Theresa Hanson

Provided professional and courteous customer service to members and providers
through telephone, email, and in-person interactions.
Handled a high volume of customer inquiries while maintaining accuracy,
professionalism, and timely service.
Listened to customer concerns, researched information, and identified
appropriate solutions to resolve issues.

Responded to questions regarding benefits, eligibility, coverage, and claim status
in a clear and easy-to-understand manner.
Researched and resolved claim discrepancies while maintaining a strong focus
on customer satisfaction.
Processed high volumes of medical and health insurance claims accurately and
efficiently.
Reviewed customer and provider information to identify errors, resolve
discrepancies, and ensure accurate processing.
Used multiple computer systems to document customer interactions, process
information, and track activity.
Maintained accurate and detailed records of customer contacts and claim activity.
Collaborated with internal departments to resolve complex customer issues and
ensure timely resolution.
Protected confidential customer and health information in accordance with HIPAA
privacy and security requirements.
Managed multiple priorities in a fast-paced environment while maintaining
accuracy and productivity.

Evaluated insurance claims for accuracy and compliance with policy guidelines.

Collaborated with stakeholders to resolve complex claim inquiries and disputes.

Conducted thorough investigations to identify fraudulent claims effectively.

Managed high volume customer interactions daily by telephone, providing professional, friendly, and personalized service.
Assisted customers with questions regarding benefits, eligibility, coverage,
claims, and account information.

Listened carefully to customer concerns and provided accurate answers and
effective solutions.
Resolved customer concerns professionally while meeting established quality
and productivity standards.
Built positive relationships with customers through empathy, active listening,
patience, and effective communication.
Explained complex information clearly and adjusted communication to meet
individual customer needs.
Researched customer questions and followed through to ensure issues were
appropriately resolved.
Accurately documented customer interactions and information in electronic
systems.
Maintained confidentiality when handling sensitive customer and health
information.
Worked efficiently in a high-volume environment while managing multiple customer needs and competing priorities.

• Resolved customer inquiries efficiently, ensuring high satisfaction levels through effective communication and problem-solving.