Lena Philpot
Augusta,GA
Summary
Experienced customer service professional with a strong background in communication, organization, and multitasking. Skilled in customer service management, including complaint resolution, satisfaction enhancement, team building, and training. Proficient in Microsoft Office, insurance verification, claim entry, and payment posting. Known for delivering high-quality support in call center environments, fostering teamwork, and achieving results through effective collaboration and customer engagement. Committed to providing courteous, prompt, detailed, and accurate support while managing outbound and inbound calls with patience and tact.
Overview
13
13
years of professional experience
Work History
Care Advisor
Careforth
11.2023 - Current
- Do intake to qualify and enable enrollment in service for those who may be eligible.
- Work across multiple states, providing proactive, empathetic customer service working with caregivers, care recipients and referral sources.
- Keep caregivers and care recipients informed about updates and next steps.
- Served as a liaison between healthcare providers, community organizations, insurance companies, and clients to facilitate coordinated care delivery.yyy
- Promoted a supportive environment for patients by addressing concerns and answering questions promptly and accurately.
- Answered new client telephone calls and maintained follow-up through sales process, taking accurate referral or service request information by phone and advising on services.
- Established rapport quickly with new clients through genuine empathy while maintaining professional boundaries.
- Improved patient well-being with compassionate communication and empathetic listening skills.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
Dispatcher
Global Medical Response
12.2021 - 10.2023
- Effectively communicate with the customer about their trip reservation which includes, confirmation of trip, routing time issues with transportation service and customer review of trip experience.
- Use appropriate methods to schedule, assign, review and route transportation request.
- Monitor and respond to calls and emails proficiently using established call handling and deliver excellent customer support to providers facilities and member representatives.
- Clearly document communication following protocols and processes and properly identify and escalate issues as necessary.
Customer Service Rep
Alorica
06.2021 - 12.2021
- Responsibilities included activation or deactivation of customer utility service and transfer of utility service.
- Provided information about utility service policy, rate questions, and billing inquiries.
- Investigated high bills, authorized extensions, and made arrangements for payment of past due bills and final bills.
- Handled complex customer questions, complaints, and billing inquiries with the highest degree of professionalism to resolve customer issues with one call resolution.
WellCare Supervisor
Teleperformance
02.2019 - 06.2021
- Ensured escalated support calls and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters were handled properly.
- Checked WellCare member eligibility and provided them with provider information.
- Educated members and/or providers on health plan initiatives.
- Provided first call resolution working with appropriate resources to ensure closure of all inquiries.
- Processed written customer correspondence and provided the appropriate level of follow-up in a timely manner.
WellCare Agent
Teleperformance
01.2018 - 02.2019
- Responded to member, provider and other inquiries via telephone while meeting all corporate guidelines and performance standards.
- Ensured customer satisfaction while assisting customers with issues/concerns related to their health insurance plan.
- Reviewed customer information to check eligibility for Medicaid.
- Placed Over the Counter orders for WellCare members.
- Recorded, investigated and resolved member complaints.
- Assisted in the education of members regarding health plan procedures/policy.
Collection Specialist
Contract Callers Inc
07.2017 - 12.2017
- Negotiated payments while continuing to build a positive relationship with customers.
- Performed telephone contact with customers according to guidelines to ensure payment.
- Resolved client-billing problems while applying great customer service in a timely manner.
- Managed collection efforts with a high level of persuasiveness and professionalism.
Bill Collector
Augusta Collection Agency
01.2017 - 06.2017
- Made outbound collection calls in a professional manner while keeping and improving customer relations.
- Maintained a positive customer relationship and minimized a bad debt experience.
- Negotiated repayment terms that work for both the customer and the company.
Customer Service Rep
Convergent
08.2016 - 01.2017
- Provided exceptional customer service to individuals through mobile device diagnostics and answered account questions in a timely and efficient manner.
- Continually increased knowledge of telecommunication products and services.
- Received coaching and feedback to help further develop my skills.
Medical Coding Intern
Medical College of Georgia Crossroads
07.2012 - 10.2012
- Duties included answering telephones and assisting customers with their inquiries.
- Regularly and routinely assisted customers and patients with scheduling appointments, verifying health insurance and documenting coverage or lack of health insurance coverage.
- Served as a first line of contact for customers and patients in navigating their bills, invoices, and statements of services rendered and posting the corresponding payments from individuals, third parties, and other organizations to include Health and Human Services, Medicaid, and Medicare.
Education
Medical Coding and Billing Program - Reimbursement Specialist
Goodwill Works
Augusta, GA06.2012
High School Diploma -
Academy of Richmond County
Augusta, GA05.2009
Skills
- Data entry proficiency
- Care coordination
- Motivational interviewing
- Client confidentiality
- Follow-up skills
- Healthcare
- Customer service
- Attention to detail
- Multitasking
- Critical thinking skills
- Organizational skills
- HIPAA compliance
- Verbal and written communication
- Creative problem solving
- Patient education
- Relationship building
- Claims processing
- Patient documentation
- Patient registration
- Insurance verification
- Medical terminology
- Documentation
- Goal setting
- Appointment schedulin
- Quality assurance
- Patient outreach and Follow-up
Timeline
Care Advisor
Careforth
11.2023 - Current
Dispatcher
Global Medical Response
12.2021 - 10.2023
Customer Service Rep
Alorica
06.2021 - 12.2021
WellCare Supervisor
Teleperformance
02.2019 - 06.2021
WellCare Agent
Teleperformance
01.2018 - 02.2019
Collection Specialist
Contract Callers Inc
07.2017 - 12.2017
Bill Collector
Augusta Collection Agency
01.2017 - 06.2017
Customer Service Rep
Convergent
08.2016 - 01.2017
Medical Coding Intern
Medical College of Georgia Crossroads
07.2012 - 10.2012
High School Diploma -
Academy of Richmond County
Medical Coding and Billing Program - Reimbursement Specialist
Goodwill Works
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