Shafus Edwards

• Inbound Single point of contact for T-Mobile employees in need of support for IT incidents and service requests.
• 24x7 triage, classification, prioritization and escalation for Incident Management and Request Fulfillment.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.

• Verified patient insurance coverage of medications, administration supplies and related pharmacy services.
• Notifies patients, physicians, practitioners and/or clinics of any financial responsibility of services provided and requested services that are not provided by the facility.
• Facilitates pharmacy and/or major medical claims with insurance companies and practitioner offices and investigates and facilitates prior authorization any other insurance rejections.
• Inbound calls from patients, clients, physicians, practitioners and clinics regarding inquiries about services provided, financial responsibility and insurance coverage.

• Provides timely response to patients' inquiries by telephone and/or email in an inbound or outbound service center, consistent with service and quality standards.
• Provides pricing, availability, and schedules information within established guidelines.
• Contacts the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling.
• Provides typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or compliments to the appropriate party or system.

• Verifying patient insurance benefit information.

Triages cases with missing information to appropriate program associate.

• Verifies patient specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and access/provider options.

• Identifying any coverage restrictions and details on how to expedite patient access.

• Documenting and initiating prior authorization process and claims appeals.

• Reporting any reimbursement trends or delays to management.

• Receive inbound and outbound calls, confirm delivery of products while assisting patients with product start up, shut down and returning equipment. take notes and enter data for EKG technicians and doctors.
• Check for past due monitoring duration and call patients to assist with technical support when using PDA.
• Monitoring heart rhythms to send reports via Bluetooth.
• Ending patient reports.

• Averaged 40-60 phone calls per day supporting Windows, Apple, HTC, Samsung, LG and Blackberry phones, tablets, and data cards.
• Remained up-to-date on the latest technologies and solutions applicable to company products.
• Handled software updates for customer devices, explained new enhancements of device updates, and explaining and configuring devices for customers.
• Filed Trouble Tickets to make sure of accurate information so it could then be forwarded up to the correct departments.