Lucie Olson

Responsible for reviewing requests by mail, telephone, or in person regarding insurance claims/policies. Fully proficient in all key areas; performs many complex functions. Primary duties may include, but are not limited to: Responds to inquiries from policyholders, providers and/or others for information and assistance. Performs research to respond to inquiries and interprets policy provisions to determine most effective response. Outbound calls are conducted in the ZipDrug business area. Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers. Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions; attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts. Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary. Performs other duties as assigned. Requires a HS diploma or equivalent and a minimum of 3 years of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background. For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

• Serve as a medical staff liaison to manage inter-departmental communication.
• Maintain an active and professional collaboration and communication with staff and clients via phone, email, and in-person interactions.
• Ensure the maintenance of an environment that enhances the safety and physical comfort of the patients.
• Assist with the scheduling/rescheduling of patient appointments.
• Effectively process refill and referral requests while maintaining a positive interaction with the patients.
• Conduct a thorough screening of phone calls to assess the patient's needs.
• Ensured the timely and updated documentation of patients while maintaining confidentiality.
• Implement division strategic plans to gain directionality and achieve the department's goals.
• Review documentation to ensure compliance with the company's policies and accounting practices.

• Tracked monthly expenses by effectively drafting spreadsheets.
• Developed tools and techniques for financial data visualization.
• Provided relational database expertise through effective communication with account and customer success teams.
• Reviewed documentation to ensure compliance with the company's policies and accounting practices.
• Reconciled statements while correcting any discrepancies.
• Assisted in the hiring, training, and supervisory process of office staff while maintaining personnel files and completing annual reviews.
• Reviewed and managed financial statements to timely report any variance to upper management.
• Maintained an active and professional collaboration and communication with staff and patients via phone, email, and in-person interactions.
• Effectively identified and resolved patient's queries and concerns while complying to the set policies.
• Managed office vendors while maintaining an active communication and collaboration with the clinical manager.

• Maintained a positive and welcoming environment for all the patients.
• Served as the initial point of contact to respond to patient's queries and concerns.
• Effectively processed referrals, authorizations, pre-certifications for specialist appointments, and diagnostic imaging.
• Maintained the confidentiality of all staff, doctors, and patients information.
• Communicated medical results to patients under clinical supervision.
• Scheduled appointments while actively registering and orienting all new patients.
• Answered phone calls and directed calls when required.
• Ensure the timely and accurate documentation of processed payments.

• Managed and monitored the effective balancing of financial transactions including point of deposit commingled and transit.
• Attended diversified training sessions to enhance skills and strategies to comprehend the varying needs of clients.
• Ensured compliance with the set deadlines by providing prompt and accurate service.
• Conducted thorough analysis of variances and discrepancies prior to reporting to the upper management.
• Completed account balancing and daily reports for diversified financial institutions.

• Implemented adequate research and planning before purchasing from vendors.
• Managed and monitored the accounts of the business.
• Maintained an on-time completion of all company tax filings throughout the year.
• Accepted and processed client payments in cash, credit cards, and cheques.
• Maintained a constant and positive interaction with clients to ensure their satisfaction with the service.
• Implemented frequent training sessions to enhance the performance of the employees to ensure a lean and efficient operation.
• Cleaned office spaces as determined by the clients.
• Managed and monitored the functionality of the business with the set budget.

• Ensured compliance with operational standards and company policies.
• Maintained an active collaboration among different departments to achieve set goals and objectives.
• Implemented division strategic plans to gain directionality and achieve the department's goals.
• Provided recommendations to enhance the performance of the employees by implementing strategies for the recruitment process, performance management, and departmental policies.
• Maintained timely reporting and documentation of expense reports and charts.

• Ensured compliance with operational standards and company policies.
• Maintained an active collaboration among different departments to achieve set goals and objectives.
• Implemented division strategic plans to gain directionality and achieve the department's goals.
• Provided recommendations to enhance the performance of the employees by implementing strategies for the recruitment process, performance management, and departmental policies.
• Maintained timely reporting and documentation of expense reports and charts.