Patricia Richardson
Summary
Highly skilled in organization, clerical tasks. Successfully managed a high volume of phone calls, efficiently directing them to the appropriate departments. Thrives under pressure and is self-motivated to work independently. Demonstrated expertise in Microsoft Office, Oracle, Pension Accounting System, Chromebook, AS/400 IBM system, LMS Hotel system, Microfiche/Microfilm research, Snow, and Salesforce. Exceptional oral and written communication skills enable effective prioritization and multitasking in fast-paced environments while maintaining attention to detail. Strong commitment to integrity and confidentiality when handling sensitive client data and patient information. Possesses a comprehensive understanding of medical terminology and is HIPAA certified.
Overview
46
46
years of professional experience
Work History
Outreach Support Analyst
ASM Research
01.2025 - Current
- Identify, review, and confirm the information received and complete outreach to obtain missing documentation related to IDR Disputes.
- Review the client's inquiry to better understand the reason for their dispute, address all questions, and provide an accurate and efficient response.
- Intake, identify, review and triage high complexity inquiries.
- Provide complex support and resolution for highly complex inquiries, including coordination and outreach with providers, different stakeholders, and CMS groups.
- Provide highly specific and/or advanced instructions to providers, health care facilities, insurance companies and/or other entities as directed by CMS.
Outreach Support Analyst
Cognosante
12.2022 - 12.2024
- Identify, review, and confirm the information received and complete outreach to obtain missing documentation related to IDR Disputes.
- Review the client's inquiry to better understand the reason for their dispute, address all questions, and provide an accurate and efficient response.
- Intake, identify, review and triage high complexity inquiries.
- Provide complex support and resolution for highly complex inquiries, including coordination and outreach with providers, different stakeholders, and CMS groups.
- Provide highly specific and/or advanced instructions to providers, health care facilities, insurance companies and/or other entities as directed by CMS.
Tier 1 Service Desk Representative- No Surprise Help Desk
Cognosante
11.2021 - 12.2022
- Performing inbound and outbound customer service support for the No Surprise Help Desk.
- Respond to customer inquiries regarding the No Surprise Act.
- Assisting consumers with submitting No Surprise Act web based complaints.
- Provide quality satisfaction and accuracy in both responses and documentation for all customer service inquiries.
Junior Help Desk Specialist - MSD
Cognosante
09.2021 - 11.2021
- Performing inbound and outbound customer service support, via phone, email and/or chat.
- Respond to Customer inquiries within the set departmental staffing and time parameters.
- Follow established and documented policies and standard operating procedures, such as completing checklist escalation request, and documenting account records.
- Provide quality satisfaction and accuracy in both responses and documentation in all customer and client service inquiries.
- Achieve service level metrics that includes first call resolution, appointment integrity, response time, response accuracy.
- Complete and accurately disposition call records for appointment scheduling and capturing of contact information.
- Troubleshooting to resolve IT-related and application issues for CMS portal users.
FEMA Customer Service Representative
Cognosante
05.2021 - 07.2021
- Performing in-bound and outbound customer service support, via phone.
- Follow established and documented policies and standard operating procedures, such as completing checklists, escalation request, and documenting account records.
- Provide quality satisfaction and accuracy in both responses and documentation in all customer and client service inquiries.
- Achieve service level metrics that include first call resolution, appointment integrity, response time and accuracy.
- Adhere to HIPAA privacy laws
- Complete and accurately disposition call records for appointment scheduling and capturing contact information
- Detailed analysis of documentation submitted by survivors to ensure required information is substantiated and verified for diaster assistance through FEMA's WebNemis system.
Customer Service Chat Representative (Seasonal)
TTEC
12.2020 - 02.2021
- Assisted and guided customers how to access tax forms on the website and other services offered and to provide the best solutions for their needs via chat communication.
- Respond to inquiries and identifying additional needs and support by suggesting upgrades in products and services offered by Credit Karma.
- Open and maintain customer accounts and information.
- Resolve technical issues with patience and understanding.
- Positively participate in company events, team activities, and continuous learning.
Seasonal Customer Care Associate
United Parcel Services
11.2017 - 12.2017
- Coordinate with customers, suppliers, and local operations management to route, pick-up, deliver and/or trace shipments as necessary.
- Resolving complaints and maintaining an ongoing professional relationship with the customers.
- Data entry of customer orders to include routing, tracking, and proof of delivery.
- Investigating status of existing service requests or initiating a new order by confirming and entering the appropriate customer and data requests.
Pension Claims Processor
Northwest Administrators, Inc.
02.2009 - 05.2014
- Determined eligibility for retirement and survivor benefits under the Western Conference of Teamster Pension Trust Fund in compliance with the plan procedures and policies.
- Prepared Option election packets, Single Sum Settlement and various other determination letters for Regular, Early and Disability claims.
- Conducted interviews with counter walk-ins and scheduled appointments.
- Updated system with changes to participant's status.
Pension Processor
Zenith American Solutions
12.2000 - 08.2008
- Provided services to participants and retirees of the Culinary and Bartenders Local 226.
- Processed claims and retirement benefits.
- Calculated estimates, pension benefits and claim entitlements
- Clerical duties included typing, filing, copying and microfiche research.
- Verified participant's eligibility in accordance to the fund guidelines and explain the application process.
- Medical terminology was used to gather information from physicians, hospital admits and employers to process disability claims for approval from the Board of Trustees.
Hotel Shift Supervisor and Night Auditor
Circus Circus Hotel and Casino
01.1979 - 01.1999
- Supervised the Front Desk operations, including the night audit, guest services, bell desk and valet for a 3,000-room hotel.
- Trained new and existing Front Desk clerks on all three shifts.
- Delegated duties to the Lead Clerks and resolved guest complaints while managing the flow of guests checking in and out.
- Responsible for coordinating night audit completion and bringing the main computer system down for updates and back online within a prescribed time frame.
Education
High School Diploma -
Los Angeles High School
Los Angeles, CA06-1969
Skills
- Technical support
- System troubleshooting
- User assistance
- Troubleshooting Expertise
Employee of the Year in 2005 at Zenith American Solutions.
I was voted by my peers and management for this award. They recognized my skills, abilities and willingness as a real team player. Also that I was dependable, self starter and a very hard worker.
Timeline
Outreach Support Analyst
ASM Research
01.2025 - Current
Outreach Support Analyst
Cognosante
12.2022 - 12.2024
Tier 1 Service Desk Representative- No Surprise Help Desk
Cognosante
11.2021 - 12.2022
Junior Help Desk Specialist - MSD
Cognosante
09.2021 - 11.2021
FEMA Customer Service Representative
Cognosante
05.2021 - 07.2021
Customer Service Chat Representative (Seasonal)
TTEC
12.2020 - 02.2021
Seasonal Customer Care Associate
United Parcel Services
11.2017 - 12.2017
Pension Claims Processor
Northwest Administrators, Inc.
02.2009 - 05.2014
Pension Processor
Zenith American Solutions
12.2000 - 08.2008
Hotel Shift Supervisor and Night Auditor
Circus Circus Hotel and Casino
01.1979 - 01.1999
High School Diploma -
Los Angeles High School
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