Rhonnell A McCullough

Responded to customer requests for products, services, and company information.•

Educated customers about billing, payment processing, financial assistance and support policies and procedures.

Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Provided technical support to patients, regarding their bone growth therapy, DME devices, addressing issues promptly and maintaining positive user satisfaction.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Provide engaging customer service to guests needing to schedulevacations, requesting date changes or asking about the specifics of the vacation package purchased…

• Respond to customer requests for products, services, and companyinformation.

• Have developed strong product knowledge to provide informedrecommendations based on individual customer needs.

• Develop a rapport with customers through active listening skills, leadingto higher retention rates and positive feedback from clients.

• Maintain a detailed record of customer interactions, ensuring properfollow-up and resolution of issues.

• Contribute to sales growth by upselling products and services basedon individual customer requirements.

• Handled intake for patient's specialty medication cases, also conducted benefit investigations with payers and assisted with copay and or patient assistance programs
• Contributed to a positive work environment through effective teamwork and communication with colleagues.
• Provided exceptional customer service, addressing patient concerns promptly and professionally.
• Collaborated with clinical staff to ensure seamless coordination of care for patients.
• Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.

• Handled first level troubleshooting for BinaxNOW Covid 19 Tests and Abbott's ID Now POC systems
• Maintained detailed records of customer interactions with detailed technical writing, ensuring proper follow-up and resolution of issues.
• Resolved customer complaints, managed high-stress situations effectively, with professionalism and with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, developing a rapport and finding satisfactory resolutions for both customers and the company alike.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Trained new Customer Service Representatives on company policies, procedures, and best practices, as well as computer system.

• Demonstrated proficient time management skills as SPOC, successfully overseeing caseload with seamless coordination.
• Maintained close oversight of cases to confirm insurance authorizations, copayment or patient assistance program needs. Thereby, achieving positive client outcomes with implemented case management plans
• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
• Enhanced communication between clients and providers through consistent follow-ups and progress updates.

• Demonstrated expertise in claim processing by amending rejections, securing prior authorizations, managing appeals process as well as billing duties.
• Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Improved communication between medical staff and patients by explaining insurance benefits and financial responsibilities. Assisted patients with copay and patient assistance programs when needed.
• Demonstrated a high level of professionalism and attention to detail in all aspects of insurance verification specialist role, consistently exceeding performance expectations.

• Efficiently scheduled patient's medication deliveries, run/process claims, arrange for funding programs
• Trained and assisted as a SME for new hires
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Efficiently conducted accurate comprehensive reviews and retrieval of medical records for HEDIS projects.
• Maintained strict compliance with industry regulations and guidelines while performing comprehensive abstract research.
• Delivered high-quality abstracts under tight deadlines, managing multiple projects simultaneously without sacrificing attention to detail.
• Assisted in the training of new team members, sharing expertise in abstracting best practices and procedures.
• Trained in HEDIS Rules of Abstraction to maintain compliance with NCQA guidelines, while accurately verifying medical records for the outlined measures.
• Successfully completed the IRR/over-read tool, providing valuable feedback and error resolutions during meetings with HEDIS Coordinator/QI specialists.