Rosalyn Jones
Edgemoor,SC
Summary
Experienced customer service advocate with a proven track record in call center operations. Demonstrates meticulous attention to detail and strong motivation. Possesses exceptional analytical and problem-solving skills, excelling in effective task prioritization. Seeks opportunity to contribute to a successful organization while further honing leadership abilities.
Overview
7
7
years of professional experience
Work History
Billing Specialist
Charter Spectrum
08.2021 - Current
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
Benefits Verification, Data Intake Specialist
AmeriSource Bergen (LashGroup)
04.2020 - 04.2021
- Reviewed and collected all patient insurance information needed to complete the benefit verification process
- Verified patient specifics for various payer plans including patient coverage, cost share
- Accurately document the patient's medical history, demographics and needs
PSR
Amerisource Bergen (talentbridge)
03.2020 - 04.2020
- Works with patients and healthcare providers to complete enrollment activities
- Coordinate distribution of educational materials; answer basic clinical and program inquiries
- Help to coordinate access to therapies through the patient’s healthcare provider
- Work in a support capacity to reimbursement counselors and team leaders
Benefits Verification Specialist
Amerisource Bergen (talentBridge)
10.2019 - 03.2020
- Contacts insurance companies to verify patient specific benefits
- Asks appropriate questions regarding patients’ benefits and completes data entry and/or appropriate forms to document patients’ benefits coverage
- Reviews all patient insurance information needed to complete the benefit verification process
- Triages cases with missing information to appropriate program associates
- Verifies patient specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and access/provider options
- Completes quality review of work as part of finalizing product
- Reports any reimbursement trends/delays to management
- Performs related duties and special projects as assigned
Customer Care ADVOCATE
Continuum Inc. (Formerly Conduent)
04.2019 - 10.2019
- Junior Supervisor and Floor Support
- Handle an average of 50-60 inbound calls regarding claims, enrollment, and billing
- Ability to multi-task and complete documentation with speaking with member
- Managed customer calls effectively and efficiently in a complex, fasted passed and challenging call center environment
- Researched complex issues across multiple databases and collaborated with resources to resolve customer issues
- Continuously educated customers about the fundamentals and features of their health benefits
- Ensure compliance of all HIPPA guidelines protecting member privacy
Customer Care Representive
Conduent Incorporated (formerly Xerox)
06.2017 - 04.2019
- Handled an average of 60-80 inbound calls per day for a premier healthcare provider
- Assisted Providers regarding claims, benefits, billing and disputes
- Consistently exceeded the Quality Goal of 98%
- Ability to de-escalate calls and ensure customer satisfaction
- Utilized time management skills to achieve average handle time
- First Call Resolution
- Ability to multi-task and complete documentation while simultaneously speaking with the provider
Education
Associate of Science - Medical Billing/Coding
Ultimate Medical Academy
Clearwater, FL03.2023
High School DIAPOLMA -
Lewisville High School
Richburg, SC05.2004
Skills
- Coaching
- Quality assurance
- Customer satisfaction
- Training
- Medical billing programs
- Data entry software
- Documentation
- Report generation
- Metrics analysis
- Payment posting
- Customer Engagement
Timeline
Billing Specialist
Charter Spectrum
08.2021 - Current
Benefits Verification, Data Intake Specialist
AmeriSource Bergen (LashGroup)
04.2020 - 04.2021
PSR
Amerisource Bergen (talentbridge)
03.2020 - 04.2020
Benefits Verification Specialist
Amerisource Bergen (talentBridge)
10.2019 - 03.2020
Customer Care ADVOCATE
Continuum Inc. (Formerly Conduent)
04.2019 - 10.2019
Customer Care Representive
Conduent Incorporated (formerly Xerox)
06.2017 - 04.2019
Associate of Science - Medical Billing/Coding
Ultimate Medical Academy
High School DIAPOLMA -
Lewisville High School
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