Jacqueline Rogan
Lansing,MI
Summary
Dedicated team player adept at managing customer service and claims processing for policyholders. Looking for a long-term position with a growth-oriented company. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
21
21
years of professional experience
Work History
Patient Billing Specialist
McLaren Greater Lansing
Lansing, Michigan
2005.10 - 2019.01
- Liaised between patients, insurance companies, and billing office.
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Posted payments and collections on regular basis.
- Prepared billing statements for patients and verified correct diagnostic coding.
- Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
- Verified accuracy of accounts payable payments, resulting in [Number]% reduction in payment errors and check reissues.
Switchboard Operator
McLaren Greater Lansing
Lansing, MI
06.2003 - 01.2019
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proven ability to develop and implement creative solutions to complex problems.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Delivered services to customer locations within specific timeframes.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Learned and adapted quickly to new technology and software applications.
- Organized and detail-oriented with a strong work ethic.
Claims Intake Representative
ProAssurance
OKEMOS, MI
01.2019 - Current
- Assessed customer needs and provided appropriate advice and support.
- Initiated follow-up action for incomplete or missing information on claims forms.
- Compiled statistical data relating to the number of processed claims per day, week, month.
- Updated internal databases with relevant information regarding individual cases.
- Maintained up-to-date knowledge of company policies, procedures and services related to claims intake.
- Assisted colleagues with complex cases as needed.
- Gathered all necessary documentation from customers to initiate a claim.
- Entered data into computer system accurately and efficiently.
- Communicated with other departments to resolve issues related to claims intake.
- Monitored incoming calls, emails and faxes received from customers.
- Reviewed submitted documents for accuracy and completeness.
- Verified customer identity using standard security protocols prior to initiating a claim process.
- Verified details with policyholders and requested additional information.
- Investigated discrepancies between customer records and insurance policy details as needed.
- Performed additional duties as assigned.
- Responded promptly to customer inquiries via telephone, email or in person.
- Provided accurate information to customers regarding the claims process.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Interpreted and applied insurance policy provisions to determine coverage for each claim.
- Organized information by using spreadsheets, databases or word processing applications.
Education
Associate of Science - Human Services
Lansing Community College
Lansing, MI05-2004
Some College (No Degree) - Special Education
Eastern Michigan University
Ypsilanti, MISkills
- Policy Interpretation
- Insurance knowledge
- Confidentiality
- Decision-Making
- Flexible Schedule
- Data Analysis
- Policy understanding
- Coverage Determination
- Microsoft Office
- Team Collaboration
- Policy Knowledge
Timeline
Claims Intake Representative
ProAssurance
01.2019 - Current
Patient Billing Specialist
McLaren Greater Lansing
2005.10 - 2019.01
Switchboard Operator
McLaren Greater Lansing
06.2003 - 01.2019
Associate of Science - Human Services
Lansing Community College
Some College (No Degree) - Special Education
Eastern Michigan University