Naomi Anderson
Chester,Virginia
Summary
Dedicated Healthcare and Customer Service Advocate for over 10 years. Motivated to maintain customer satisfaction and proven ability to establish rapport with members and exceed with the ability to resolve issues.
Learning and development aspect demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
25
25
years of professional experience
Work History
WFH Learning and Development Specialist
Curana Health
01.2020 - Current
- Develop training aids such as presentation materials and handouts.
- Assist/support the training needs assessment process for new and existing employees onshore and offshore.
- Organize, develop, or source training programs to meet specific training needs.
- Facilitate learning through a variety of delivery methods.
- Handle the administrative duties associated with the training program, enrolling employee and creating reports to support managerial needs.
Lead Customer Service Advocate
AllyAlign
01.2017 - 01.2020
- Provide necessary health benefit education to members within HIPAA compliance.
- Document any member complaints and/or concerns in accordance with Medicare compliance guidelines.
- Maintain a professional level of service and confidentiality of member's information by following federal HIPAA regulations.
- Assist and enroll individuals seeking Medicare health insurance coverage.
- Facilitate inter-departmental communication to effectively provide customer support.
- Provide CSA with support to ensure high quality and accurate information are provided to callers.
Customer Service Outbound/Inbound Advocate
UnitedHealthcare
01.2015 - 01.2017
- Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits, and choosing a quality care provider.
- Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed.
- Research complex issues across multiple databases and work with support resources resolve customer issues and/or partner with others to resolve escalated issues.
- Provide education and status on previously submitted pre-authorizations or pre-determination requests.
Driver
Radar
01.2014 - 01.2015
- Transported Clients safely to and from destinations
- Record time of departure and destination and ETA.
- Notified appropriate personnel of changes in status of trip.
- Responsible for accurate record keeping and data entry of fuel usage.
PRN Receptionist
VA Veteran’s Care Center
01.2012 - 01.2014
- General administrative and clerical support.
- Answered telephone, screen, and direct calls.
- Handled cash lock box for purchased canteen tickets.
- Distributed incoming and outgoing mail
Government Billing Analyst
Chesapeake Regional Medical Center
01.2010 - 01.2012
- Identified and analyzed problem accounts for Medicaid, Tricare, Veteran’s Administration, Medicare HMO’s
- Researched complex billing issues. Provided insurance with detailed documentation to get claim reevaluated and paid.
- Implemented corrections to claims for accurate processing/ payment.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, or oral form
Unit Secretary
Chesapeake Regional Medical Center
01.2009 - 01.2010
- Answered telephone, screen and direct calls from medical staff, nurses, and patients.
- Provided organizational, receptionist and clerical support to the Med Surgical/Step down Unit.
- Communicated information accurately in a pleasant and efficient manner to a variety of people, including, but not limited to, patients, visitors, nursing and medical staff, and other departments.
- Inputted physician’s orders accurately into the system.
- Patient Admissions and Discharges
- Chart maintenance/analysis and various clerical duties.
Claims Processor Representative
Carilion Clinic Professional Billing
01.2006 - 01.2009
- Prepared and distributed General and Government HCFA 1500 and UB Claims to primary, secondary, and tertiary insurance companies.
- Documented accounts according to the task that was performed.
- Obtain Medicaid verification and Denial codes
AR Billing Specialist
Carilion Clinic Professional Billing
01.2004 - 01.2006
- Worked daily report for unbilled accounts.
- Posted contractual and write offs.
- Posted funds to various invoices to clear small balances.
- Researched accounts and provided Patient and Insurance Refunds.
- Researched and resolved billing issues by calling Medicaid, Medicare, and VAMC.
Document Storage Clerk
Carilion Clinic Professional Billing
01.2000 - 01.2004
- Prepared documents for scanning into Capture System.
- Scanned medical records and indexed for retrieval of information.
- Quality checking each medical record by comparing scanned images with the original record.
Education
BS - Business Management concentration Human Resource Management
Virginia State University
Petersburg, VA05-2026
AS - Business Administration
Virginia Western Community College
Roanoke, VA01.2003
Skills
- GOVERNMENT BILLING
- CLAIMS PROCESSOR
- UNIT SECRETARY
- CUSTOMER SERVICE ADVOCATE
- AR BILLING SPECIALIST
- DOCUMENT STORAGE CLERK
- LEARNING & DEVELOPMENT SPECIALIST
Timeline
WFH Learning and Development Specialist
Curana Health
01.2020 - Current
Lead Customer Service Advocate
AllyAlign
01.2017 - 01.2020
Customer Service Outbound/Inbound Advocate
UnitedHealthcare
01.2015 - 01.2017
Driver
Radar
01.2014 - 01.2015
PRN Receptionist
VA Veteran’s Care Center
01.2012 - 01.2014
Government Billing Analyst
Chesapeake Regional Medical Center
01.2010 - 01.2012
Unit Secretary
Chesapeake Regional Medical Center
01.2009 - 01.2010
Claims Processor Representative
Carilion Clinic Professional Billing
01.2006 - 01.2009
AR Billing Specialist
Carilion Clinic Professional Billing
01.2004 - 01.2006
Document Storage Clerk
Carilion Clinic Professional Billing
01.2000 - 01.2004
AS - Business Administration
Virginia Western Community College
BS - Business Management concentration Human Resource Management
Virginia State University
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