Lorie Schexnayder

Inbound calls addressed customer inquiries, maintained claims, and provided updates on claim status. Outbound calls to insurance companies and vendors for claim progress. Assigned tasks that involved taking claims to their furthest point, obtaining any missing information, and inputting it into the claim file, requesting police reports, saving any incoming correspondence, handling it accordingly, and reviewing and researching final bills before issuing payments for repairs or reimbursements. Reviewed and processed new claims to ensure accuracy and completeness. Able to reach and maintain metric goals.

Customer service representative who advocates for our members. Aid members with compassion and empathy while helping to resolve their inquiries and needs. Resolution of members' inquiries involved troubleshooting by reviewing accounts, contacting providers on members' behalf to get the resolution needed. While with UnitedHealth Group, completed levels 1 and 2 of Medicare and Retirement certification, also received a Compliance certification and been skilled as a messaging representative; this allowed me to interact in live chat with our members. My metrics are stellar, reaching goals each month once.

Onboarded from Volt as the Tier 2 Billing Support Specialist for 6 months, then promoted to another department, Community & Forums, where customers' inquiries or complaints were addressed in posts by applying links and information about their questions or concerns that were gathered through research. Interacted with customers through social media chat platforms, direct messaging, and phone calls. Able to reach and hold goals established by the company's metric system, and always performed in the top 10 each month. Additionally, received the Top Agent Award for the last quarter of 2021.

Recruited for assignment with [24]7.ai for seven months, then onboarded by the company. Assisted customers with billing and support needs for their accounts, such as bill pay, troubleshooting, and order placement, just to name a few. Within a few short months, was promoted to Team POC (the training step before Team Lead). Reached and held goals established by the company's metric system, always one of the top 10 performers.

Managed prompt bill payment while keeping a set budget, and organized daily routines and schedules.

Filed electronic claim forms, evaluated and processed claim denials, contacted insurances when needed.

Interacted with clients through live chat, email, and phone. Problem solved, billing inquiries, updated payment and personal information for clients, processed incoming chargebacks, responded to chargebacks, reactivated clients' accounts after chargeback resolution, and processed back and current payments.