Nicole Poole

• Provided emotional support and counseling to patients during difficult times.
• Demonstrated knowledge of health care reform initiatives as they relate to Medicare coverage options.
• Maintained accurate records of all customer interactions, including contact information, policy changes, payment histories.
• Processed requests for medical services from providers and verified that all necessary documentation was included before claim submission.
• Assisted claimants, providers and clients with problems or questions regarding claims.
• Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
• Processed prior authorization requests in accordance with departmental guidelines.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Exceeded customer satisfaction by finding creative solutions to problems.

Provided guidance and support to customers regarding billing issues and payment plans.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly
• Monitored changes in regulations affecting Medicare services provided.
• Identified potential fraud cases involving Medicare beneficiaries.
• Assisted customers in understanding their rights under applicable laws.
• Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.