Ruby Wilson
Plano,TX
Summary
Experienced in accurate data entry and proficient in patient record management. Leverage medical software to ensure utmost data integrity and confidentiality. Strong understanding of medical terminology and expertise in data verification processes. Contribute to seamless functioning of healthcare operations, supporting efficiency and quality patient care.
Overview
23
23
years of professional experience
Work History
Benefits Verification Specialist
Cigna/NYL
02.2018 - 10.2024
- Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
- Managed high-volume caseloads while maintaining strict deadlines for completing benefit verifications and authorizations.
- Ensured compliance with HIPAA regulations during all aspects of the benefit verification process, protecting patient privacy.
- Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
- Leveraged advanced problem-solving skills in navigating complex cases involving multiple policies or payers, ultimately securing coverage approvals where possible.
- Increased accuracy in data entry through meticulous attention to detail when inputting patient demographics and insurance information into the system.
- Enhanced workflow efficiency by implementing a streamlined benefit verification process for the team.
- Maintained up-to-date knowledge of insurance regulations, enabling accurate benefit verifications for various plans.
Senior Customer Service Representative
United Healthcare/Optum
03.2008 - 01.2018
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
At Your Service Associate
Marriott Hotel
01.2002 - 03.2008
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Boosted customer loyalty and improved implementation of solutions by personalizing interactions.
- Reviewed and implemented points from regulators and internal audits to improve control and customer service standards.
Education
Human Resource Management
Some College
High school diploma or GED -
Chicago
Skills
- Accuracy and precision
- Document scanning
- Healthcare regulations
- Data verification
- Information verification
- Data entry procedures
- Data entry
- Mail handling
- Policy interpretation
- Verbal and written communication
- Written and oral communication
- Benefits explanation
- Documentation and reporting
- FMLA comprehension
- Benefits administration
- Attention to detail
- Time management
- Problem-solving
- Teamwork and collaboration
- Time management abilities
- Data analysis
- Problem-solving aptitude
- Analytical skills
Timeline
Benefits Verification Specialist
Cigna/NYL
02.2018 - 10.2024
Senior Customer Service Representative
United Healthcare/Optum
03.2008 - 01.2018
At Your Service Associate
Marriott Hotel
01.2002 - 03.2008
High school diploma or GED -
Chicago
Human Resource Management
Some College
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