Robin Knopps
SPOKANE,WA
Summary
Customer service professional dedicated to enhancing satisfaction and operational efficiency. Expertise in managing high-volume inquiries while fostering strong relationships. Experience in implementing advanced CRM systems to streamline processes and ensure compliance with regulatory standards.
Overview
29
29
years of professional experience
Work History
Patient Eligibility Specialist
Spokane Eye Clinic
Spokane, Washington
10.2025 - Current
- Review patient eligibility for insurance coverage and benefits, including Medicaid, Medicare, and health plans.
- Secured authorizations for patient procedures, enabling timely access to necessary care.
- Coordinated with departments to verify benefits and eligibility for specific medical services, streamlining patient access to care.
- Educated patients on out-of-pocket costs for outpatient surgeries in ambulatory surgical centers, ensuring understanding and preparedness.
Manager, Customer Service
First Choice Health
Spokane, Washington
07.2021 - 04.2025
- Oversaw daily department operations, driving high performance and efficiency.
- Resolved customer inquiries promptly across phone, email, and chat channels, enhancing overall customer satisfaction.
- Implemented advanced CRM system to optimize management of customer inquiries.
- Conducted quality assurance checks on agent calls, ensuring high response accuracy and compliance with service standards.
- Evaluated customer service policies and recommended enhancements, contributing to improved service effectiveness.
- Interviewed and trained new hires, ensuring compliance with job duties and company policies.
- Adhered to HIPAA regulations while managing confidential patient information.
PPO Reimbursement and Claims
First Choice Health
Spokane, Washington
02.2018 - 06.2021
- Processed medical claims with precision, ensuring adherence to policies and reducing errors.
- Ensured HIPAA compliance for patient privacy and confidentiality.
- Managed time to consistently meet schedules and deadlines, enhancing workflow reliability.
- Resolved customer issues promptly, promoting high satisfaction with knowledgeable service.
- Exhibited strong problem-solving skills, addressing challenges efficiently.
- Executed daily duties accurately, contributing to overall operational efficiency.
Customer Service Representative
First Choice Health
Spokane, Washington
05.2014 - 01.2018
- Greeted patients, fostering a welcoming atmosphere upon arrival.
- Cultivated strong patient relationships through respectful, empathetic communication.
- Answered phone inquiries promptly, directing calls to appropriate staff.
- Verified and updated insurance records for accuracy and compliance.
- Coordinated referrals to specialists for seamless patient care transitions.
- Scheduled appointments using electronic software to enhance booking efficiency.
- Maintained confidentiality of patient information in accordance with HIPAA regulations.
- Organized physician schedules based on urgency and availability needs.
Medical Claims Specialist
Group Health Cooperative
Spokane, Washington
02.2009 - 11.2013
- Reviewed and corrected claims for accuracy, ensuring proper processing of medical insurance data.
- Utilized coding systems, including CPT, ICD-10, and HCPCS, for precise reimbursement coding.
- Evaluated pending claims to enhance auto-adjudication efficiency by identifying and addressing issues.
- Maintained patient confidentiality in strict compliance with HIPAA regulations to safeguard sensitive information.
Patient Care Coordinator
Group Health Cooperative
Spokane, Washington
01.1998 - 01.2009
- Coordinated appointment scheduling and front desk operations, enhancing patient flow and satisfaction.
- Greeted patients courteously, ensuring a welcoming environment upon arrival.
- Verified insurance information for accuracy and processed referrals to specialists.
- Managed incoming calls promptly, addressing patient inquiries professionally.
- Supported physicians by organizing schedules based on case urgency and availability, ensuring timely patient care.
- Fostered strong patient relationships through empathy and respect during interactions.
- Maintained and updated electronic medical records, improving data accuracy and accessibility for care providers.
- Ensured confidentiality of patient information in compliance with HIPAA regulations.
Skills
- Insurance verification
- Client relationship management
- Customer focus
- Organizational skills
- Computer skills
- Training and mentoring
- Leadership
- Verbal and written communication
Timeline
Patient Eligibility Specialist
Spokane Eye Clinic
10.2025 - Current
Manager, Customer Service
First Choice Health
07.2021 - 04.2025
PPO Reimbursement and Claims
First Choice Health
02.2018 - 06.2021
Customer Service Representative
First Choice Health
05.2014 - 01.2018
Medical Claims Specialist
Group Health Cooperative
02.2009 - 11.2013
Patient Care Coordinator
Group Health Cooperative
01.1998 - 01.2009