Mary Anderson
Customer Service Professional
Tacoma,WA
Summary
Experienced and dedicated professional with over 10 years of expertise in customer service and the healthcare insurance industry. Skilled in effectively communicating complex healthcare information, including benefits, eligibility guidelines, and claim processes. Passionate about delivering outstanding customer service and support to patients, providers, business partners, and team members, while consistently meeting deadlines and contributing to achieving organizational goals.
Overview
14
14
years of professional experience
Work History
Customer and Provider Service Ambassador
Cambia Health Solutions
08.2014 - 12.2023
- Enhanced customer satisfaction by promptly answering, screening, and processed medical service requests and telephone inquiries and strictly adhered to confidentiality agreements, policies, and procedures for multiple providers, clinics, hospitals, and members, in a on-site and remotely team setting.
- Handled all patient and provider issues following best practices, escalating as needed.
- Utilized excellent verbal, written communication and active listening skills while providing information such as enrollment, healthcare benefits, eligibility rules, claims information, payments, procedures, pre-authorizations, medical records, reviews, referrals, appeals, and provider contract/credentialing information.
- Balanced multiple tasks simultaneously without sacrificing quality or timeliness of service provided.
- Utilized knowledge of Group, Commercial, Medicare, Medicaid, Managed Care, and Marketplace insurance.
- Utilized technical skills daily while operating software, such as Windows, Payor Portal, Facets, INSTAMED, SDS, Microsoft Office including, Teams, Excel, Word, Outlook, etc., Salesforce, Zoom, EMR, Availity, and company website addressing inquiries and resolving issues.
- Assisted in training new employees, sharing best practices for exceptional customer service.
- Implemented feedback from customers into service improvements, leading to enhanced client satisfaction rates.
- Adapted quickly to changing circumstances or new information, ensuring seamless continuity of service delivery during unexpected situations.
- Handled customer complaints with professionalism, working towards satisfactory resolutions while maintaining the company''s reputation.
Small Business Owner
RH Anders Group Janitorial LLC
10.2011 - 11.2013
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Secured multiple facility maintenance contracts, resulting in a 100% revenue surge and fostering financial stability and growth.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Hired trained, and supervised staff to maintain high levels of productivity and customer satisfaction.
Patient Account Specialist
Xerox (Affiliated Computer Systems)
02.2010 - 03.2011
- Supported a positive patient experience with empathetic communication during financial discussions, addressing concerns with professionalism and understanding.
- Developed comprehensive documentation of collection activities on individual accounts for accurate tracking of progress towards resolution milestones established within department guidelines.
- Increased successful payment arrangements by 90% through financial counseling sessions with patients, improving revenue cycle efficiency.
Education
High School Diploma -
Oakland High School
Tacoma, WA 05.2001 -
Certification of Completion Medical Assistant Prog - Medical Assistant
Clover Park Technical College
Lakewood, WA 05.2001 -
Skills
Patience and composure
Data entry proficiency
Strong work ethic
Exceptional communication
Customer service
Problem-solving
Active listening
Customer relationship management (CRM)
Fee collection
Documentation accuracy
Insurance verification
Multitasking and organization
Timeline
Customer and Provider Service Ambassador
Cambia Health Solutions
08.2014 - 12.2023
Small Business Owner
RH Anders Group Janitorial LLC
10.2011 - 11.2013
Patient Account Specialist
Xerox (Affiliated Computer Systems)
02.2010 - 03.2011
High School Diploma -
Oakland High School
05.2001 -
Certification of Completion Medical Assistant Prog - Medical Assistant
Clover Park Technical College
05.2001 -