FELICIA MAYE
Memphis,TN
Summary
Results-oriented professional with 15.5+ years of work
experience and a proven knowledge of customer service,
records management, and workflow planning. Possess
strong market knowledge and critical reasoning abilities in
identifying and evaluating customer needs will be utilized
to achieve satisfaction. Also bringing strong service
orientation, individual, and phone handling skills and
ability to adapt to different personalities.
Overview
18
18
years of professional experience
Work History
LEAD FINANCIAL COUNSELOR
Methodist Le Bonheur Germantown Hospital
Memphis, TN
02.2018 - Current
- Leads and guides the Financial Counselors by coordinating their daily activities and monitoring work load ensuring the delivery of a high quality, responsive and efficient service
- Obtains and records patients' personal and financial information as it is related to hospital admissions, patient scheduling or other registration functions to ensure that PAS
- KPI standards are met or exceeded
- Counsels patients and/or parties responsible for payment regarding payment responsibilities and options
- Analyzes patient insurance coverage, researches probability of coverage based on known criteria, and provides information for patients in need of financial assistance
- Understands, applies, and supports departmental/hospital policies, procedures, and standards
- Attends meetings, in- services and training sessions as required/requested
SERVICE SUPPORT SPECIALIST
American Home Shield
Memphis, TN
05.2017 - 04.2018
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Determined charges for services requested, collect deposits or payments, or arrange for billing
- Referred unresolved customer grievances to designated departments for further investigation
- Reviewed insurance policy terms to determine whether a particular loss is covered by insurance
- Obtained and examined all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
PRIOR AUTHORIZATION SPECIALIST
Accredo Health Group
Memphis, TN
02.2006 - 05.2017
- Contacted benefit providers to gather policy benefits/limitations to ensure services provided will be reimbursable (e.g., deductible amounts, co-payments, effective date, levels of care, authorization, etc.)
- Handled inbound client calls and written correspondence regarding patient eligibility
- Provided inbound phone call support to the prior authorization team giving personal attention to the resolution of customer issues having to do with the status of letter requests or physician review process
- Negotiated pricing for non-contracted payers and authorizes patient services and ensures proper pricing is indicated in
- RxHome
- Worked referrals.
Patient Care Advocate/Customer Service Representative
Financial Counselor
Education
High School Diploma - undefined
KEMPER COUNTY HIGH SCHOOL
May 1994
Skills
- Advanced in
- Microsoft Office 365
- Exceptional customer service
- Critical Thinking
Timeline
LEAD FINANCIAL COUNSELOR
Methodist Le Bonheur Germantown Hospital
02.2018 - Current
SERVICE SUPPORT SPECIALIST
American Home Shield
05.2017 - 04.2018
PRIOR AUTHORIZATION SPECIALIST
Accredo Health Group
02.2006 - 05.2017
Patient Care Advocate/Customer Service Representative
Financial Counselor
High School Diploma - undefined
KEMPER COUNTY HIGH SCHOOL