Johnna Doucet

• Understood and followed oral and written directions.
• Converted customers paper files and other documents to a digital format for easier access and storage.

• Consulted with customers to determine best methods to resolve service and billing issues.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Documented conversations with customers to track requests, problems and solutions.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Upheld privacy and security requirements established by State and Federal regulatory agencies.

Phone representative in call center assisting customers and providers with questions and issues regarding health insurance policies, including payment issues, Medicare, HIPPA and multiple state regulations to insure correct claims payment.

Worked phone lines and computer platforms receiving phone calls from various regions and policy types.

Determined primacy between multiple insurance policies using Medicare federal guidelines and State regulations.

Provided internal and external customers with coordination of benefits information to facilitate correct payment of claims.

Conducted research on other insurance coverage using multiple sources.

Entered and maintained insurance information in several computer systems.

Worked with Attorneys on subrogation, motor vehicle and Workers Compensation issues to insure correct payment of claims.

Reviewed reports to insure correct payment of claims when multiple insurances were applicable.

Handled work for company President, Vice President, Controller and senior staff.

Reviewed daily receipts for ten stores.

Prepared bank deposits.

Assisted in annual inventory of ten stores.

Worked the reception desk, answered telephones, greeted visitors. Operated Apple and in house computer systems.

Prepared product information packets for professional audio division.