Mereane Patea-Fanolua
Auburn
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Biller/Medical Coder
Medical Billing Solutions
Eatonville
09.2018 - 10.2019
- Tracked details such as authorizations, pre-certifications or referrals required prior to service delivery.
- Reviewed medical records and identified diagnosis codes, procedures, services and supplies for coding.
- Worked closely with physicians to obtain additional clinical information when needed for accurate coding assignments.
- Interpreted physician orders, notes, lab results, radiology reports. for appropriate code assignment.
- Responded promptly to requests from insurance companies regarding clarification on claim submissions.
- Processed corrections and adjustments as needed to ensure accurate payment from third party payers.
- Filed and submitted insurance claims.
- Reviewed received payments for accuracy and applied to intended patient accounts.
Customer Service Representative
AT&T
West Jordan
09.2017 - 09.2018
- Ensured that all customer requests were handled efficiently in accordance with company policies.
- Verified account information during each call to ensure accuracy in order processing or other transactions.
- Identified opportunities to upsell products or services when appropriate.
- Maintained accurate records of customer interactions, details of inquiries, comments, and actions taken.
- Followed established procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provided customer service by answering incoming calls and responding to inquiries in a timely manner.
- Coordinated with various departments such as billing, shipping, logistics, as required for completing transactions.
Customer Service Representative
Aetna
Salt Lake City
03.2015 - 09.2017
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
United Healthcare
Salt Lake City
01.2014 - 01.2016
- Developed strategies for improving customer experience while maintaining compliance standards.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Collected payments from patients and entered them into the billing system accurately.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Adhered to HIPAA regulations when handling confidential patient information.
- Scheduled appointments for patients using the electronic health records system.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Ensured that proper follow up was completed after each interaction with a customer.
- Verified demographics and insurance information to register patients in computer system.
- Processed patient responsibility estimate determined by insurance at pre-registration.
Education
High School Diploma -
Granger High School
West Valley City, UT06-2011
Skills
- Medical coding
- Insurance claims processing
- Patient account management
- Authorization verification
- Payment reconciliation
- HIPAA compliance
- Data entry
- Time management
- Spreadsheet management
- Insurance verification
- Insurance confirmation
- Customer engagement
Languages
English
Professional
Samoan
Professional
References
References available upon request.
Timeline
Biller/Medical Coder
Medical Billing Solutions
09.2018 - 10.2019
Customer Service Representative
AT&T
09.2017 - 09.2018
Customer Service Representative
Aetna
03.2015 - 09.2017
Customer Service Representative
United Healthcare
01.2014 - 01.2016
High School Diploma -
Granger High School
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