Lacediia WELCH

• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Built positive relationships with customers by providing exceptional customer service.
• Followed standard operating procedures when handling customer problems and complaints.
• Demonstrated strong problem-solving skills by resolving customer issues during first call.

Performed careful reviews of applicant data to see if they qualified for Unemployment benefits .
Conducted interviews with applicants, explaining benefits process and which programs were available.
Inputted all communication with applicants into computer system to facilitate future clarification and knowledgeable
support.
Conversed with people from different cultures daily, providing high level of respect and patience with each
interaction.
Cultivated effective fact-checking and research talents from daily reviews of program eligibility requirements.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products
and services.
Prioritized and organized tasks to efficiently accomplish service goals.

I work with multiple departments including but not limited to, surgical services, anesthesia, pre- admission testing,
primary care, cardiology, etc.
I was responsible for obtaining insurance eligibility and prior authorization for procedures to be performed/ordered
by sur
geon and other hospital personal. I would make outbound calls to insurances companies gathering additional information to ensure codes we billed correctly for procedures like surgeries ,inpatient hospital stays, Radiology testing, blood testing ETC. Would be correctly billed
I was also responsible for denial management of surgical, radiology, hospital charges. and any other testing performed by the Hospital or Doctors
Coordinated resolutions for issues and appealed denied authorizations.
Scheduled peer to peer reviews for physicians to discuss medical necessity with insurance providers.
Provided accurate information to all parties, including patients, insurance providers, healthcare staff and office
personnel by using effective written and verbal communication skills.
Identified reasons behind denied claims and worked closely with insurance carriers to promote resolutions.
Applied knowledge of Medicare, Medicaid and third-party payer requirements utilizing on-line eligibility systems to
verify patient coverage and policy limitations.
Notified ordering providers of denied authorizations.
Collaborated with internal departments to provide account status updates.

My primary responsibility was,registering patient for labs x-rays Cat-scans, MRI,blood work and any other outpatient
procedure.
I had to make sure their insurance was active, address were correct if they had any demographic changes.
I also had to look over the orders that the patients had to insure the CPT and diagnosis codes were correct, and the
doctor signature was legible
Once that was completed i would notify the correct departments and let them know that the said patient was ready.
Proofread documents carefully to check accuracy and completeness of all paperwork.
Provided hands-on training and coaching for junior staff on office policies and regulations.
Offered every visitor immediate, personalized and friendly assistance by helping with Signing in and finding patients
rooms

• Connected callers with appropriate professional, department, or business.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Answered calls engaged customers with friendly, professional demeanor.
• Created and maintained company phone directory with current extensions and staff information.
• Announced important information and emergency notifications over PA system.
• Operated switchboard and routed incoming calls to appropriate departments.
• Responded to customer inquiries with patience and positivity to establish excellent first impression.
• Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
• Documented messages and forwarded to correct individual.