Vanessa Fluellen

Off-Queue Mail Assistant Tasks

• Assist with Inbound mail: Processed inbound mail by accurately attaching documents to income verification cases, faxing claims and reimbursement forms to vendor, and routing miscellaneous documents to the appropriate departments.
• Assist with AGS: Managed outbound mail data by importing records into Microsoft Excel, verifying accuracy, and removing duplicates before securely transmitting finalized files to the external vendor.
• Return to sender: Maintained RTS records by entering patient information into Excel and conducting outbound calls to verify and update mailing addresses for accuracy.
• Merge: Processed and finalized donor receipts by using Microsoft Excel and Word, ensuring accurate documentation and timely completion.
• Off-queue Disenrollment Support: Reviewed and approved disenrollment requests by verifying patient accounts and eligibility criteria, including income limits and deceased status.
• Inbound Income verification calls: Provided customer support by explaining the income verification process, reviewing application decisions based on verified 1040 tax forms, assisting with reinstatement requests for disenrolled grants, and educating callers on acceptable tax documentation and alternative submission requirements.
• Inbound Enrollment calls: Communicated with patients, caregivers, pharmacies, and provider offices to support enrollment into disease funds or waitlists, verified ICD-10 codes for coverage eligibility, guided applicants through the application process.

• Engaged with patients and provided high level of service by carefully explaining details about enrollment information
• Communicated with Pharmacies and HealthCare providers and caregivers to enroll patients to a disease fund
• Interacted with patients to communicate grant balances, eligibility start and end dates, enhancing transparency.
• Renewed grants for patients prior to eligibility end dates.
• Processed second grants for patients
• Would enroll patients into the disease fund waiting list when funds were not available
• Researched alternative organizations to assist patients when funds were unavailable, ensuring continued support.
• Documented call details promptly after each patient interaction to maintain accurate records

• Sought solutions before transferring calls to ensure customer needs were addressed promptly
• Determine which team to transfer the call to
• Take new patients' information and referrals from the doctor's office, adjusters, or the patient
• Answer important emails from Doctor's office or adjusters
• Request RX from doctor's office
• Supported data entry department to ensure accurate records
• Sorted and prioritized emails for efficient processing
• Collaborated with team members to support achievement of departmental goals
• Demonstrated strong communication skills in interactions
• Maintained a proactive approach to daily tasks
• Documented customer conversations to track requests and resolutions for improved service