Vivian Moore
Customer Service Supervisor
LITHONIA,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Patient Access Eligibility Representative
Cigna/Accredo Specialty Pharmacy
Warrendale, PA
10.2022 - Current
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Providing excellent customer service by promptly answering patient inquiries.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Addressed bad debts in line with set protocols.
- Resolved patient billing issues in line with established guidelines.
- Educated patients on importance of preventive health care and insurance coverage.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Resolved customer complaints using established follow-up procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Facilitated communication between patients and various departments and staff.
- Engaged with patients to provide critical information.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Followed document protocols to safeguard confidentiality of patient records.
- Verified patient insurance eligibility and entered patient information into system.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Responded to inquiries by directing calls to appropriate personnel.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Provided excellent customer service to patients and medical staff.
Customer Service Manager
RDS Inc
Stone Mountain, GA
02.2014 - 10.2022
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Took ownership of customer issues and followed problems through to resolution.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Kept accurate records to document customer service actions and discussions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Researched and corrected customer concerns to promote company loyalty.
- Developed and offered unique discount options to drive interest in new product lines.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
Education
MBA - Business Administration And Management
Kaplan University
Davenport, IA05.2011
Skills
- Diagnostic Codes
- Medical Terminology
- Demographics Information
- Eligibility Determinations
- Patient Registration
- Team Leadership
- Determination Rendering
- Customer Satisfaction
- Electronic Health Records Systems
- Insurance Company Knowledge
- Complaint Processing
- Operational Requirements
- Insurance Billing
- Patient Contact
- