Toni Echols
Omaha,NE
Summary
- Analytical, customer service oriented professional capable of providing clerical support to clinical and office staff and performing administrative duties necessary to deliver quality patient care. Ensure strict adherence to HIPAA guidelines.
- Written and verbal communication skills necessary to work with patients and healthcare providers.
- Pay close attention to detail for accurate and compliant documentation.
- Effective problem-solver and decision-maker, able to assess situations and identify solutions.
- Communication Platforms – Zoom, Skype, and MS Teams.
- Microsoft Office Applications – Word, Excel, and PowerPoint | Type 26 WPM.
Professional with strong foundation in verification processes, ensuring accuracy and compliance. Skilled in data analysis, problem-solving, and quality assurance. Reliable team collaborator, adaptable to changing needs, and focused on achieving results. Prepared to bring precision, integrity, and effective communication to role.
Overview
20
20
years of professional experience
Work History
Verification Specialist
EMS
Omaha, NE
07.2024 - 03.2026
- Verified Medicaid-related travel requests and invoices for patients traveling within Alaska for approved medical care
- Reviewed transportation documentation (air, ground, or other travel methods) to ensure accuracy and compliance with program guidelines
- Matched medical identification numbers with case files to confirm eligibility and prevent discrepancies
- Audited invoices and supporting records to ensure consistency, accuracy, and proper documentation
- Researched and resolved discrepancies between submitted travel claims and internal records
- Maintained strict attention to detail while processing sensitive healthcare and Medicaid information
- Ensured compliance with Medicaid policies, confidentiality standards, and verification procedures
- Controlled access by signing trucks in and out of the facility, ensuring accurate entry and exit logs
- Inspected incoming and outgoing refrigerated trucks, including temperature checks to maintain food safety compliance
- Monitored and authorized entry for employees, visitors, and food vendors while enforcing security protocols
- Patrolled facility grounds regularly to maintain safety and deter unauthorized activity
- Operated gate security systems to control facility access and ensure proper clearance procedures
- Monitored surveillance cameras to observe activity and report suspicious behavior or incidents
- Completed detailed incident reports documenting security events and safety concerns
- Maintained a secure and orderly environment in compliance with company policies and safety standards
Customer Service Specialist
AnswerPro
Omaha, Ne
06.2021 - 09.2021
- Scheduled appointments for a variety of consumer services, including medical providers (doctors, nurse practitioners) and home services (e.g., tree trimming)
- Coordinated calendars and ensured accurate booking details for clients and service providers
- Handled inbound calls to take detailed messages for medical offices, ensuring timely and accurate communication
- Maintained professionalism and confidentiality when handling sensitive customer and patient information
- Provided excellent customer service by addressing inquiries and directing calls appropriately
- Entered and updated client information in company systems with strong attention to detail
- Managed high call volumes while maintaining accuracy and efficiency
Customer Service Representative
Alorica
Omaha, NE
07.2017 - 05.2021
- Answer inbound and/or outbound customer calls regarding products or services
- Resolve customer issues by identifying problems and providing clear solutions
- Document all customer interactions accurately for reporting and follow-up
- Maintain and update customer records in internal systems
- Guide customers through processes, questions, or service concerns
- Provide information about products, services, billing, or policies
- De-escalate upset or frustrated customers with professionalism
- Follow company procedures, scripts, and compliance guidelines
- Identify opportunities to recommend or upsell services when appropriate
- Assisted customers with purchasing mobile devices and services for AT&T, driving sales through product knowledge and customer needs assessment
- Explained phone plans, features, pricing, and promotions to help customers choose the best options
- Processed customer payments securely and accurately, including phone and account bill payments
- Provided support for billing inquiries, account updates, and service-related concerns
- Resolved customer issues by identifying problems and delivering effective solutions
- Maintained accurate records through detailed data entry across multiple systems
- Delivered high-quality customer service while meeting performance and sales goals in a fast-paced call center environment
Customer Service Representative
PCSI
Council Bluffs, IA
09.2006 - 02.2009
- Resolved customer concerns efficiently by identifying issues and implementing effective solutions
- Analyzed client needs and provided tailored recommendations in real time.
- Maintained accurate records through high-volume data entry with strong attention to detail
- Managed and updated customer information across internal systems with consistency and accuracy
- Delivered high-quality customer support by addressing inquiries, resolving issues, and ensuring satisfaction
- Built positive relationships with clients through clear communication and professionalism
- Conducted customer surveys to gather feedback and insights on services and experiences
- Collected and recorded data to support quality improvement and decision-making
- Matched clients with appropriate service providers based on their preferences and needs
- Coordinated connections between clients and specialized consultants to ensure a personalized experience
- Generated and explained insurance quotes for Allstate products based on customer needs
- Assisted clients in understanding coverage options and pricing to support informed decisions
Education
High School Diploma -
Omaha Northwest High School
05.2001
Skills
- Insurance Verification
- Patient Processing
- Patient Registration
- Data Entry
- Billing Cycle
- Claims Appeal Process
- Medical Billing Knowledge
- Third Party Billing
- Medicare
- Medicaid
- HIPPA Compliance
- Document verification
- HIPAA compliance
- Accuracy and precision
- Insurance billing
- Electronic medical records
- Collaborative relationships
- Account maintenance
- Customer relationship management
- Data entry and review
- Patient communication
- Medical billing
- Data review
- Patient confidentiality
- Customer service
- Attention to detail
- Coordination and scheduling
- Coverage and authorizations
- Communication and interpersonal skills
- Data entry proficiency
- Analytical thinking
- Data security and confidentiality
- Eligibility determination
- Data integrity
- Patient rapport
- Data verification
- Team collaboration
- Detail-oriented
- Client engagement
- Phone and email etiquette
- Telemarketing
- Quick-learning
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Inbound and outbound calls
- Verbal communication
- Microsoft office
Timeline
Verification Specialist
EMS
07.2024 - 03.2026
Customer Service Specialist
AnswerPro
06.2021 - 09.2021
Customer Service Representative
Alorica
07.2017 - 05.2021
Customer Service Representative
PCSI
09.2006 - 02.2009
High School Diploma -
Omaha Northwest High School