Tracy Fidd

• Trained multiple team members on call handling and front line facing of patients; while providing positive feedback to improve patient satisfaction. I also contributed to training as a Super User.
• Identified and recommended changes to staffing needs such as staggering PSA schedules and reciprocating covering shifts due to call offs.
• Developed positive relationships and interactions with patients, co-workers, care team members and facilities personnel.
• Identified strengths of other PSAs and utilized their knowledge to improve my skills and others in completing tasks.
• Recommended eliminating the check in document as the majority of providers verify during intake. This would save time and money.

My responsibilities included managing the Flex Department mailbox, answering inquiries and providing information to their members. I answered telephone inquiries regarding claims status, how to file a claim, provide login assistance and explain how their employee benefits worked. I was also responsible for manipulating a weekly spreadsheet from an insurance carrier in order to get it prepared for processing. I processed claims on a daily basis that were received by fax, mail, email and electronically. I called medical providers to provide proof of payment. My duties also included processing HIPAA forms and Direct Deposit Authorizations.

• Identified and recommended changes to existing processes to improve accuracy, efficiency and responsiveness of customer service.
• Interacted with customers, vendors, contractors and professional services personnel to determine need for emergency repair and/or cleaning, direct activities and communicate instructions.
• Performed general office duties, including answering a high volume of phone calls and emails.
• Delivered exceptional customer service to policyholders by communicating important information and patiently listening to all issues.
• Scheduled home inspections for property damage with a field adjuster, and subsequently reviewed and settled claims per inspection report and estimate.