Verronnica Foster
Starke,FL
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, as demonstrated at Florida Blue. Expert in HIPAA regulations and proficient in Microsoft Office Suite, I excel in problem-solving and multitasking. Recognized for superior complaint resolution skills, I significantly contribute to efficient call center operations and positive client outcomes.
Overview
19
19
years of professional experience
Work History
Customer Service Advocate
Florida Blue
Jacksonville , FL
03.2020 - Current
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Managed incoming calls from customers in a professional manner.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.
Authorization Specialist/Medical Billing
Physical Therapy Services of Brooksville
Brooksville, FL
11.2015 - 04.2019
- Obtaining insurance information for review to determine if authorization was required
- Calculate patient cost share properly and designated in the billing systems
- Follow up with claims and denials
- Ensuring that claims were being processed efficiently and in a timely manner
- Collections of past due balances from a wide variety of insurance companies
- Updating website and provider portal information to ensure fast and effective access to claims, benefits and more
- Ensuring that State and Federal as well as local statutes and guidelines were followed
- Utilization management to ensure that services were authorized for payment and continued care
Customer Service Representative
InkTel
Jacksonville, FL
11.2014 - 11.2015
- Quickly and effectively resolve customer issues and complaints using natural friendliness and superior interpersonal and customer service skills
- Accurately document all inquiries and complaints
- Provide feedback to upper management
- Recognized for consistently meeting and exceeding call volumes
Event Planner Assistant
E&B Event Planning
Brooksville, FL
06.2010 - 09.2014
- Responsible for coordinating events, including planning menus, booking musicians, assembling decorations, ordering flowers, hiring bartenders and ensuring event runs smoothly
Admissions Specialist/Office Manager
Springbrook Hospital
Brooksville, FL
08.2005 - 03.2010
- Assisted in providing quality care for the psychiatric client within the therapeutic rehabilitation environment
- Supervised and assisted clients in the performance of ADL's; to maximize their own independence
- Maintained therapeutic interactions with clients demonstrating positive interactions to rehabilitation, good judgment, respect and maturity
- Screened all clients for eligibility criteria
- Assisted in the care and treatment of inpatient clients on a crisis’s emergency basis
- Reviewed patient admission data and clinical documentation to ensure compliance with county and state regulations
- Assessed records for appropriate level of care and treatment, aftercare, and discharge planning
- Provided training and information about utilization requirements to clinical, supervisory, and management staff; participated with departmental staff in utilization and quality improvement meetings and projects; prepared memorandum, letters, correspondence and comprehensive daily patient status summaries; and participate in state and federal audits of programs to ensure agency compliance on utilization review regulations
Education
Psychology -
Pasco-Hernando Community College
01.2007
Skills
- Microsoft Office Suite
- Heavy Inbound/Outbound Calls
- Patient Scheduling
- HIPAA Regulations
- Attention to Details
- Orthopedic Experience
- Multi-tasking
- Medical Terminology
- CPT-4 and ICD-9 Coding
- Email management
- Escalation management
- Report preparation
- Report creation
- Call center operations
- Data collection
- Problem-solving
- Live chat support
- Staff education and training
- Administrative support
- Complaint resolution
Jobskills
- Microsoft Office Suite
- Heavy Inbound/Outbound Calls
- Patient Scheduling
- HIPAA Regulations
- Attention to Details
- Orthopedic Experience
- Multi-tasking
- Medical Terminology
- CPT-4 and ICD-9 Coding
References
References available upon request.
Timeline
Customer Service Advocate
Florida Blue
03.2020 - Current
Authorization Specialist/Medical Billing
Physical Therapy Services of Brooksville
11.2015 - 04.2019
Customer Service Representative
InkTel
11.2014 - 11.2015
Event Planner Assistant
E&B Event Planning
06.2010 - 09.2014
Admissions Specialist/Office Manager
Springbrook Hospital
08.2005 - 03.2010
Psychology -
Pasco-Hernando Community College