Israt Sayra
Texas Oncology
Garland,TX
25
years of professional experience
Desirous for a challenging role in an inspiring workplace to utilize my customer service, administrative and management skills for the growth of the organization as well as to enhance my knowledge about new and emerging trends in the emergent sector also knowledge about General Property and Casualty Sector and successfully obtain certificate
Work History
Contact Center Care Coordinator - Urology Specialist team
1 Year 10 Months- Ensures a positive and exemplary experience with all patients by focusing on patient experience, satisfaction, and resolution in a call Center environments.
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Scheduled various type of appointments including labs and schedule various procedures using the EMR system and Athena, re-schedule, Cancellation of appointments and link active referral request to a future appointment.
- Update insurance information and verify the authorization, inform about the copay and deductible, environment. Enter data in the data entry platform and complete the entire assignment task as per the Department needs frequently.
- Have the knowledge about medication refill, shipment, add pharmacy and other task about the refill request
- Fax lab order and appropriate documents to another location as per the patient needs with maintain the proper protocol. Experience about the Telehealth Scheduling, Trouble shooting patient portal and educate patient how to check in to the portal.
- Check pre-authorization for referral as per the patient needs, Create self-referral for the patient also making notes for the provider when patient needs other provider referrals.
- Provide accurate information about products and services to customers
- Resolve customer complaints and concerns in a timely and effective manner
- Document customer interactions and record details of inquiries, comments, and complaints
- Follow up with customers, as needed, to ensure that their issues have been resolved to their satisfaction
- Meet or exceed established service level metrics for quality and productivity
- Stay up-to-date with product and service information and promotions
- Work collaboratively with other team members to provide excellent customer service
- Perform other duties as assigned by the Contact Center leadership
CUSTOMER SERVICE REPRESENTATIVE
4 Years 3 Months- Interacting with Customers: Proficiently communicate verbally a large volume of inbound and outbound phone calls daily and Coordinates Customers flow throughout all Including email, text, etc. By helping, those to add their Auto and helping customers to get proper coverages and best rate for insure the Vehicle. Billing related activities with directly interaction with customers, submit auto insurance claims, prepare and mail bills, and collect and apply payments received.
- Billing and Payment Processing: Handling billing discrepancies, payment issues, and policy cancellations, as well as guiding the new/old customers regarding billing and payment issues.
- Insurance Claims: Submit and manage insurance claims, ensuring accurate and timely processing. Collecting the billing payments using credit cards, checking accounts and related methods.
- Verifying Insurance Information: Verify insurance eligibility, analyze insurance benefits, and relay relevant information regarding payment policies and billing/collection processes.
- Contact DMV as per customer in Insurance needs.
- Effective Communication: Excellent communication skills to interact with customers, insurance carriers, and colleagues using high volume phone calls.
- Computer Proficiency: Proficiency with relevant software for managing billing processes and maintaining accurate records, contact management systems like CRM. Office, Outlook, Excel, etc.
- Attention to Detail: Paying close attention to details when verifying billing adjustments and handling account resolutions.
RESOLUTION SPECIALIST
1 Year 6 Months- As Resolution Specialist Proficiently communicate verbally a large volume of inbound and outbound phone calls daily and Coordinates patient flow throughout all Including email, text, etc.
- Verifying Patient insurance information, pay plans, methods of payments, and receiving payments as well as making sure the payment details are entered into the systems accurately. Identifying and resolving discrepancies for customers' orders and billing issues. Maintaining confidentiality of data including patient health information and credit card information.
- Scheduled appointments, re-schedule, Cancellation of appointments and link active referral request to a future appointment. Deliver healthcare reminders in a call center environment Enter data in the data entry platform and complete the entire assignment task as per the Department needs. Verifies patient demographics and enters changes into Epic system.
- Have the knowledge about medication refill, shipment, add pharmacy and other task about the refill request.
- Have the knowledge of the in network and Out of Network process for insurance
- Have the knowledge of Medicare and Medicaid Advantage. Annotating the entire document after each call for further correspondence. Sets up pharmacy shipments by verifying patient information and prescription for delivery.
- Demonstrate proficiency with Word, Excel, and experience documenting within an electronic health record using Epic system and CRM
- Adheres to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures. Attends weekly team huddles, intermittently, to stay connected with the Retail Health field and operation, Support co-worker take owner-ship of difficult problems and well knowledge about how to set priorities in work agenda
- Trained-up new associates as per assigned by the managers.
CUSTOMER SERVICE ASSISTANT
21 Years- Ability to effectively communicate verbally a large volume of inbound and outbound phone calls daily while maintaining a positive attitude for multiple Department quires including medical team inquiries , resolving any issues related to radio, cell phones, queries from different sections and outsiders via phone, email or in-person; Do all the Administrative tasks and duties to support, which include preparing complicated documents, maintaining databases, accessing information from databases in order to prepare reports, arranging staff meetings and presentations as per the IRM (Information Management Team, Visa, and Medical Department needs.
- Promote and monitoring attendance of the Department with minimal supervision, working on Tab Spread Sheet as assigned by the different Department. Data Entry and maintaining of Contact Management Database (CMD) and CRM, responding to emails.
Education
Associate of Arts - Social Science
High School Diploma
Secondary School Certificate (SSC) - Science
Skills
Communication
Management and Administration
IT
Cross cultural communication; Strong representation and negotiation;
Effective Work Relationships on managing and negotiating contracts
licenses
leases
liaison client-vendor evaluation;
Institutional partnerships;
Stakeholder collaboration;
Self-Motivations;
Take Initiatives;
Office Coordination;
Goal-Oriented;
Multi-Tasking;
Patient and Pleasant;
Professionalism;
Resourcefulness;
Epic
EMR
CRM
CMD
MS Office that include Outlook
Excel
Word
Power Point
etc.
Legal Expertise
Deductive Reasoning
Accomplishments
Completed Customer Service training from US Department of State Completed Contact Database Management training from US Department of State Completed MS Office Training from US Department Of State completed licenses for General Property and Casualty. Basic Service Training as an insurance agent. Walmart Health Training
Languages
English
Hindi
Bengali
Full Professional
Timeline
Contact Center Care Coordinator - Urology Specialist team
Texas Oncology
07.2024 - 05.2026Read More
RESOLUTION SPECIALIST
Walmart Health and Wellness
08.2022 - 02.2024Read More
CUSTOMER SERVICE REPRESENTATIVE
GEICO INSURANCE
03.2020 - 06.2024Read More
CUSTOMER SERVICE ASSISTANT
U.S. Embassy Dhaka
01.2001 - 01.2022Read More
Azimpur Girls' High School
Secondary School Certificate (SSC) from Science
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Begum Badrunnesa Govt. Girls' College (BBGGC)
High School Diploma
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Begum Badrunnesa Govt. Girls' College (BBGGC)
Associate of Arts from Social Science
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