Erionne Thompson
Kansas City,KS
Summary
Organized, goal-oriented, and experienced Office Professional seeking a position in an established office supporting client and customer care. Dedicated Customer Service Associate committed to providing high-quality service by listening to customers and responding quickly to satisfy needs. Strong interpersonal skills with clear grasp of best practices for dealing with difficult and challenging situations.
Overview
15
15
years of professional experience
Work History
Senior Travel Advisor
Enticing Xscapes
07.2021 - Current
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Followed up with customers to increase customer service with travel plans.
Coordinator/Scheduler
Tri-west Healthcare Alliance Patient Intake
01.2019 - 06.2020
- Initiated phone calls to Veterans to educate them on their health options and choices
- Appointed Veterans with healthcare professionals in the community to coordinate medical appointments and follow-up needs
- Followed the processes of the VA program and performed all tasks in a courteous and professional manner.
- Gathered and organized materials to support operations.
Patient Intake Coordinator
Coram/CVS Pharmacy
06.2018 - 01.2019
- Processed all orders from referral sources and patients, responded to phone and fax inquiries, and resolved patient complaints
- Coordinated with the Insurance Verification Team to process patient details and collect benefit coverage information
- Relayed insurance coverage to referral sources and patients and discussed forms required for billing purposes.
Patient Financial Advisor/Pre-Certification Specialist
University of Kansas Hospital
12.2016 - 05.2018
- Scheduled daily appointments with patients that had a financial responsibility, while counseling them of their financial obligation of out of pocket expenses
- Provided estimates for procedures to patient, physicians, and payers as requested
- Served as support to patients and their family members to assure patients had access to all available funding, as well as governmental agencies such as private insurance, Medicare, Medicaid, CHAMPUS, VA, and Worker’s Compensation
- Initiated and completed charity applications on accounts at risk for outside collection activity
- Reviewed financial data to determine Medicaid eligibility and verifies with internal screening process
- Determined patients’ ability to pay and secure repayment arrangement with patient, according to Hospital policies
- Assisted with account billing questions and claim denials from third party payers
- Updated all outpatient office visits and surgery accounts to ensure completeness and accuracy
- Obtained authorizations for scheduled treatment and follow up visits that needed to be renewed for continuation of therapy
- Received and placed telephone calls in a skillful manner and handled all matters with courtesy, accuracy, and respect for confidentiality.
Patient Registration Representative
University of Kansas Hospital
01.2016 - 12.2016
- Greeted patients, verified all patient information and insurance details
- Collected co-pays, input demographic and insurance information into patient software management system, answered phone calls, and paged medical employees as needed
- Scheduled follow-up appointments and ordered CT/MRI scans, if requested by physician
- Updated patient registration and scanned medical records in the hospital's EMR system.
Senior Personal Banker
U.S. Bank
03.2015 - 01.2016
- Performed intermediate duties and support related to branch/contact center operational activities and financial services
- Processed all new account transactions; assisted customers in their selection of various accounts and financial services; cross-selling the Bank's products and services; opening, maintaining and closing of all account types
- Performed branch clerical duties
- Promoted business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services.
Member Contact Center Representative
Hewlett Packard Enterprise Services
12.2013 - 07.2014
- Handled a high volume of inbound calls from Medicaid providers and members regarding eligibility, verification, researching coverage issues, using current reference materials to assist and resolve any member inquiries
- Assisted with telephonic Medicaid applications for prospective and current Medicaid recipients Read and interpret basic to moderately complex documents such as operating maintenance instructions, procedure manuals, and government healthcare guides
- Assisted with prior authorization inquiries and generated requests for approval
- Ensured all requests and inquiries were documented correctly and timely, and other duties as assigned.
Work At Home Customer Care Representative
Teletech
11.2012 - 01.2014
- Handled large volume of inbound calls from current and interested buyers from Best Buy to provide post purchase support for orders
- Assisted customers with orders, modified shipping information, and handled requests for cancelled purchases.
Work at Home Collections Representative
NCO Financial
04.2012 - 11.2013
- Handed inbound calls from Sprint customers inquiring about their wireless phone plan and services, researching and resolving bill-related issues, collecting money owed to Sprint for the services rendered
- Provided assistance to past due customers requesting to make payments or payment arrangements to restore service from interruption due to non-payment.
Flow Team Member
Target
11.2011 - 04.2012
- Organized merchandise on an assembly line based on the department, stocking shelves, maintaining a clean and organized store, and other tasks as assigned.
Administrative Assistant
Kansas City Kansas Community College
08.2008 - 07.2011
- Provided administrative support to the Dean of Humanities & Fine Arts and members of the department
- Assisted with telephone coverage, greeted and helped students, faculty and staff, filed office records and confidential documents
- Prepared reports and documents, by managing and keeping track of the department budget accounts, routine correspondence
- Set up appointments, class scheduling, travel arrangements, weekly absence report preparation.
Education
Healthcare Management -
Ultimate Medical Academy
Tampa, FL01.2014
High School Diploma -
F.L. Schlagle High School
Kansas City, KS01.2006
Skills
- Customer Service
- Administrative Assistant
- Insurance Verification
- Benefit Management
- Medicaid
- Medicare
- Patient Accounting
- Inbound/Outbound Calling
- Electronic Health Record Systems (EPIC/O2)
- Expert knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Pharmacology
- Claims Denials/Follow-Up
- Pre-Certification
- Benefits Eligibility
- Financial Services
- ICD-9/ICD-10
- CPT
- Billing & Coding
- Electronic Health Record
- MMIS
- Records Management
- Data Entry
- Budgeting
- Spreadsheets/Reports
- Accounts Receivable
- Reception
- Collections
- Technical Support
- Exceptional customer service
- Relationship building
- Problem-solving abilities
- Sales expertise
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
Senior Travel Advisor
Enticing Xscapes
07.2021 - Current
Coordinator/Scheduler
Tri-west Healthcare Alliance Patient Intake
01.2019 - 06.2020
Patient Intake Coordinator
Coram/CVS Pharmacy
06.2018 - 01.2019
Patient Financial Advisor/Pre-Certification Specialist
University of Kansas Hospital
12.2016 - 05.2018
Patient Registration Representative
University of Kansas Hospital
01.2016 - 12.2016
Senior Personal Banker
U.S. Bank
03.2015 - 01.2016
Member Contact Center Representative
Hewlett Packard Enterprise Services
12.2013 - 07.2014
Work At Home Customer Care Representative
Teletech
11.2012 - 01.2014
Work at Home Collections Representative
NCO Financial
04.2012 - 11.2013
Flow Team Member
Target
11.2011 - 04.2012
Administrative Assistant
Kansas City Kansas Community College
08.2008 - 07.2011
Healthcare Management -
Ultimate Medical Academy
High School Diploma -
F.L. Schlagle High School
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