Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
Susan Pipher
Indianapolis,IN
Work Preference
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Contact Center Customer Service Agent
Baxter
02.2022 - Current
- Hybrid Remote Phone and Email support for Hospital Rental beds
- Processed Customer orders for rental, return or repair and dispatched to Field Service Technician
- Worked with Service Technician to complete work orders in a timely manner
- Assisted Customers over the phone and via email with getting proper equipment for the patient’s needs and answering questions about the process.
Contact Center Support Agent - Temporary
BCforward Staffing
07.2021 - 12.2021
- Remote Phone support for State of Massachusetts Health Connector for enrollment and changes in ACA compliant Exchange plans
- Ran eligibility, assisted with website, shopping for plans and dental plans, calculated subsidy amounts, and assisted with hardship waivers.
Covid Vaccine Scheduling Agent - Temporary
Knowledge Services, Inc.
01.2021 - 06.2021
- Phone support for FSSA 211 initiative for COVID-19 vaccination scheduling and information about the vaccines available
- Provided information about COVID-19, about the appointments, and how to find more information online
- Scheduled, rescheduled, and cancelled appointments, as necessary.
Claims Phone Team
Pinnacle Partners
07.2020 - 09.2020
- Answered phone calls for Emergency Physicians group from patient’s and explained billing, collected insurance information, and sent claim back for processing if needed
- Took payments over the phone and set up payment plans
- Responded to requests from Collection agencies regarding account status and mail and email requests from patients.
Medicare Sales Representative
Alorica/Ehealth
03.2019 - 06.2020
- Contracted with Ehealth insurance and worked as a member of a team to sell Medicare Advantage Plans during the Annual Enrollment Period, as well as Part D plans
- Built relationships with customers for repeat or future business over the phone
- Met sales goals consistently and meet all CMS guidelines.
Customer Service Specialist
Park Hudson
12.2018 - 02.2019
- Handled incoming phone calls and assigned email requests along with escalated items
- Assisted participants with registration and log in issues, also assisted participants with navigation on the site for their specific program and assisted with overall questions concerning the applications available to them on the private portal while providing excellent customer service and call issue resolution.
Eligibility Specialist
CFA Staffing
02.2018 - 11.2018
- Worked in Call Center for FSSA, researching and answering questions regarding eligibility for Medicaid, Food Stamps, and Cash Assistance Programs
- Gave Enrollee’s information on needed documentation
- And entered information from documentation into the system so benefits could be authorized and/or continued
- Researched issues and problems with eligibility, made decisions on whether to restore benefits if all qualifications were met in a timely manner and made recommendations to FSSA Case Worker
- Made data entry file changes and updates as needed.
Benefits Specialist
Ascension
09.2016 - 01.2018
- Assisted Benefits Department with Open Enrollment, helping employees of Ascension sign up for benefits for the next year, by answering questions and explaining the process
- How to enroll online and to understand the differences between the plans and understanding what all choices they had
- I Also, assisted the Contact Center by answering payroll, licensing issues and general questions.
Communications Solutions Technical Expert
Stericycle
01.2016 - 09.2016
- Worked in a high-volume call center, scheduling appointments for several different physicians’ offices
- Also, answer billing questions and take payments on patient’s portion of the bill
- I also helped on other teams participating in Recall projects and in the Answering Service Center as well.
Patient Services Specialist / Medical Claims Examiner - IU Health
Ajilon
04.2015 - 12.2015
- Scheduled and Checked in Patients at a large Primary Care practice at IU Hospital
- Sent and received messages from Triage and acted as liaison between patients and medical staff
- Also, at billing services center, researched and answered questions regarding claims from both providers and patients as to how they were paid or why the claim was denied
- Ordered medical records and sent letters of acknowledgement of claim receipt, and status update letters.
Customer Service Representative
Mdwise
03.2010 - 03.2015
- Answer incoming calls in a high-volume call center for both members and providers
- Answered questions and directed callers to appropriate agencies or departments
- Answered questions and followed-up and researched on issues of eligibility or care needs of members
- Recommended members for case management as appropriate.
Customer Care Advocate
Long Term Care Group
03.2008 - 03.2010
- Answered incoming calls from policy holders and providers in an inbound call center
- Researched multiple databases to answered questions concerning billing, claims, and benefits while maintaining excellent call handle time.
Education
Medical Assisting Certificate -
Tech Skills
Indianapolis, IN01-2005
A.S., Computer Programming -
Indiana Vocational Technical College
Indianapolis, IN01-1983
Skills
- Call Control
- Hipaa knowledge
- Customer Relationship Management (CRM)
- Outstanding Communication Skills
- Medical Terminology
- Documentation and Reporting
- Service-Oriented Self-Starter
- Database Research
- Inbound Call Management
- Call center operations
Timeline
Contact Center Customer Service Agent
Baxter
02.2022 - Current
Contact Center Support Agent - Temporary
BCforward Staffing
07.2021 - 12.2021
Covid Vaccine Scheduling Agent - Temporary
Knowledge Services, Inc.
01.2021 - 06.2021
Claims Phone Team
Pinnacle Partners
07.2020 - 09.2020
Medicare Sales Representative
Alorica/Ehealth
03.2019 - 06.2020
Customer Service Specialist
Park Hudson
12.2018 - 02.2019
Eligibility Specialist
CFA Staffing
02.2018 - 11.2018
Benefits Specialist
Ascension
09.2016 - 01.2018
Communications Solutions Technical Expert
Stericycle
01.2016 - 09.2016
Patient Services Specialist / Medical Claims Examiner - IU Health
Ajilon
04.2015 - 12.2015
Customer Service Representative
Mdwise
03.2010 - 03.2015
Customer Care Advocate
Long Term Care Group
03.2008 - 03.2010
A.S., Computer Programming -
Indiana Vocational Technical College
Medical Assisting Certificate -
Tech Skills