STEPHANIE MIKKELSON
Madison,WI
Summary
Customer service and billing representative with extensive experience in high-volume call center environments. Demonstrated ability to maintain professionalism and composure under pressure. Proven track record of resolving customer inquiries efficiently and effectively, contributing to overall customer satisfaction.
Overview
23
23
years of professional experience
Work History
Triage Order Quality Associate - Remote
Exact Sciences Laboratories
Madison, WI
12.2018 - 09.2025
- Reviewed rejected and denied medical claims and correspondence in Epic to determine claim resolution next steps, including updating demographic information for resubmission, updating the payer, appealing, writing off, or sending statements.
- Verified eligibility and coordination of benefits through various portals, or by phone.
- Researched payers to confirm accurate electronic payer ID for claims submission.
- Submitted system tickets for payer ID updates and new payer additions.
- Followed up with payers via phone on unpaid aging claims.
- Accurately documented all actions taken on the account.
Customer Care Specialist - Revenue Cycle Call Team
Exact Sciences Laboratories
Madison, WI
04.2017 - 12.2018
- Answered and documented inbound calls regarding billing questions from patients, providers, and insurance companies.
- Assisted patients with filing appeals to their insurance.
- Explained and set up payment plan and financial assistance options.
- Processed credit card payments over the phone using Chase Paymentech.
- Submitted claims to insurance electronically.
- Verified the patient's insurance eligibility.
- Made outbound calls as needed.
Customer Service Representative
WPS Military and Veterans Health Insurance
Madison, WI
11.2010 - 03.2017
- Answered and documented approximately 80-90 calls daily from beneficiaries, their family members, and medical providers.
- Provided eligibility, medical benefits, and claim status.
- Explained TRICARE policies and procedures according to the Defense Health Agency.
- Reviewed claim forms, along with explanations of benefits from other insurance companies, to determine if claims needed to be reprocessed, adjusted, or recouped, and followed up with appropriate action.
- Responded to written correspondence using Eloquence letter-writing software.
Customer Service Representative
Orion Ophthalmic Lens Laboratory
Madison, WI
10.2002 - 09.2010
- Processed phone orders from doctors and opticians for prescription eyewear.
- Addressed customer inquiries, complaints, billing, and warranty issues.
- Followed up on incomplete or incorrect fax orders to ensure accuracy.
- Cultivated relationships with key accounts to enhance customer retention.
- Provided updates to customers regarding delayed orders and facilitated expediting.
- Assisted in conducting monthly lens inventory assessments.
Education
High School Diploma -
Oregon High School
Oregon, WI06-1995
Skills
- Exceptional communication skills
- Strong interpersonal skills
- Self-motivated
- Problem identification and resolution
- Reliable and organized
- Excellent listening skills
- Time management
- Microsoft Windows proficient
References
References available upon request.
Timeline
Triage Order Quality Associate - Remote
Exact Sciences Laboratories
12.2018 - 09.2025
Customer Care Specialist - Revenue Cycle Call Team
Exact Sciences Laboratories
04.2017 - 12.2018
Customer Service Representative
WPS Military and Veterans Health Insurance
11.2010 - 03.2017
Customer Service Representative
Orion Ophthalmic Lens Laboratory
10.2002 - 09.2010
High School Diploma -
Oregon High School