PAULETTE OWENS
AEROTEK (Trialcard)
Raleigh,NC
18
years of professional experience
- To obtain a challenging position that allows me to maximize my proven leadership, quality assurance, and organizational skills to become a valuable asset to the company.
Work History
Reimbursement Specialist
3 Months- Completed medical benefit investigations, identified and facilitated submissions of required documentation for payer/plan review from prior authorization, step edit identification according to program standard operating procedures
- Knowledge and understanding of the different types of major insurance payers including private/commercial and government plans
- Responsible for determining the financial aspects of healthcare services to ensure patients have access to prescribed therapy
- Partnered with patient care coordinators to serve as an advocate to patients and healthcare professionals regarding insurance coverage, medical billing, reimbursement process and general access for complex pharmaceutical
- Accurately entered and maintain data as required in client database, Salesforce. Ensure that cases were complete so VOB team could determine the current status
- Knowledge of CPT and ICD 10 coding
- Followed program guidelines and program policy, while maintain a high level of ethical conduct regarding confidentiality and privacy
- Handled other reimbursement related functions as assigned
Collection Specialist/Loan Advisor
3 Years 10 Months- Performed inbound/outbound collection calls regarding active mortgages for contracted client, used exemplary communication skills while contacting homeowners to determine reason for payment delinquency, negotiating repayment plans and determining eligibility for loan modifications or other loss mitigation actions such as mortgage release(deed in lieu) or short sales to avoid foreclosure, insuring that homeowners submitted correct documentation for such request
- Responsible for making 150 or more calls per day to debtors, in charge of counseling debtors on the budgeting of their payments as well as negotiating the resolution of their delinquent loan balances, responsible for properly documenting calls on each contact along with making sure all company and federal guidelines and laws are met, including the Fair Debt Collections Practices Act(FDCPA)
- Responsible for meeting established and personal and departmental goals and standards for resolution of delinquency situations through effective and practical decision making
- Reviewed, approved and posted collection payments for mortgages through the use of IBM systems, via mail, Western Union, Electronic Fund Transfer, Wire Transfer from banking institutions
- Provided excellent and outstanding customer service to debtors, and ensured that homeowners were given the best possible resolution
- Performed general clerical duties as needed
Team Lead/Customer Service Representive
1 Year 10 Months- Became the lead "go to person" for new representatives on particularly challenging calls as one of the company primary mentors/trainers of both new and established employees
- Conducted weekly call monitors on fellow agents to assure that set quality goals were consistently being met and handled in a timely, professional manner
- Remained approachable and knowledgeable on all workflows and policies to assure that all customer service representatives felt comfortable asking for my assistance, knowing that the resolution is correct and will conform to given workflow
- Took a high volume of inbound calls from customers of Aetna Medicare Prescription Drug Plans, quoted benefits and offered resolutions to customers issues, including assisting customers on getting prior authorizations for medications
- Performed general clerical duties as needed
Data Entry Operator
1 Year 8 Months- Used the Data Corrections application to input student data and multiple choice test answers
- Used the Batch Edit application to correct errors detected by the scanner and software
- Completed data entry tasks with accuracy and efficiency
- General clerical duties as needed
Data Entry Operator II
4 Years 2 Months- Keyed data entry for Unemployment Insurance Tax and Wage Department
- Responsible for Accounts Payable/Accounts Receivable for deposits, checks and balance also ensured that all checks were entered into system correctly and timely before deposits
- Keyed unemployment insurance claims, followed guidelines to ensure service consistency
- Performed more than 1500 to 2000 hourly 10-key actions while maintaining 90 % error rate
- General office duties when needed
Education
Certificate: Computer Operations - Microsoft: Word, Excel, Access, Powerpoint
GED - Basic Studies
Skills
Accounts Payable
Accounts Receivable
Administrative Assistant
Benefits
Budgeting
Clerical
Collections
Communication skills
Computer operations
Customer service
Data entry
Database
Documentation
General office duties
Timeline
Reimbursement Specialist
AEROTEK (Trialcard)
11.2019 - 02.2020Read More
Collection Specialist/Loan Advisor
IBM
06.2015 - 04.2019Read More
Team Lead/Customer Service Representive
XEROX CORPORATION
10.2011 - 08.2013Read More
Data Entry Operator
MEASUREMENT INC
03.2009 - 11.2010Read More
Data Entry Operator II
NC UNEMPLOYMENT SECURITY COMMISSION
12.2001 - 02.2006Read More
Goodwill Industries Computer Training Center
Certificate: Computer Operations from Microsoft: Word, Excel, Access, Powerpoint
Read More
Wake Technical Community College
GED from Basic Studies
Read More