Gloria Holland

• Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
• Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
• Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.

Inbound calls for DOD veterans to refill.mail order prescription, collect copay and past due balances, medication benefit coverage and tier status.

• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Trained staff on operating procedures and company services.
• Educated customers about billing, payment processing and support policies and procedures.