Lekia Wills

• Verified member insurance eligibility and benefits by researching plan information and following established guidelines.

• Reviewed coverage details for accuracy and completeness and identified missing or inconsistent information for follow-up.

• Explained benefits, coverage, and next steps clearly to members, patients, and healthcare providers.

• Documented interactions and benefit findings accurately while navigating multiple healthcare systems and databases.

• Maintained HIPAA compliance and protected confidential information during all member and provider interactions.

• Met quality, accuracy, productivity, and service expectations in a fast-paced, high-volume remote environment.

• Managed high-volume inbound customer interactions, resolving concerns and enhancing customer satisfaction.

• Scheduled services and maintained accurate electronic records, ensuring seamless communication of updates across internal departments.

• Followed detailed procedures and handled sensitive information, ensuring accuracy and compliance in remote work environment.