Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lorraine Campbell

Maricopa,AZ

Summary

Enthusiastic customer service representative with over 10 years of experience in medical sector, dedicated to delivering exceptional care while pursuing continuous learning and knowledge expansion.

Overview

13
13
years of professional experience

Work History

Client Care Representative

NexusTek
Maricopa, Arizona
09.2024 - 08.2025
  • Resolved client complaints by coordinating with internal departments.
  • Managed client inquiries through phone and email communications.
  • Maintained accurate client records using CRM software.
  • Collaborated with team members to improve service processes and efficiency.
  • Maintained professional demeanor when dealing with difficult customers or situations.
  • Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
  • Answered incoming calls promptly while remaining polite and professional at all times.

Insurance Verification Specialist II

Hanger Prosthetics & Orthotics West
01.2024 - 09.2024
  • Outbound calls to insurance companies to follow up on authorization status.
  • Processed pre-authorization requests for various insurance plans efficiently.
  • Maintained accurate records of insurance verification processes and outcomes.
  • Communicated effectively with healthcare providers to gather necessary patient information.
  • Verified insurance eligibility for patients requiring prosthetic and orthotic services.

Medical Customer Service Representative

Moda
02.2023 - 01.2024
  • Take inbound calls from providers and members.
  • Review insurance claims.
  • Ensured compliance with HIPAA regulations concerning patient privacy rights.
  • Resolved customer complaints promptly and professionally.
  • Verified patient eligibility for benefits according to healthcare policies and procedures.
  • Collect payments for monthly premiums.
  • Assist members with questions regarding appeals.
  • Quote benefits.
  • Verify authorizations.
  • Assisted customers with inquiries regarding health insurance plans and benefits.
  • Educated clients on claims processes and required documentation for submissions.
  • Managed high volume of incoming calls while maintaining professionalism and courtesy.

Customer Care Professional

Preferred Homecare
Phoenix, AZ
08.2014 - 07.2021
  • Company Overview: Preferred Homecare - Phoenix, AZ
  • Helped large volume of patients every day inbound and outbound calls from patients and referral sources.
  • Processed time sensitive hospital discharge orders for medical supplies and equipment.
  • Built long-term loyal patient and relations by providing top-notch customer service and detailed order, account, and service information.
  • Assisted walk-in patients (in office) with case documents needed to determine eligibility, selection of equipment, and supplies.
  • Placed orders for medical supplies, hospital discharge orders and monthly reoccurring orders for (Ostomy, wound care and urological).
  • Verified insurance and requested authorization and review all documentation for accuracy to qualify patient for services.
  • Collected payment requirements, copays, coinsurance, deductibles.
  • Determine best delivery method to provide for order (truck, UPS, USPS) adding detailed instructions for delivery.
  • Worked close with physicians and referral resources over phone, via fax, and email regarding conflict resolution.
  • Reviews all documentation for accuracy to qualified patient service and referral sources.
  • Insurance guideline (Medicare, Medicaid, and private insurance plans) knowledge of what is covered under each plan and how often its covered.
  • Consistently meeting Quality Assurance score of 85% or above monthly and monthly metrics and goals.
  • Addressed patient complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Logged call information and solutions provided into internal database (notes, faxed documentation).
  • Trained new hire employees created new hire documentation booklets.
  • Preferred Homecare - Phoenix, AZ

Customer Quality Specialist

Apria Healthcare
Tempe, AZ
08.2012 - 05.2014
  • Company Overview: Apria Healthcare - Tempe, AZ
  • Inbound and outbound customer service calls, emails, and fax correspondence.
  • Answered average 100 calls, emails, and faxes per day for durable medical equipment (oxygen, walkers, wheelchairs).
  • Arrange delivery of time-sensitive life-sustaining supplies for patients after hospital discharge to home.
  • Coordinating hospital delivery of oxygen to patients’ room before hospital discharge.
  • Troubleshooting equipment errors and problems.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies, and services.
  • Provides detailed instructions for returns or exchanges of medical equipment.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Apria Healthcare - Tempe, AZ

Education

High School Diploma -

Jefferson High School
Jefferson, OR
01.2001

Skills

  • Medicare and Medicaid expertise
  • Outpatient care coordination
  • Active listening skills
  • Customer service excellence
  • Insurance verification processes
  • Professional telephone etiquette
  • Customer relationship management
  • Adaptability and eagerness to learn
  • Order and refund processing
  • Medical records management
  • Medical scheduling proficiency
  • Durable medical equipment (DME) knowledge
  • Patient intake preparation
  • Inbound call center experience

Timeline

Client Care Representative

NexusTek
09.2024 - 08.2025

Insurance Verification Specialist II

Hanger Prosthetics & Orthotics West
01.2024 - 09.2024

Medical Customer Service Representative

Moda
02.2023 - 01.2024

Customer Care Professional

Preferred Homecare
08.2014 - 07.2021

Customer Quality Specialist

Apria Healthcare
08.2012 - 05.2014

High School Diploma -

Jefferson High School

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