Rebecca Birrell

• Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Updated account information to maintain customer records.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Handled customer inquiries and suggestions courteously and professionally.
• Perform outreach to Medicare and Medicaid members to review plans and benefits.
• Research plan benefits, and accurately relay information to Medicare Advantage members.
• Review claims per member request and resubmit claims for reprocessing if needed.
• Complete outreach on assigned campaigns to Medicare members and ensure quality call reviews as well as encourage members to complete post-call surveys.
• Maintain production expectations on the number of outbound calls, quality call reviews, and member post-call surveys.
• Stay informed of Aetna Medicare and Medicaid member benefits, policies, and procedures and ensure information relayed to members is accurate.
• Ensure customer verification and HIPAA guidelines for confidentiality.
• Create positive connections with members and other teammates.
• Utilize Microsoft Office as well as Teams, Cisco Any Connect, Salesforce, Avaya, Verint as well as several other databases and software programs.

• Answer questions and resolve issues from members and plan providers.
• Researched and resolved account and service problems with friendly, knowledgeable support.
• Documented customer concerns and inquiry resolutions in internal computer system.
• Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
• Utilize Facets, RTPO, NICE, CxOne, Webstation, and WorkDay programs in addition to Microsoft Office programs & Teams.
• Assist members with questions regarding selecting Medicare Part C plans and features; and research and provide accurate plan information for members while adhering to Blue Cross of Idaho, HIPAA, & Medicare /Medicaid policies.
• Create an emotional connection with our members by understanding and engaging the member to fully understand their needs.
• Explains member’s rights and responsibilities in accordance with contract and BCI policy.
• Educate members and providers on our self-service options through website portals.

• Ensure the timely preparation and filing of behavioral health insurance claims and patient statements.
• Post insurance and patient payments on accounts.
• Investigate insurance claim denials and resolve billing issues to ensure maximum reimbursement.
• Respond to patient questions regarding account balances and establish payment plans if necessary.
• Promote and provide quality, compassionate customer service.
• Established a new EHR system, Therapy Notes, to manage the practice billing and patient records.
• Safeguard patient information, and adhere to HIPAA guidelines.
• Prepare bi-weekly payroll reports for 7 clinicians and 3 support staff.

• Performed posting charges and completion of claims to payers in a timely manner.
• Submitted billing data to insurance providers.
• Worked insurance claims and claim denials to ensure maximum reimbursement for services provided.
• Answered patient questions regarding billing statements and received and applied patient payments.
• Performed preliminary patient collections on past due accounts in a courteous, professional manner.

• Created and deployed successful marketing collateral to highlight offerings and engage customers at appointments, trade shows and networking events.
• Enhanced product presentation and promotional material displays, working alongside retail representatives.
• Used strong customer service skills to develop loyal customer relations.
• Utilized social media to connect with potential clients.

Provided and ensured quality taxpayer service and upheld the agency's "Taxpayer's Bill of Rights" both in the office and through fieldwork.

• Enforced Idaho Tax laws, and investigated, skip-traced, and collected payment on complex, sensitive, and seriously delinquent tax collection cases. Performed related work including preparing cases for legal action.
• Ensured the protection of personal and confidential information.
• Negotiated payment agreements and settlement offers on taxpayer liabilities to reach a successful resolution.
• Balanced the office cash-drawer and prepared the deposit as needed. Ensured that payments were posted appropriately to the correct account in a timely manner.
• Responsible for being the team leader on all asset seizures within the office, while ensuring the safety of team members. Diffused potentially hostile situations and ensured taxpayers knew their rights under Idaho law.
• Researched, interpreted, and transcribed information obtained through financial documents and legal proceedings. All contact made on each account was legally documented in a clear, relevant, and concise manner.
• Interviewed, recommended, trained, and mentored other Tax Compliance personnel within the agency on proper procedures, processes, and technology.
• Provided quality taxpayer service by assisting taxpayers either in person or over the phone. Received advanced training in diffusing hostile or extremely distressed taxpayers to ensure their safety and impress upon them that their concerns were being heard and addressed.

I was the South-Central Idaho sales representative for convenience stores, warehouse clubs, and small grocery store chains. I provided customer service to over 100 accounts which included advising them of new products, upcoming promotions, and securing orders and display placement.

• Issued credit checks for out-of-date or damaged products and lease payments on Hershey product displays. I also reconciled and issued weekly expense checks per company policy.

• Interpreted and explained Nebraska tax laws, rules and regulations to assure they were being properly applied.
• Provided taxpayer assistance by advising taxpayers of their rights under the law.
• Recommended and prepared cases for legal enforcement and hearings.
• Provided taxpayer service by assisting at the front counter, answering taxpayer questions, preparing tax returns, and authorizing and issuing payments on winning Nebraska Lottery & Powerball tickets.