Regina Lowery
Customer Service Rep
Kansas City,MO
Summary
Dedicated and detail-oriented professional with extensive experience in customer service, tax examination, and patient access representation. Proven ability to communicate effectively with diverse populations while managing sensitive information in compliance with established regulations. Expertise in analyzing complex inquiries, researching policies and procedures, and delivering accurate information on Medicare, tax liabilities, and health benefit regulations. Committed to resolving issues efficiently with a strong focus on customer satisfaction and quality service delivery. Authorized to work in the US for any employer.
Overview
17
17
years of professional experience
Work History
Customer Service Rep
SSA Administration
10.2020 - 10.2025
- Provide customer service for inbound calls from the National 800 number.
- Assisting customer with the Medicare inquires.
- Research policy and procedure to ensure proper procedures are followed.
- Establish claims lead for eligibility for Medicare, Retirement, Survivors and Disability claims.
- Preparing PCACS to request assistance from field offices for changes to records.
- Communicated effectively with debtor/payees to explain overpayments or needed actions on record while being sensitive to different personalities
- Using Microsoft Office, Internet Explorer and Microsoft Edge to complete daily duties
- Daily use of Paperless to complete Cross Program recovery requests and submit action requests to debt specialist after detailed review of debtors and payees' records.
- Receives calls from customers to make credit card payment on outstanding balances on over payment accounts.
- Assisted in designing computer software for opwiz , tested , and programmed electronically to satellite office to work at many different offices thru out many offices.
- Navigating and troubleshooting website issues ssa.gov.
Tax Examining Technician
Internal Revenue Service
04.2019 - 10.2020
- Analyzes and resolves tax processing problems using research methods beyond information submitted by the taxpayer to manually reconstruct and compile tax records in determining tax liability or refund entitlement. Identifies, accepts, or rejects claims. Identifies, relates, and cites tax law and case actions.
- Adjusts current and prior year tax accounts involving complex account interrelationships or codes to override controls, retrieve data, and construct records from frozen accounts. Calculates taxes, penalties, and interest.
Patient Access Rep
Truman Medical Center
08.2018 - 03.2019
- Interviewed patients and/or other sources to obtain demographic and financial data to access patients to clinical and financial systems of the hospital: as well, communicates health benefit regulations and patient financial obligation to responsible parties.
- Responsible for facilitating improved overall quality, education, completeness and accuracy of health record documentation through extensive interaction with clinical, coding, and other associated staff to ensure clinical documentation supports services rendered to patients, appropriate workload is captured, and resources are properly allocated.
- Review appropriateness of and responses to queries through review of query reports.
Billing Analyst
Corvel Corporation
06.2017 - 04.2018
- Perform quality medical bill review of provider bills submitted on Work Comp claims.
- Experience with CPT codes and ICD-10 codes.
- Knowledge of worker’s compensation fee schedules and regulations
- Run electronic claim submission query to correct errors.
Accounts Receivable Rep.
OMS
03.2017 - 05.2017
- Submitted electronic and paper billing claims to insurance carrier
- Answer incoming calls from patients and medical staff.
- Performed and process credit card payments, pre-certifications, referrals, workmen compensation, commercial carrier, Medicare and Medicaid Insurance follow up.
- Sent formal appeals for reconsideration.
- Obtain appropriate corrective action plans from responsible clinical service directors and recommend improvements or changes in documentation practices, when applicable.
- Adhere to established documentation requirements as outlined by accrediting agencies guidelines, regulations, policies, and medical-legal requirements.
- Working with lawyers and third party administrations to settle outstanding claims for payment resolution.
Denial Resolution Specialist (WFH)
Parallon
08.2008 - 12.2014
- Run electronic claim submission to file primary and secondary claims.
- Follow up with Medicare, Medicaid and Commercial insurance status.
- Review and follow-up on accounts to ensure proper billing
- Verification of insurance and patient eligibility.
- Reconcile accounts according to the insurance carriers' contacts
- Sent formal appeal. Provide training, educating clinical staff about current documentation standards and improvement techniques.
- Apply applicable coding conventions and guidelines to identify the principal and secondary diagnoses and significant procedures.
- Reviewing denied rejection codes and sending supported documentation information to insurance carrier for reconsideration for payment.
Education
Associates Degree - Organizational Management
Ashford University
Clinton, IA12.2012
Diploma - undefined
Southeast High School
Kansas City, MO01.1983
Skills
- Front desk operations
- Experience with EClinicalWorks
- Account collections management
- Excel proficiency
- Client account management
- Support resolution skills
- Client relationship management
- Help desk troubleshooting skills
- Efficient skip tracing techniques for collections
- Strong attention to detail
- Knowledgeable in medical terminology
- Electronic medical records expertise
- Proficient in Microsoft Office
- Proficient typing skills
- Healthcare advocacy
- Strategic negotiation skills
- Administrative support experience
- Proficient in Microsoft Outlook
- Insurance eligibility verification
- Effective organizational skills
- Healthcare billing expertise
- Client support
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Rep
SSA Administration
10.2020 - 10.2025
Tax Examining Technician
Internal Revenue Service
04.2019 - 10.2020
Patient Access Rep
Truman Medical Center
08.2018 - 03.2019
Billing Analyst
Corvel Corporation
06.2017 - 04.2018
Accounts Receivable Rep.
OMS
03.2017 - 05.2017
Denial Resolution Specialist (WFH)
Parallon
08.2008 - 12.2014
Diploma - undefined
Southeast High School
Associates Degree - Organizational Management
Ashford University