Theresa Lyon

• Provides benefit related information for potential and actual transplant candidates and recipients.
• Manages referral and pre-transplant data for transplant patients and assists with claims for post-transplant patients.
• Delivers support to transplant patients, families and clinicians throughout the transplant process.
• Act as first point of contact for providers/members to provide transplant benefit information.
• Act as a technical resource for non-clinical transplant team members.
• Monitor and evaluate transplant operational processes and interactions for quality assurance purposes as requested.
• Provide non-clinical staff with assistance to address system issues, workflow processes and transplant specific departmental procedures.
• Place outbound calls to various providers, customers or other outside contacts.
• Respond quickly and accurately to transplant issues.
• Track status of travel and lodging credit cards for transplant members and ensure credit cards are delivered to members.
• Serve as a transplant subject matter expert to other Blue Cross NC areas; provide operational data and/or transplant process information accurately and in a timely manner.
• Identify problems, gaps or inconsistencies in workflows, and/or processes; recommend updates, alternatives and/or solutions.

• Support the execution of daily operating activities of the business area by performing various support activities as required by the specific business area.
• Maintain and update paper and electronic/database files, scan paper records into electronic system and/or convert/compile data for departmental reports.
• Coordinate and/or record incoming and outgoing work as needed for business area including scheduling, supplies, reporting, tracking, monitoring and verifying receipt date and expected completion dates of outstanding work.
• Type and generate letters, memos, envelopes and forms to support departmental needs.
• May serve as the departmental Business Unit Coordinator (BUC).
• May prepare and deliver work to go to the imaging department. Correct work that is returned from the imaging department.
• Maintain and update paper and electronic/database and/or convert/compile data for departmental reports.
• Research incorrect or missing information on correspondence.
• May receive incoming calls from customers or providers and direct them to the necessary area.
• Coordinates all mail services reporting to include courier, presort and postage.
• Perform fulfillment duties for the department.
• Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSNC practices and policies.
• Perform phone/email outreach to BCBSNC vendors and business partners to resolve service issues.
• Identify, understand and anticipate customers’ unexpressed needs and concerns in a caring manner.
• Handle the mailings of Member Installment Invoices.
• Research incorrect or missing information on claims and provide effective solutions to resolve dispute.
• Subject Matter Expert for training classes by assisting new hires with Financial Recovery questions.

• Cashiers provide outstanding and quick checkout service to customers at our registers.
• Cashiers have thorough knowledge of all policies, procedures and duties related to customer transactions.
• Cashiers greet all customers and maintain a safe and organized area to ensure the highest quality customer service experience.
• Issue receipts and change due to customers.
• Maintain clean and orderly checkout areas and store during shift and at the end of the night.

• Receive incoming calls from customers and providers and provide innovative service solutions to increase stakeholder satisfaction and retain customers.
• Utilize probing and creative problem-solving methods to resolve foundational customer inquiries on first contact.
• Document corrective measures and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries.
• Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary.
• Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSNC practices and policies.
• Perform phone/email outreach to BCBSNC vendors and business partners to resolve service issues.
• Identify, understand and anticipate customers’ unexpressed needs and concerns in a caring manner.
• Handle the mailings of FEP Plan Brochures to the members.
• Research incorrect or missing information on claims and provide effective solutions to resolve dispute.
• Worked closely with the Quality Auditors in preparation for the new quality design and incentive program as the Quality Champion.
• Subject Matter Expert for training classes by assisting new hires with claims questions.

• Responsible to open and close the building for day-to-day operations.
• Issue receipts, refunds, credits, or change due to customers.
• Maintain clean and orderly checkout areas and store during shift and at the end of the night.
• Coordinate and/or record incoming and outgoing work as needed for business area including scheduling, supplies, reporting, tracking, monitoring and verifying receipt date.

• Conducted pre-trip inspections of bus for safe operation.
• Kept bus interiors clean and tidy to provide comfortable passenger environments.
• Transported passengers safely along prescribed routes according to tight schedules.
• Maintained a clean and sanitary bus interior by regularly inspecting for cleanliness, removing trash, and reporting necessary repairs to management.
• Implemented proper emergency procedures as needed, addressing any potential hazards and ensuring the safety of all passengers on board.
• Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
• Ensured timely arrivals and departures by strictly adhering to schedules and effectively managing unforeseen circumstances.

• Assisted patients with daily living activities, promoting independence and dignity.
• Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
• Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
• Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
• Reduced patient stress levels through effective communication and active listening skills.
• Provided emotional support for patients during challenging times, fostering a positive healing environment.
• Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.

• Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
• Kept clients engaged in social networks and communities for personal health and growth.
• Arranged transportation and accompanied patients to doctors' offices and errands.
• Assisted clients in achieving personal goals by creating individualized care plans and monitoring progress.
• Promoted independence for clients by teaching essential life skills, such as budgeting, cooking, and cleaning.
• Provided crisis intervention support as needed, calmly assessing situations and implementing appropriate interventions for the safety of clients and team members alike.
• Administered medications accurately according to prescribed schedules, ensuring proper dosages were given at the appropriate times.
• Provided emotional support during times of stress or crisis, offering a listening ear and empathetic understanding for clients'' concerns.
• Reduced behavioral issues with consistent reinforcement of positive behaviors through praise and rewards systems.
• Documented client progress meticulously, ensuring accurate records were maintained for future reference and continuous improvement of care plans.
• Managed challenging behaviors effectively using de-escalation techniques to maintain a safe environment for all involved parties without compromising the quality of care provided.
• Improved client well-being by providing compassionate and attentive support in daily activities.
• Maintained a safe and supportive environment for clients by adhering to strict health and safety procedures.
• Collaborated with interdisciplinary teams to develop comprehensive care plans that addressed client needs holistically.
• Developed strong relationships with families, updating them regularly on their loved ones'' progress and addressing any concerns proactively.
• Assisted with personal hygiene tasks such as bathing, grooming, dressing, toileting, ensuring dignity was always preserved for each client.

• Assisted patients with daily living activities, promoting independence and dignity.
• Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
• Reduced patient stress levels through effective communication and active listening skills.
• Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
• Oversaw and maintained patients' rooms, group living areas, and nurse stations.

· Research incorrect or missing information on formal programs, Individual Behavior Plans and medical records,

· Coordinate and/or record incoming and outgoing work as needed for business area including supplies, reporting, tracking, monitoring and verifying receipt date

· Type and generate letters, memos, envelopes and forms to support individual needs.

· CPR Instructor and trainer for 12 years (trained the skills to save a life)

• Prepare or assist in preparing simple to complex tax returns for individuals or small businesses.
• Uncover potential deductions and credits.
• Maintain and update paper and electronic/database and/or convert/compile data for departmental reports.
• Interview clients to get a thorough picture of financial situation.
• Resolve customer complaints.
• Recommend additional products and services.
• Prepare tax returns using electronic filing software.
• Ensure a copy of the completed return is provided to the customer.

• Generate monthly invoices and billing inquiries.
• Managed supply chain from vendor through to client order fulfillment.
• Coordinates all mail services reporting to include courier, presort and postage.
• Perform fulfillment duties for the department.
• Coordinate and/or record incoming and outgoing work as needed for business area including scheduling, supplies, reporting, tracking, monitoring and verifying receipt date and expected completion dates of outstanding work.
• May receive incoming calls from customers or vendors and direct them to the necessary area.