Gloria Engelsen
Centerville,MA
Summary
Dynamic Health Insurance Specialist with a proven track record at Westgate Home Medical Equipment, enhancing client retention through exceptional service and expert claims processing. Skilled in HIPAA compliance and relationship building, I excel in fast-paced environments, achieving significant efficiency improvements. My approach combines critical thinking with persuasive negotiation, driving positive outcomes and customer satisfaction. Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills.
Overview
31
31
years of professional experience
Work History
Health Insurance Specialist
Westgate Home Medical Equipment
09.2016 - Current
- Performed needs analysis to obtain information required to make appropriate home medical equipment recommendations.
- Answered inbound calls from existing and future patient's to answer inquiries and discuss equipment options.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Achieved high client retention rates by providing exceptional customer service and addressing concerns promptly.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Used Brightree to process benefit transactions.
- Improved team productivity by mentoring new hires on company policies, software systems, and best practices.
- Increased efficiency in policy renewals, implementing an automated reminder system for clients nearing expiration dates.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Greeted patient's and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
Bookkeeper
Engelsen Construction
09.1997 - 07.2016
- Maintained and processed invoices, deposits, and money logs.
- Managed accounts payable and receivable activities, maintaining vendor relationships and positive cash flow.
- Handled payroll processing for employees, ensuring timely payment and adherence to tax regulations.
- Monitored incoming payments from clients, ensuring prompt application of funds against outstanding invoices.
- Completed payroll for employees and maintained detailed records of procedures.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Prepared monthly bank reconciliations to ensure accurate representation of company''s financial position.
- Reconciled and corrected issues with financial records.
Manager
Denmark's Home Medical Equipment
01.1993 - 08.1997
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
Education
Associate of Arts - Liberal Arts And Sciences
Cape Cod Community College
West Barnstable, MA05.1997
Skills
- HIPAA Compliance
- Claims Processing
- Policy analysis
- Financial Acumen
- Quotes and sales
- Call Center Customer Service
- Critical Thinking
- Customer follow-up
- Customer Engagement
- Client needs analysis
- Relationship Building
- Data Entry
- Client Relations
- Customer Complaint Resolution
- Policy Changes
- Customer Account Review
- Billing Inquiries
- Insurance Coverage Verification
- Insurance Practices
- Billing Procedures
- Customer Referrals
- Policyholder Communication
- Persuasive Negotiation
- Health insurance
- Records Maintenance
- Customer Billing
- Account Management
- Claims Information Gathering
- Insurance Eligibility
Timeline
Health Insurance Specialist
Westgate Home Medical Equipment
09.2016 - Current
Bookkeeper
Engelsen Construction
09.1997 - 07.2016
Manager
Denmark's Home Medical Equipment
01.1993 - 08.1997
Associate of Arts - Liberal Arts And Sciences
Cape Cod Community College
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