Liberty Mosher
Castleton-on-Hudson,New York
Summary
Attentive healthcare professional with a passion for providing expert support to meet all patient needs. Dedicated to making healthcare more accessible and understandable for patients, ensuring their comfort and satisfaction. Possessing a caring nature and vigilance that enable excellence in assisting with appointment scheduling and coordinating with providers and medical teams. Equipped with top-notch multitasking, organizational, and conflict management skills to handle any challenge that arises.
Overview
11
11
years of professional experience
Work History
Employer Services Representative
Elevance Health
04.2023 - 10.2024
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Strengthened relationships with insurance brokers, facilitating swift resolution of coverage queries.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct insurance premium totals, updated accounts, and maintained detailed records for inventory management.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Responded proactively and positively to rapid change.
Operations Expert
Elevance Health
12.2021 - 04.2023
- Established and maintained productive staff relationships to Improve workplace morale, increase productivity and enhance personal growth.
- Created and managed knowledge base to address frequently asked questions and offer how-to guides and troubleshooting instruction.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular performance evaluations of team members, providing constructive feedback and guidance for professional growth.
- Implemented quality control measures to ensure consistent product output and adherence to industry standards.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Anthem Health Guide
Elevance Health
10.2018 - 12.2021
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Facilitated smooth communication between patients and medical staff for seamless coordination of care.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained up-to-date knowledge of product and service changes.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Customer Service Representative
Anthem
10.2016 - 10.2018
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with members.
- Cross-trained and backed up other customer service representatives.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations including sensitive patient information during all interactions to protect client privacy.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries. Meeting call guidelines for handle time and productivity.
- Enhanced overall member satisfaction by educating members and prospective members about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed strong relationships with members by providing active listening skills, compassion, and empathy to understand the patient's needs and offering a tailored solution where applicable. Especially during challenging health situations.
- Managed difficult conversations with composure and professionalism during tense situations to deescalate a call, while maintaining a focus on finding a satisfactory resolution.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Identified and resolved discrepancies and errors in customer accounts.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
Pharmacy Technician
Rite Aid
02.2014 - 10.2018
- Increased customer satisfaction by delivering friendly, personalized service during transactions.
- Counted and labeled prescriptions with correct item and quantity.
- Reviewed and verified customer information and insurance provider information.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Worked with computerized and automated systems for dispensing medications and editing new patient profiles.
- Trained new pharmacy technicians on proper procedures and best practices, ensuring consistent quality of service.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Collected co-payments or full payments from customers.
- Resolved third-party billing and customer service issues.
Education
Associate Degree - The Science of Baking And Pastry Arts
Paul Smith's College of Arts And Sciences
Paul Smiths, New York05.2012
High School Diploma -
Greenville High School
Greenville, New York06.2010
Skills
- Customer Service
- HIPAA Compliance and Patient Confidentiality
- Appointment Scheduling
- Understanding patient needs
- Medical Terminology
- Insurance Verification
- Healthcare industry understanding
- Claims Processing
Hobbies
- Family oriented
- Outdoor activities including hiking, cross country skiing, boating, and camping.
- Car Enthusiast
- Digital Art and Crafting
- Playing the piano
Timeline
Employer Services Representative
Elevance Health
04.2023 - 10.2024
Operations Expert
Elevance Health
12.2021 - 04.2023
Anthem Health Guide
Elevance Health
10.2018 - 12.2021
Customer Service Representative
Anthem
10.2016 - 10.2018
Pharmacy Technician
Rite Aid
02.2014 - 10.2018
Associate Degree - The Science of Baking And Pastry Arts
Paul Smith's College of Arts And Sciences
High School Diploma -
Greenville High School
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