REBECCA LOSS-ANDERSON
Oconomowoc,US
Summary
Highly energetic and outgoing with several years of data entry and customer service. Ability to multi-task in a fast paced environment with exceptional organizational and interpersonal skills. Ability to follow written and verbal instructions and a very quick learner. Works well both individually and/or as part of a team. Computer proficient and technologically savvy.
Overview
7
7
years of professional experience
Work History
Customer Experience Associate
Magellan Behavioral Health Services
07.2022 - Current
- Reviewed claims with providers to determine why payment was denied.
- Provided facilities with payment information regarding claims.
- Sent claims back for reprocessing when it was determined that they were processed incorrectly.
- Worked closely with providers to begin authorizations for services.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Adhered to established customer satisfaction strategies to support swift issue resolution.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Asked customers questions to determine, verify and solve common problems.
- Documented customer interactions in internal database to maintain customer service history details.
Customer Experience Associate
Conduent Inc
11.2021 - 05.2022
- Provided exceptional customer service
- Determined accurate prices for medications for members
- Facilitated prescription medication orders and ensured that they were completed accurately and on time
- Worked with cross-functional teams and a diverse group of colleagues to achieve goals and meet customer needs
- Assisted customers by answering questions, responding to inquiries, and handling phone requests in an average of 6 minutes
- Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations
- Accepted and processed payments, explained charges on customer bills, and helped customers with complex billing issues
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction
- Explained billing procedures to customers, processed payments, and assisted with payment option setup
- Provided quick, friendly, and knowledgeable service for routine questions and service complaints
- Provided quick, friendly, and knowledgeable service for routine questions and service complaints
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Looked at customer account information to figure out what was wrong and how to fix it.
School Bus Driver
Oconomowoc Transport
10.2018 - 10.2021
- Followed all scheduled routes to ensure that all drop-offs and pick-ups were completed on time
- Ensured that routes were completed safely and on time
- Followed pre-determined routes and completed timely drop-offs and pick-ups to meet route requirements
- Performed bus driving duties while keeping student safety in mind to maintain a good safety record
- Anticipated challenges and made proactive decisions to maintain adherence to schedules and routes
- Prepared ahead of time for snow emergencies by familiarizing myself with alternate routes
- Played a critical role in the educational process by providing safe transportation for students
- Double-checked that all emergency equipment was in good working order
- Kept my WI commercial driver's license current so that I could legally operate school buses for student transportation, field trips, and other purposes
- Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away
- Had an excellent attendance record and was always on time for work
- Cleaned bus interior on a regular basis to maintain a professional appearance and reinforce the school's positive image
- Followed all federal, state, and local traffic laws and regulations to ensure that participants were transported safely
- Provided assistance to passengers with difficulties and/or disabilities in any way that was required
- Checked and maintained vehicle supplies and equipment, such as gas, oil, water, tires, lights, and brakes, to make sure they were in good working order
- All bus driving duties and passenger interactions were handled professionally by me
- Performed pre-trip inspections on the bus to ensure that it was operating safely
- Communicated information to parents using specific examples when necessary.
Patient Service Representative
Aurora Medical Center Summit
04.2017 - 08.2018
- Provided front desk support and customer service satisfaction to patients, with courtesy, respect, and professionalism
- Verified if patient received prior services at facility and provided each with required paperwork to complete and verify information for new appointments
- Identified insurance payer sources and verified insurance coverage
- Reviewed financial needs of patient and made referrals to appropriate federal, state, or county assistance agencies
- Explained admitting procedures and obtained signatures on admission, clinical, and financial forms
- Determined estimated cost for services provided by researching and reviewing medical treatments, tests, medications
- Obtained and accurately entered demographic, clinical, and financial data into computer system
- Identified and collected co-payments to meet patient financial obligations, including applicable deductibles
- Answered telephone promptly and politely provided information and assistance
- Managed follow up appointments with each patient
- Stayed up to date on available community services and program resources useful for patient needs
- Resolved issues that could affect care progression by ensuring flow of information and solving problems
- Attended on-going training and professional development courses to become aware of new developments in health care
- Investigated patient inquiries thoroughly to achieve satisfactory resolution
- Coordinated expediting and scheduling of tests, procedures, and consultations with other departments
- Respected rights of patients and maintained confidentiality
- Complied with guidelines promulgated by organization and applicable health care laws and regulations
- Referred patients and coordinated all paperwork to obtain health care support services
- Helped patients obtain necessary services to meet their health care needs
- Schedules patient appointments and coordinate cancellations, reschedules, and additions to schedules
- Provide accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient
- Identify, report, and resolve problems regarding registration to appropriate individuals and departments
- Monitored patient flow to ensure care in the most efficient and courteous manner
- Offer various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc
- Perform visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with visit summary
- File, retrieve, and/or deliver patient information and/or records, and completes required forms/documentation.
