Teresa Barney
Lehigh Acres
Summary
Adept at navigating high-stress customer interactions, I elevated customer loyalty at Lee Health through empathetic service and effective dispute resolution. My proficiency in data entry and exceptional problem-solving skills contributed to streamlining processes at Alta Resources: Blue Cross-Blue Shield, achieving first-call resolution metrics. I excel in teamwork and maintaining meticulous attention to detail, enhancing service delivery and patient care coordination.
Overview
2025
2025
years of professional experience
Work History
Customer Advocate
Alta Resources: Blue Cross-Blue Shield
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Trained staff on operating procedures and company services.
Utilization Management Coordinator
Florida Cancer Specialists
02.2022 - Current
- Facilitated effective communication between care teams, patients, and insurance companies, resulting in streamlined care coordination.
- Optimized resource allocation by tracking data trends and making recommendations for improvements in service delivery.
- Identified areas requiring resource optimization through trend analysis reports regularly.
- Contributed to the development of departmental goals, objectives, and performance improvement initiatives for continuous enhancement of services provided.
- Enhanced patient care by efficiently coordinating utilization management processes and reviewing medical records for case appropriateness.
- Ensured regulatory compliance by staying updated on industry guidelines and applying them to daily tasks and assessments.
- Promoted a culture of continuous learning by conducting regular staff meetings focused on team collaboration and best practices sharing within the utilization management team.
- Served as a liaison between patients, families, caregivers, providers, payers, and community resources to ensure seamless transitions throughout the continuum of care.
- Maintained accurate documentation of all reviews, appeals, and decisions in line with organizational standards and requirements.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Customer Service Representative
Lee Health
10.2018 - 02.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Lehigh Senior High
Lehigh Acres, FLAssociates - Health Information Management
Florida SouthWestern State College
Fort Myers, FLSkills
- Customer services
- Data entry skills
- Data entry
- Multi-line phone system
- Healthcare assistance
- Billing inquiry resolution
- Billing and payments
- Teamwork
- Problem-solving skills
- Time management
- Attention to detail
- Computer skills
- Medical records
Timeline
Utilization Management Coordinator
Florida Cancer Specialists
02.2022 - Current
Customer Service Representative
Lee Health
10.2018 - 02.2022
Customer Advocate
Alta Resources: Blue Cross-Blue Shield
High School Diploma -
Lehigh Senior High
Associates - Health Information Management
Florida SouthWestern State College
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