Susan Sawatsky
Visalia,CA
Summary
Resourceful and dedicated with excellent communication and relationship-building skills. Knowledgeable about health providers, procedures and plan benefits. Experienced in handling high volume of calls in fast-paced environments, answering questions, researching problems and resolving discrepancies. Detail-oriented and personable with great work ethic and passion for service. Known for having terrific customer engagement, dependability and organization skills. Committed to promoting lasting customer satisfaction by delivering quality service and support.
Overview
3
3
years of professional experience
Work History
Health Concierge
Aetna, CVS Health
11.2023 - 03.2024
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Handled daily inbound calls from health plan customers.
- Resolved problems related to benefits, eligibility, pre authorizations, appeals and claims.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Responded to inquiries by directing calls to appropriate personnel.
- Actively listened to customers, handled concerns quickly and deescalated major issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Researched and resolved billing discrepancies to enable accurate billing.
Receptionist/Scheduling Coordinator
California Kidds Pediatric Dentistry
05.2021 - 10.2023
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Communicated scheduling changes to staff members
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered telephone and in person inquiries with friendly demeanor and full knowledge of billing department processes.
- Coordinated with clients to resolve outstanding balances, resulting in a higher percentage of on-time payments.
- Confirmed appointments, communicated with clients, and updated client records.
- Corresponded with clients through email, telephone, and text message.
- Managed multiple tasks and met time-sensitive deadlines.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Updated patient records with accurate, current insurance policy information.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Verified insurance and communicated coverage to staff and patients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Ensured timely responses to customer queries with effective prioritization of tasks.
Education
Associate Degree In Sociology -
College of The Sequoias
06.2022
High School Diploma -
El Diamanté High School
06.2019
Skills
- Time Management
- Phone Inquiries
- Critical Thinking
- Data Entry Proficiency
- Insurance Verification
- HIPAA Compliance
- Office Administration
- Attention to Detail
- Billing and Invoicing
- Computer Proficiency
Timeline
Health Concierge
Aetna, CVS Health
11.2023 - 03.2024
Receptionist/Scheduling Coordinator
California Kidds Pediatric Dentistry
05.2021 - 10.2023
Associate Degree In Sociology -
College of The Sequoias
High School Diploma -
El Diamanté High School
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