Pharmacy Technician
Aurora Pharmacy
12.2016 - 04.2017
- Kept track of the ordering of pharmacy medication stock in order to keep inventory streamlined and costs low
- Assisted customers with placing orders, navigating systems, and locating items in person or over the phone to solve their problems
- Helped patients save money on their medical bills by suggesting generic alternatives to prescription medications
- Double-checked patient data and billing information in order to identify and correct erroneous bills caused by system errors
- Dispensed medications to patients according to the pharmacist's orders
- Worked with insurance reps to process claims and calculate the correct co-pay amounts for patients
- Ordered medicines on a daily basis to ensure that demands and needs were met
- Stocked, labeled, and inventoried medication to keep accurate records
- Maintained proper drug storage procedures, registries, and records for controlled drugs
- Ensured that patients' prescriptions were properly entered and processed into the internal system
- Communicated with patients to obtain information about prescriptions and medical conditions, as well as to schedule pharmacist consultations
- Located and measured medications based on prescription information, making adjustments as pharmacists and providers instructed
- Coordinated the verification and filling of more than 100 daily prescriptions in a high-volume hospital pharmacy environment
- Customers' co-payments or full payments were collected by me
- Calculated dosages, filled prescriptions, and printed prescription labels with extreme precision
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality
- Check out customers and handle cash credit, as well as basic store purchases, on a regular basis
- Kept the pharmacy clean and orderly for a professional appearance
- Counted, measured and compounded medications following standard procedures
- Replenished the automated medication dispensing system
- Restocked pharmacy shelves with current merchandise to ensure that peripheral sales remained consistent
- Answered incoming calls and provided answers to customers and healthcare providers' questions
- Was in charge of entering prescriptions into the dispenser system and completing paperwork for filling them as well as receiving drug orders.
Education
Associate of Applied Science - Early Childhood Education
Waukesha County Technical College
Pewaukee, WI2010
Skills
- Problem Resolution
- Data Accuracy
- Word Processing
- Proofreading
- Meticulous Attention to Detail
- Data Entry
- Data Security
- Strong Problem Solver
- Resourceful
Timeline
Customer Experience Associate
Magellan Behavioral Health Services
07.2022 - Current
Customer Experience Associate
Conduent Inc
11.2021 - 05.2022
School Bus Driver
Oconomowoc Transport
10.2018 - 10.2021
Patient Service Representative
Aurora Medical Center Summit
04.2017 - 08.2018
Pharmacy Technician
Aurora Pharmacy
12.2016 - 04.2017
Associate of Applied Science - Early Childhood Education
Waukesha County Technical College
Similar Profiles
Dorlyne PierreDorlyne Pierre
Care Woker- Auditor at Magellan Behavioral Health ServicesCare Woker- Auditor at Magellan Behavioral Health Services
Marie DixonMarie Dixon
Senior Care Manager at Magellan Health ServicesSenior Care Manager at Magellan Health Services
Angela KleinAngela Klein
Senior Scrum Master at MAGELLAN HEALTH SERVICES (Subsidiary to Centene)Senior Scrum Master at MAGELLAN HEALTH SERVICES (Subsidiary to Centene)