Marcie Hyslop

• Customer advocate, assists, builds and maintain effective relationships with brokers, their customer groups, Health Plan, Account Management Team (AMT), and dedicated employer groups.

• Serves as the primary contact for the broker/customer/employer group for all service issues (benefits, enrollment, billing, claims etc.).

• Confirms receipt, provide expected turnaround times, and communicate resolution timely. while researching issues to track and analyze root causes, and make recommendations for improvement.

• Proactively resolve issues, updating broker/customer on status frequently and/or coordinate internal resources to ensure end-to-end resolution of issues. While anticipating the customers next question, provide thorough and complete answers, visualize the next step to resolve the customers inquiry.

• Submits and update claims system to reflect customer benefit exceptions.

• Meet performance expectations, metrics and makes recommendations for process improvements where appropriate.

• Manage inventory efficiently, responding same day, providing adequate follow-up, and identifying when escalation is needed and appropriate

• Act as an expert in assigned book of business, remaining available for calls with customer or Account Management Team.

• Prioritizes customer inquiries by answering the phone, returning voicemails promptly.

• Address' any escalated issues, including self-escalating to internal partners.

• Meets with customers and aligned Health Plan partners to review servicerelated issues including ideas for improving or enhancing the customer's total service experience.

• Contact members and providers as needed to resolve issues.

• Self-motivated; maintain a high level of work quality, focus on detail and is dependable in meeting commitments and fulfilling obligations.

• Builds and strengthen customer relationships; adopts approach to meet each customer where they are to meet their needs; act ethically, maintaining the highest personal and professional integrity

• Exhibits solid interpersonal skills; network outside and inside the organization and build positive relationships with key individuals and groups

• Educates and ensure compliance with all policies and procedures.

• Prior approval services for all patients scheduled for injections and surgical procedures
• Following all insurance guidelines and criteria for each surgical procedure
• Confirmation of eligibility and benefits for all scheduled surgery cases
• Complete CPT and diagnosis coding for all scheduled surgical cases
• Verify patient demographics and important information for clean claim filing
• Counsel patients on financial concerns and connect them with state resources which are available, while providing back up coverage for face-to-face financial counselor
• Compile estimates and collection of self-pay procedures

• New hire enrollment and orientation, including explanations of benefits and company policies
• Process new hire paperwork, payroll, and insurance eligibility forms
• Update current employee paperwork including I9, medical and additional insurance enrollments
• Assist with accounts payable, repair orders, parts tickets, and general office tasks
• Assist with yearly file maintenance and processing all car sales
• Provides administrative support to all staff including sales, finance, service, and parts department when needed
• Answer and route all calls to appropriate location
• Assisted Title Clerk with Title applications, Certificates of origins, and break down of all car deals

• Daily support including mail distributions, answering phones, scheduling meetings
• Managing and ordering office supplies for all offices a-crossed three states
• Continuing assistance with out of state visitors, all while ensuring a superior level of customer satisfaction
• Established a plan of action for any escalated issues within the facility
• Coordinated vendors regarding repairs and maintenance of the office
• Scheduled corporate meetings and arranged catering as needed
• Entered purchase orders for approval for all corporate fees
• Assisted with projects in each department as necessary including accounts payable and receivables
• Processed vendor updates including yearly updates, EFT submissions and new vendor set up

• Scheduled patient appointments, internal, external, and high-tech imaging
• Retain and confirm accurate patient information; Insurance information, authorizations, referrals and copies of high-tech imaging
• Answered phone and maintained a busy phone line, providing confidential messages to providers and nurses while following all HIPAA guidelines
• Provided administrative support in billing, scheduling, planning and overall office needs
• Assisted patients with health forms and explanations of releases and forms