Ta Vonna Turner
Saint Louis,MO
Summary
Service-oriented Account Support Specialist with 15 years of experience supporting clients in the Healthcare industry. Proven track record in account management and client support. Built professional network and communicated frequently with corporate decision makers.
Overview
15
15
years of professional experience
Work History
Account Support Specialist II
Change Healthcare
Bridgeton, MO
04.2019 - Current
- Educate clients on relevant policies and options
- Balance up to 30 accounts simultaneously, maintaining regular contact and professional relationships with each.
- Created documentation outlining research findings for use by client and customer support teams.
- Manage Insurance Payer EOB, Explanation of Provider Payment, Check, and Virtual Credit Card document creation and printing.
- Collaborate with internal departments on new projects to enhance customer experience and meet their business objectives at 95% satisfaction rate.
- Ran, reviewed, and submitted daily query reports using SQL and Oracle databases.
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintain up-to-date knowledge of product and service changes.
- Mentored new personnel regarding departmental operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Technical Analyst I
TRIZETTO PROVIDER SOLUTIONS
Earth City, MO
05.2014 - 04.2019
- Provided solution-focused service to end-users via Internal/External notifications, Removing Invalid Reports and Regenerating files to maintain 99% success rate.
- Managed Vendor testing with third party print vendors by reviewing file formatting, creating mapping, as well as creating Patient Statement mock-ups using Snag-it and Jing
- Updated implementation Standards of Procedure using VISIO application to enhance knowledge-base of Customer service representatives
- Delivered exceptional service to each customer by leveraging knowledge of products offered by my organization
- Assisted customers in identifying connection issues and explained solutions to restore service and functionality promptly
- Managed creation and implementation of new EDI Customer maps.
- Reviewed Trading Partner Invoicing for accuracy via SQL queries, monthly reports, and established contractual agreements.
- Applied knowledge of application components to streamline call center workflows to increase efficiency and achieve business objectives.
ERS Specialist
Veterans Canteen Service
St. Louis, Missouri
06.2013 - 04.2014
- Provide administrative support to Central Office staff by answering multi-line phone system
- Performed help desk troubleshooting and updates to 150 Canteen Stores thru electronic call ticket review and resolution
- Coordinate with Finance to establish accurate payment of invoices to contracted vendors
- Developed tactics to effectively and successfully manage beverage and all other ERS product range to specified canteens and there cost/sell per contractual guidelines
- Devised and implemented innovative procedures into Oracle system for product maintenance and ordering procedures that are cost effective and time efficient
- Success streamlining office processes to increase efficiency and improve service.
Authorization Representative
MAGELLAN HEALTH SERVICES
Maryland Heights, Missouri
06.2007 - 05.2013
- Provided customer service thru inbound and/or outbound notifications for health plan members and their providers
- Initiated and provided Oncology/Behavioral health authorizations for ancillary healthcare providers as needed for patient care
- Managed Health plan claims inquiries thru Navigator by researching and clarifying denials based upon post-claim edit guidelines
- Provided Initial technical support to healthcare providers in navigating the company website
- Assisted members with locating behavioral health providers and clarification of benefit coverage and plan types
- Assisted with training staff to provide support to authorization representatives to fulfill organizational needs
- Provided administrative support to Leadership as requested
- Extended suggested services as per medical diagnosis and even assisted patients to use all recommended services
- Managed over 30 calls per day with authorization approval rate of 90%
- Proficient understanding of medical terminology
- Outstanding organizational and analytical skills.
Education
Medical Assistance Program - Medical Assisting
Sanford-Brown College
Hazelwood, MO02.2005
Skills
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Microsoft Office Suite
- Inter-Department Collaboration
- Administrative and Office Support
- Oracle and SQL
- Account management
- Client Development
Timeline
Account Support Specialist II
Change Healthcare
04.2019 - Current
Technical Analyst I
TRIZETTO PROVIDER SOLUTIONS
05.2014 - 04.2019
ERS Specialist
Veterans Canteen Service
06.2013 - 04.2014
Authorization Representative
MAGELLAN HEALTH SERVICES
06.2007 - 05.2013
Medical Assistance Program - Medical Assisting
Sanford-Brown College