Vickie Lucas

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.

• Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
• Answered patient assistance calls, assessed needs, and offered qualified support.
• Maintained clean and safe environment to promote patient safety and comfort.
• Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
• Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
• Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
• Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
• Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.

• Prepared and mailed invoices to customers, processed payments and documented account updates.
• Reconciled accounts receivable ledger to verify payments and resolve variances.
• Managed and responded to correspondence and inquiries from customers and vendors.
• Completed bi-weekly payroll for company employees.
• Schedule RN Nurse's, Speech Therapist, Physical Therapist, Occupational Therapist
• Orientation for New Employees
• Tracked business revenue and expenditures and reconciled accounts to maintain high accuracy.
• Investigated daily variances and corrected errors to resolve discrepancies.
• Processed bill reminders and consulted with third-party collection agency to resolve past-due customer accounts.

• Reviewed statistic enrollment data and prepared reports.
• Communicated effectively via telephone, email and in person with prospective customers.
• Updated, entered and reviewed customer data.
• Finalized and processed enrollment applications.
• Reached out to applicants via calls, texts, emails and social media.
• Created and followed call scripts and flows to maximize effectiveness.
• Remained impartial in order to advise clients based on circumstances.
• Conducted annual reviews of existing policies to update information.
• Met with customers to provide information about available products and policies.
• Managed 50 customer calls per day

• Accurately inputted all patient and insurance information into company's computer system using Patient Plus.
• Determined appropriateness of payers to protect organization and minimize risk.
• Verified client information by analyzing existing evidence on file.
• Reviewed 40 patient cases per week and verified insurance coverage information.
• Made contact with insurance carriers to discuss policies and individual patient benefits.
• Assured timely verification of insurance benefits prior to patient procedures or appointments.
• Received, recorded and addressed incoming and outgoing communication via telephone and email.
• Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
• Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.

Organized files, developed spreadsheets, faxed reports and scanned documents.

• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
• Entered and sorted data accurately after establishing data entry priorities and procedures.
  
• Organized incoming and outgoing file movements in efficient and accurate manner
• Processed incoming payments and outgoing refunds each
• Screening Data for correct reason for payment on claim
• Utilized talents and expertise to complete on-time and accurate monthly closing processes, journal entries and accruals.
• Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
• Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
• Handled 150 cases per day

• Conducted annual reviews of existing policies to update information
• Tracked progress of all outstanding insurance claims
• Evaluated accuracy and quality of data entered into agency management system
• Addressed average of 450 customer inquiries and complaints each week

• Manage Charge reconciliation inventory for multiple specialties
• Provided data review and audits. Task manager daily reporting to assist team lead
• Utilized CPT codes to complete billing revenue projects
• Perform duties related to Charge Entry and EOB posting
• Participated in training workshops to include MUO, Radiology Duplicate, Cardiology Charge Entry, NPD,
• Labs, EKG Charge Entry, GZ Modifiers
• Achieve and exceed departmental productivity and quality metrics.
  Searched for reason for denial of claims
• Managed 150 cases per day
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

• Worked with applicant's Medicare applications written by Insurance Agents checking to see if application was filled out correctly
• Insured no information was missing off of application. If information was missing then send it to appropriate department for corrections
• Completed claims insuring information was correct, if claims were not corrected then extra research would have to be done for approval
• Made outbound calls as well as taking inbound calls.
  
• Documented plans, findings and results and submitted to employers and insurance carriers
• Determined and coordinated appropriate level of care to meet individual patient needs
• Managed 50 cases per day

• Assigned work in queues, Inbound, Outbound, Fax Failed
• Work accounts for patient's who used CPAP machines, Nebulizer, O2 Concentrators
• Insured accounts were Quality Audited appropriately for payment, if not calls to doctor about account for reasoning of no signed-paperwork were made
• Left off date's, left off drug, put down wrong Drug, call to see when patient was last seen, if patient has follow up appointments
• Called patient to let them know it was getting close for them to be re-certified for their machine, have seen doctor, is there any problems with equipment or need new supplies
• Had to make so many calls day for accounts. Main purpose that patient's were happy with there machine or supplies, keeping them happy. Answered average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.