Nextgen
Medical receptionist
Data entry
Administrative experience
Insurance verifications
EMR systems
Cash handling
Medical records
Request management
Client advocacy
Data management
Data entry
Call center operations
Understanding customer needs
Teamwork and collaboration
Quality control
Typing
Timeline
Customer Experience Specialist II
Allied Benefit Systems Inc.
08.2021 - Current
Scheduler
Atlanta Womens Obgyn
06.2021 - 07.2021
Insurance Verification Specialist (front Desk and
Morganstern Urology Clinic
08.2015 - 04.2020
Certificate of Technical Studies - Medical Administration
Everest Institute
High School Diploma -
John Mceachern High