Euneka Reaves
Fishers,IN
Summary
Highly skilled and enthusiastic professional with more than 20+ years of experience managing operations in patient-centric medical offices. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
PSA Referral Coordinator
Eskenazi Health
Indianapolis, IN
08.2022 - Current
- Established strong relationships with external as well as internal providers, facilitating seamless communication and collaboration in patient care.
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals (20-40 a day) while maintaining exceptional levels of patient care.
- Enhanced patient satisfaction with timely coordination of referrals and appointments.
- Streamlined the referral process by implementing efficient tracking and commination systems.
- Responsible for handling 60-120 inbound calls a day.
- Assisted in the development of referral processes and procedures.
FNOL Claim Representative
The Hartford Insurance Group
Indianapolis, IN
03.2018 - 08.2022
- Enhanced customer satisfaction by completing the initial claim in 3 minutes or less and providing accurate claim resolutions.
- Researched and analyzed 50-60 completed claims a day to determine next steps and possible outcomes.
- Continuously improved personal knowledge of industry trends and developments through ongoing training initiatives, enhancing job performance capabilities.
- Decreased claim processing time by streamlining workflows and implementing efficient task prioritization..
- Improved overall productivity with effective communication between team members and other departments.
Insurance Verification and Eligibility Specialist
Express Scripts
Indianapolis, IN
09.2015 - 03.2018
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Streamlined application process for clients by implementing efficient case management techniques, improving overall service.
- Collaborated with multidisciplinary teams to ensure comprehensive support for clients in need of assistance.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Conducted extensive research on available resources to connect clients with appropriate community services and support networks.
- Supported continuous improvement initiatives within the agency through active participation in training sessions and workshops.
Customer Service Executive
Comcast
Fishers, IN
11.2013 - 09.2015
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and backed up other customer service managers.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained staff on operating procedures and company services.
- Acted as main point of contact for logging customer issues and resolving technical problems
Customer Service Team Lead
Anthem BCBS
Indianapolis, IN
12.2007 - 09.2013
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Evaluated a team of 10-20 staff members performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Education
Bachelor of Science - Business Administration And Management
Capella University
Minneapolis, MN09-2022
Master of Science - Business Administration And Management
Indiana Wesleyan University
Marion, INSkills
- Multi-line telephone operation
- Notetaking and documentation
- Multi-line phone proficiency
- Caseload Management
- Database Management
- Medical Terminology
- Pre-authorizations
- HIPAA Regulations
- Patient Scheduling
- Scheduling Software
- Insurance Verification
- Service Utilization Improvements
- Decision-Making
- Risk Management
- Critical Thinking
Timeline
PSA Referral Coordinator
Eskenazi Health
08.2022 - Current
FNOL Claim Representative
The Hartford Insurance Group
03.2018 - 08.2022
Insurance Verification and Eligibility Specialist
Express Scripts
09.2015 - 03.2018
Customer Service Executive
Comcast
11.2013 - 09.2015
Customer Service Team Lead
Anthem BCBS
12.2007 - 09.2013
Bachelor of Science - Business Administration And Management
Capella University
Master of Science - Business Administration And Management
Indiana Wesleyan University
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