Robin Widdop
Feasterville
Summary
Knowledgeable and dedicated customer service professional with extensive experience in patient assistance programs, automobile insurance and account management in the telecommunications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and/or patients. Motivated to maintain customer satisfaction and to provide exemplary service for patients to improve their lives.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Virtual Customer Service Representative
Liveops, Inc
03.2013 - Current
- Assisted pharmacy patients with application and drug for Medicare part D recipients
- Research and update through self-study on all new policies, coverage and products to be sold
- Responded to and followed-up with patients and Healthcare professionals regarding Program eligibility needs and order inquiries
- Engaged with patients via inbound and outbound calls to place orders, provide guidance and education relating to Program eligibility
- Answered inbound calls, carefully assessed their purpose, prioritized their handling
- Ability to navigate and interpret health insurance coverage
- Experience interacting with patients and healthcare providers
- Ability to explain complex scenarios relating to insurance coverage including government programs
- Experience providing patient support and resolution by phone
- Ability to be empathetic while remaining professional and managing call control
- Responsible for accurately updating customer account and contact information
- Working with Patient Authorizations and Proof of Income for eligibility requirements for low income individuals
- Self-manage and work independently in a fast-paced, constantly changing environment
- Documented and updated customer records in Salesforce CRM to service patient accounts and Dizzion SRW to record interactions and facilitate follow-up
- Answered live online chats to give quick answers and solve problems faster
- Maintained accurate records of drug inventory and orders for pharmacy patients
- Input patient information into computer system for prescription orders
- Verified patient information to correctly dispense medications
Paramedical Examiner
APPS/Portamedic Corporation
Broomall, PA
03.2011 - 01.2017
- Performed full mobile paramedical examinations upon life and disability insurance applicants at their home and/or business
- Knowledge of medical terminology
- Paramedical examinations included: blood pressure, pulse, height, weight, chest, umbilicus measurements, EKG's, Holter Monitors, blood, urine and dipstick
- Centrifuged blood, poured off serum & prepared blood for laboratory testing
- Compiled thorough medical history, assisted patients in the compilation of insurance forms, HIPPA as well as HIV forms
- Scheduled and confirmed all applicant appointments, communicated daily with office regarding case status and worked on special projects
- Completed electronic medical records, collected payments and reconciled services daily
- Interpersonal talent to interface extensively with clients, management and office staff with courtesy and professionalism
- Responsible for shipping all specimens on a daily basis.
Customer Service Representative
Lenox, Inc
Bristol, PA
07.2006 - 03.2013
- Strong customer service interaction via inbound telephone calls
- Responsible for accurately entering catalog & Internet orders through online data entry system
- Demonstrated ability to gain customer trust & provide exceptional follow-up leading to increased, repeat and referral business
- Entered payments for accounts receivable & resolved delinquency credit when applicable
- Responsible for making confident collection decisions
- Accountable for marketing additional products at the end of original sale
- Developed and maintained relationships with designated clients through follow-up calls, email and correspondence to promote new products as they became available
Phlebotomist Technician (Internship)
St. Mary Medical Center
Langhorne, PA
08.2011 - 12.2011
- Performed and prepared venipunctures and skin punctures for various laboratory testing
- Educated patients in proper urine collection for creatinine and drug testing specimens
- High performance of blood draws in the ambulatory setting
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures
Education
Certification - Clinical Medical Assistant Program
Bucks County Community College
Newtown05.2013
Phlebotomy 2 Year Program - Phlebotomist Technician
Bucks County Community College
Newtown, PA05.2011
Medical Claims and Billing Specialist - Medical Claims And Billing
At-Home Professions
Fort Collins, CO06.2008
Skills
- Customer Experience Management
- Medicare and Medicaid Familiarity
- Program Assistance
- Patient Medical Histories
- Verifying Orders
- Resolving Customer Issues
- Managing Prescription Refills
- HIPAA Regulations
- Health Insurance Plan Knowledge
- Medical Documentation
- Customer Service and Assistance
- Online Chat
- Patient Callbacks
- Troubleshooting and Resolution
- Investigate Claims
- Trained in Salesforce
- Billing Adjustments and Refunds
- Call Center Operations
Accomplishments
- Letter of Presidential Honor: Bucks County Community College
Certification
- Phlebotomy Technician, ACA American Certification Agency for Healthcare Professionals
- Certified Since February 14, 2012
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Virtual Customer Service Representative
Liveops, Inc
03.2013 - Current
Phlebotomist Technician (Internship)
St. Mary Medical Center
08.2011 - 12.2011
Paramedical Examiner
APPS/Portamedic Corporation
03.2011 - 01.2017
Customer Service Representative
Lenox, Inc
07.2006 - 03.2013
Certification - Clinical Medical Assistant Program
Bucks County Community College
Phlebotomy 2 Year Program - Phlebotomist Technician
Bucks County Community College
Medical Claims and Billing Specialist - Medical Claims And Billing
At-Home Professions
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