Irene Audu
Richmond,TX
Summary
Detail-oriented and customer-focused Benefits Verification Specialist with over four years of experience in insurance verification, claims processing, and customer service. Proficient in handling sensitive information, managing complex insurance claims, and ensuring compliance with HIPAA regulations. Adept at building strong customer relationships and delivering high-quality service in fast-paced environments. Seeking to leverage expertise in benefits administration and customer support to contribute effectively to a dynamic team.
Overview
8
8
years of professional experience
Work History
Benefit Verification Specialist
Houston Metro Urology
Remote, Texas
02.2022 - Current
- Conduct thorough insurance verification, ensuring accurate documentation of patient demographics and insurance information
- Process prior authorization claims, determining accurate payment, and ensuring compliance with insurance policies
- Provide high-quality service to customers by addressing inquiries and resolving issues promptly, while maintaining a calm and professional demeanor
- Collaborate with healthcare teams to collate patient data and generate comprehensive healthcare results, including deductibles, OOP, copay/coinsurance, and benefits cap
- Identify and triage Adverse Events (AE) cases to the appropriate program, ensuring adherence to regulatory guidelines
- Handle HIPAA-sensitive information with the utmost confidentiality, recognizing the importance of data security
- Assist in various projects as assigned, contributing to process improvement initiatives and meeting deadlines with a sense of urgency
Customer Service Representative
Walgreens
Houston, TX
09.2016 - 02.2019
- Managed a high volume of customer calls, providing product information and resolving service-related inquiries efficiently
- De-escalated challenging situations with angry customers, maintaining a respectful and composed tone
- Assisted customers in navigating store products, handled photo editing and printing tasks, and supported FedEx label printing for customer packages
- Processed customer transactions at checkout, ensuring a smooth and accurate payment experience
- Communicated with customers via phone and email to notify them about prescription pickups, enhancing the customer experience
Education
Bachelor of Science - Criminology And Security
National Open University Of Nigeria
NigeriaSkills
- Insurance Verification
- Claims Processing
- HIPAA Compliance
- Patient Data Management
- Customer Service
- De-escalation Techniques
- Microsoft Office Suite
- Data Entry
- Communication
- Interpersonal Skills
- Problem Solving
- Conflict Resolution
- Process Improvement
- Quality Focus
- Team Collaboration
- Multi-tasking
- CPT Coding
- ICD-10 Coding
- Desk Phone Systems
- Soft Phone Systems
- Insurance Software
- Healthcare Software
Timeline
Benefit Verification Specialist
Houston Metro Urology
02.2022 - Current
Customer Service Representative
Walgreens
09.2016 - 02.2019
Bachelor of Science - Criminology And Security
National Open University Of Nigeria
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