Marion Harper
Macon,GA
Summary
Dynamic customer service professional with proven problem-solving abilities at Allergy Asthma and Sinus Center. Adept at managing high-stress situations while enhancing user experience and achieving timely resolutions. Skilled in active listening and maintaining confidentiality, ensuring exceptional service and patient satisfaction in fast-paced environments. Committed to continuous improvement and operational excellence.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Allergy Asthma and Sinus Center
04.2021 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
Insurance Verification Specialist
Endoscopy Center of Middle Ga
01.2013 - 03.2021
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Generated reports to track insurance verifications and claim progress.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Posted payments to accounts and maintained records.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
- Increased accuracy of insurance verification, ensuring compliance with both provider and insurer requirements.
- Collaborated with healthcare providers to ensure that insurance coverage met needs of patient treatments.
- Supported timely claims processing by submitting accurate and complete documentation to insurance companies.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Reduced errors in insurance claims by conducting thorough audits and implementing corrective measures.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Ensured accuracy in patient insurance information by meticulously verifying details, leading to reduction in claim denials.
- Expedited patient registration process by efficiently validating eligibility for various insurance plans.
- Improved claim submission times by streamlining verification and authorization process.
- Developed strong relationships with insurance representatives, facilitating smooth communication channels for resolving inquiries or disputes.
- Coordinated with care teams across various departments to ensure seamless integration of verified coverage information into overall treatment planning.
- Enhanced patient trust by ensuring personal and sensitive information was handled with confidentiality during verification process.
- Negotiated payment plans on behalf of clients facing financial hardship, helping them access necessary healthcare services without undue burden.
- Optimized use of insurance verification software, leading to faster processing times.
- Assisted in negotiating with insurance companies to secure better coverage options for patients.
- Enhanced claim processing efficiency by verifying insurance coverage and obtaining pre-authorizations for procedures.
- Demonstrated a high level of professionalism and attention to detail in all aspects of insurance verification specialist role, consistently exceeding performance expectations.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Obtained payments from patients and scanned identification and insurance cards.
- Assisted with medical coding and billing tasks.
- Answered phone calls and messages for [Number]-physician [Type] medical facility, scheduling appointments, and handling patient inquiries.
- Registered and verified patient records before triage with most up-to-date information.
- Prepared and processed patient referrals and transfer requests.
- Managed office bookkeeping with insurance billing and patient payments.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Insurance Referral
Pulmonology Associates
08.2005 - 12.2012
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
Associate of Science - Business Administration
Miller Mottee Technical College
Macon GA05-2015
High School Diploma -
Twiggs County High School
Jeffersonville GA08-1985
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
Timeline
Customer Service Representative
Allergy Asthma and Sinus Center
04.2021 - Current
Insurance Verification Specialist
Endoscopy Center of Middle Ga
01.2013 - 03.2021
Insurance Referral
Pulmonology Associates
08.2005 - 12.2012
Associate of Science - Business Administration
Miller Mottee Technical College
High School Diploma -
Twiggs County High School
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