Suzanne Bedore

Representing Cigna to all outbound callers within a call center environment and assuring callers' contact with CBH is positive. Advocates are many times the first encounter customers have with Cigna and thus are responsible for giving a positive first impression. The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities. Responsibilities may include, but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources, and assessing for potential risk of harm or substance abuse concerns. This position services calls in a warm and empathic manner as many of the calls are sensitive in nature. Independent problem solving skills are critical to success within the role along with intelligent judgment of assessing the caller's needs. Based upon the call type and requests advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field and Cigna training to effectively address callers needs in an educational manner. This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic communication the majority of the time with some web, and internal CBH materials to achieve first time resolution for callers.
I am One Guide trained and a Certified Preceptor. I work in HEV for the coach call offs and work Judys list

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• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Provided accurate information about products and services to customers.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Developed strong relationships with customers by providing personalized assistance and support.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Conducted regular follow-up calls with customers after resolving their issues.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Resolved customer complaints promptly and efficiently.
• Provided exceptional customer service to ensure customer satisfaction.
• Utilized job-related software to prepare change of address records and issue service discontinuance orders.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Conferred with customers by telephone or in person to provide information about products or services and take orders.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Updated system with order specifics and customer details, preferences, and billing information.
• Answered customer inquiries and provided accurate information regarding products and services.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Answered inbound calls, chats and emails to facilitate customer service.
• Collected deposits or payments and arranged for billing.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

• Generated reports regarding patient demographics and financial status.
• Welcomed patients to facility and assisted with registration sign-in process.
• Adhered to HIPAA guidelines and maintained integrity of hospital policies and procedures.
• Protected medical information against unauthorized access, loss, or corruption by consistently following security protocols.
• Greeted patients upon arrival and directed them to appropriate areas.
• Provided guidance and support to visitors throughout the registration process.
• Processed patient registration forms, collected fees, and issued receipts for services rendered.
• Maintained confidential patient records according to HIPAA guidelines.
• Improved integrity and completeness of medical records by consulting with clinical staff to resolve coding and diagnostic mistakes.
• Met needs of physicians and other treating team members with timely retrievals of patient medical records.
• Worked with nurses and other clinic staff to process patients and direct to appropriate departments.
• Registered patients for outpatient procedures and emergency services.
• Reviewed patient medical records and verified accuracy of information in the system.
• Contacted insurance carriers to verify coverage, copays and deductible information for patients.
• Answered incoming calls from patients seeking information about services offered by the facility.
• Advised patients of monies required to be paid prior to services.
• Processed cash, debit and credit card payments for services rendered and printed receipts detailing services.
• Collaborated with nurses and other personnel to process patient paperwork and direct to appropriate departments.
• Carefully checked insurance information for benefits coverage and input pre-authorization documents into system.
• Responded to incoming department phone calls and directed callers to appropriate team members based on need.
• Assisted with training new staff members on proper procedures related to registering patients.
• Performed data entry tasks to update patient information in the system.
• Worked collaboratively with other departments to ensure smooth operations within the facility.
• Maintained HIPAA compliance and integrity of hospital policies and procedures.
• Politely and personably welcomed incoming clients and offered seats prior to beginning registration process.
• Provided assistance with completion of paperwork related to the registration process.
• Verified insurance coverage and eligibility for services.
• Maintained confidentiality of all patient records according to HIPAA regulations.
• Explained forms and documents to patients, guardians and family members, distributing copies and confirming comprehension.
• Asked various questions from clients to obtain the information necessary for paperwork.
• Greeted visitors and ascertained purpose of visit, issuing needed credentials and directing to appropriate staff or department.
• Investigated discrepancies between registrations and payments received.
• Scanned documents and insurance cards to include in patient charts.
• Identified needs of customers promptly and efficiently.

• Answered phones to transfer calls or relay messages to patients or staff.
• Ordered and maintained supply inventory for medical office.
• Assisted nursing and medical staff in clerical duties to support patient care.
• Answered inquiries regarding policies, procedures, and services offered by the hospital or clinic setting.
• Coordinated with outside vendors such as laboratories or pharmacies to ensure timely processing of orders.
• Maintained confidentiality of all patient information.
• Arranged hospital admissions for patients as required.
• Reviewed medical records for completeness prior to release or transfer of files.
• Coordinated supply replenishment to meet expected unit demands.
• Handled patient billing inquiries and processed payments, enhancing patient experience.
• Managed the organization and cleanliness of the nursing station and patient areas.
• Conveyed special dietary restrictions and requirements to food preparation team and verified compliance of delivered food items.
• Greeted patients, determined purpose of visit and directed to appropriate staff.
• Interviewed patients to complete case histories and intake forms.
• Organized and maintained filing systems for patient records.
• Scheduled tests, lab work or x-rays for patients based on physician orders.
• Maintained accurate and up-to-date patient medical records, adhering to confidentiality policies.
• Provided support to physicians and nursing staff with administrative tasks.
• Answered telephones and directed calls to appropriate medical or adminstrative staff.
• Scanned documents into computer databases for storage purposes.
• Answered telephone calls, responded to requests for information and routed callers to correct personnel or departments.
• Supported the implementation of new healthcare technologies and systems.
• Coordinated internal and external patient transportation.
• Assisted in the preparation of patient charts and medical records.
• Conducted data entry tasks, ensuring the accuracy of patient and administrative information.
• Acted as liaison between patients and family members and healthcare providers.
• Communicated with patients with compassion while keeping medical information private.
• Organized ordered medical tests, sample collection and patient transportation.
• Scheduled appointments for patients and coordinated transportation services when necessary.
• Ensured accuracy of coding on patient accounts by verifying billing codes against medical records documentation.
• Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
• Monitored and ordered office and medical supplies, maintaining optimal stock levels.
• Trained new unit clerks and volunteers, fostering a collaborative and knowledgeable team environment.
• Provided clerical support to multiple departments as needed, demonstrating versatility and teamwork.
• Compiled and prepared reports for departmental meetings, contributing to operational improvements.
• Demonstrated knowledge in medical terminology to accurately transcribe physician orders.
• Requested or communicated patient information, exercising hospital privacy policies.
• Maintained confidentiality of patient records in accordance with HIPAA regulations.
• Processed doctor's orders, ensuring timely execution of tests and medication administration.
• Screened calls and collected messages for unit personnel to promote team efficiency.
• Supported patients with timely and knowledgeable response to diverse requests.
• Transmitted medical records and other correspondence by mail, e-mail, or fax.
• Answered phone calls, providing courteous and informative responses to inquiries.
• Monitored faxes and emails for incoming orders or requests from physicians or other healthcare professionals.
• Facilitated communication between medical staff, patients, and families, improving service delivery.
• Assisted in the preparation of patient care plans in collaboration with nursing staff.
• Assisted with patient transport arrangements, ensuring safe and timely transfers.
• Ordered office supplies, equipment, and other materials as needed.