Makia Miller

As a customer advocate, I’m responsible for greeting people and customers. I check people in and out for their in shop appointments. I have to search by last name, phone number or car type to manually check them in. I’m responsible for relating the estimated job completion time, as well as answering questions about any parts ( windshield, door glass, wipers, etc.) & ensuring the correct part is on the work order. I have to answer phone calls and resolve customer issues whether that be rescheduling, communicating & resolving missed/late appointments, relaying payment and insurance information. I’m responsible for keeping the daily dashboard updated by following up with customers, invoicing completed work orders, and doing confirmation calls.

As a posting recon specialist at Charlie Health, my workflow responsibilities included:

• Posting insurance payments to claims following the Explanation of Benefits (EOB) which includes the payment, any contractual adjustment, and patient responsibility (co-pay or deductible). We receive insurance payments via the lockbox (checks), ERA/EFTs (online remittances), & virtual credit cards (online CC payments).
• Posting virtual credit card payments from insurance companies and/or patient payments. A poster is responsible for either running the card per the EOB, or just posting the payment itself.
• Posting claim denials and true zero pays per the EOB and ensuring the claim is in appeal status.
• Working tasks which is a workflow where we follow up on claim postings that are either unposted or in error. We partner with the Accounts Receivable team to locate missing payments, and the poster is responsible for doing research to ensure the posting is correct or if more information is needed.
• Reviewed insurance claims for accuracy and compliance with regulations.

Executed workflow responsibilities as a cash poster:

• Post dental insurance payments to members' claims.
• Make sure member's ledger is accurate with insurance payment, patient responsibility payments, virtual credit cards, and other charges/discounts, etc.
• Read & correctly understand explanation of benefits.
• Charge virtual credit card insurance payments.
• Pull and manually load daily bank report in Microsoft Excel.
• Collaborate and work with different teams within Revenue Cycle such as patient accounts, account receivables, orthodontics, credentialing, etc.

As a cashier, my workflow responsibilities included:

• Sales transactions
• Floor stocking
• As a print and marketing associate, my workflow responsibilities included:
• Completing copies, presentations, posters, banners, business cards, note cards, stamps, and a plethora of other printing necessities.
• Maintain business relationships with customers / clients.
• Inform customers of seasonal promotions, coupons, and marketing opportunities that they may not be aware of.
• UPS drop off center (package intake and shipping processing)

As a call center agent, my workflow responsibilities included:

• Resolve customer issues by providing accurate product information.
• Obtain medical records
• Outbound calls / updating information via database to ensure correct PHI.
• Collaborate with team members to improve service delivery standards.
• Assist in training new staff on call center protocols and procedures.
• Answer incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Managed workflow responsibilities as an order specialist.

• Retrieving and delivering orders to appropriate departments, fixinging issues, quality checkinging, etc.

Processed customer sale transactions at the point of sale.

• Executed various cashier duties, such as:
• Cleaning / maintaining a clean store / environment
• Credit applications (credit cards)