Latreacia Moore

- Manage and resolve outstanding accounts receivable balances by following up on unpaid or underpaid claims.

- Conduct detailed research and communicate with insurance companies, patients, and other stakeholders to expedite payment processing.

- Maintain accurate records of all correspondence and actions taken in billing systems to ensure compliance with company and industry regulations.

- Collaborate with other departments, such as billing and customer service, to ensure prompt resolution of discrepancies and billing issues.

- Meet monthly goals for reducing account aging and increasing overall collection efficiency.

- Prepare reports on collection activities, payment trends, and performance metrics for management review.

- Handle patient and insurance inquiries related to account balances, payments, and adjustments, ensuring timely and professional communication.

- Managed customer escalations by acting as the point of contact for customers requesting supervisor intervention, successfully de-escalating high-stakes situations.

- Developed and presented weekly performance reports for department supervisors and management, highlighting problem areas and recommending actionable solutions.

- Provided expert-level support in a call center environment, addressing member inquiries on benefits, claims resolution, eligibility, prior authorizations, and billing.

• Responded to customer inquiries regarding health insurance policies, coverage options, and claims

processing.

• Assisted customers in understanding their insurance benefits, explaining policy details, and resolving

any issues or concerns.

• Collaborated with internal departments, such as claims and underwriting, to resolve customer issues

and ensure timely resolution.

• Handled escalated customer complaints and worked towards effective resolutions, ensuring high levels.

- Analyzed customer service performance metrics to identify inefficiencies and areas for improvement, successfully reducing customer complaints and enhancing overall service quality.

- Led efforts in resolving escalated issues by collaborating across teams and ensuring customer complaints were addressed quickly and effectively.

- Played a key role in developing and refining customer service policies that improved both customer experience and operational efficiency.

- Reviewed and verified accuracy of test sample paperwork, ensuring compliance with company standards and reducing potential errors.

- Trained, mentored, and supervised a team of customer service representatives, providing guidance on technical support and customer service best practices.

- Led special initiatives to improve service quality, customer satisfaction, and overall team productivity.

- Provided advanced-level technical support for internet and voice services, assisting customers in resolving complex technical issues.

- Implemented a quality assurance program to monitor and coach team members, significantly improving service delivery standards.