Summary
Overview
Work History
Education
Skills
Timeline
Generic

Larinda Burnside

Florissant,MO

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

20
20
years of professional experience

Work History

Direct to Consumer Sales Agent

UnitedHealthcare
07.2021 - Current
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Achieved or exceeded company-defined sales quotas.
  • Increased sales and customer satisfaction through personalized servicing.
  • Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
  • Adjusted sales scripts to better target needs of specific individuals, boosting sales by 200%.
  • Trained and mentored new sales representatives.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Managed customer accounts to secure customer satisfaction and repeat business.
  • Educated clients on insurance policies and procedures.
  • Analyzed customer needs to provide customized insurance solutions.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.

Advocate4Me Rep SR.

UnitedHealthcare
07.2020 - 07.2021
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Listened to customers' questions and concerns to provide answers or responses.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Providing end-to-end resolution for customers.
  • Research complex issues across multiple databases and work with support resources to own resolution of all customer issues and anticipate their future healthcare needs or potential opportunities to improve experience.
  • Conduct proactive research on assigned member accounts to identify service issues.
  • Identify gaps in processes and work closely with other departments for process improvement.
  • Provide education and status on previously submitted pre-authorizations or pre-determination

Administrative Assistant

DaVita
05.2020 - 07.2020
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.

Patient Access Specialist

Banner Healthcare
07.2018 - 05.2020
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
  • Collected and validated patient demographics and insurance information.
  • Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
  • Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
  • Providing excellent customer service by promptly answering patient inquiries.
  • Stayed calm under pressure to and successfully dealt with difficult situations.

Patient Financial Services Representative

Banner Healthcare
04.2018 - 07.2018
  • Conducts registration, point of service collections, and obtains authorizations and forms needed to maximize reimbursement.
  • Collect payments and meet regular collection goals. Resolve customer issues and provide excellent customer service.
  • Perform financial counseling when appropriate.
  • Analyzed customer financial records to determine appropriate payment plan.

Receptionist

Vatterott College
02.2016 - 04.2018
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Schedule and coordinate meetings and appointments for Campus President.
  • Manage all front office activities at flag ship campus to maintain effective campus operations.
  • Accomplished multiple tasks within established timeframes.
  • Trained receptionists and newly hired receptionists.

Senior Patient Care Coordinator

Saint Louis University
04.2003 - 02.2015
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Upheld confidentiality requirements and regulatory compliance guidelines.
  • Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
  • Worked with patients to schedule tests and procedures.
  • Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
  • Performed as subject matter expert for case management processes.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
  • Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
  • Spearheaded and implemented new projects to expand scope of engagement.
  • Scheduled surgeries, managed pre-certifications and verified insurance coverage.
  • Trained patient care coordinators and newly hired patient care coordinators.
  • Managed and motivated employees to be productive and engaged in work.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.

Education

High School Diploma -

West County Tech High School
St Louis, MO
06.1996

Skills

  • Customer Experience
  • Problem Resolution
  • Great Communication Skills
  • CMS Guidelines
  • Enrollment Processing
  • IDX, ICUE, Doc360, COSMOS, Maestro Systems
  • Microsoft Office
  • Medical Terminology
  • HIPAA Requirements
  • Health Care Industry
  • Staff Training
  • Insurance Terminology

Timeline

Direct to Consumer Sales Agent

UnitedHealthcare
07.2021 - Current

Advocate4Me Rep SR.

UnitedHealthcare
07.2020 - 07.2021

Administrative Assistant

DaVita
05.2020 - 07.2020

Patient Access Specialist

Banner Healthcare
07.2018 - 05.2020

Patient Financial Services Representative

Banner Healthcare
04.2018 - 07.2018

Receptionist

Vatterott College
02.2016 - 04.2018

Senior Patient Care Coordinator

Saint Louis University
04.2003 - 02.2015

High School Diploma -

West County Tech High School

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Larinda Burnside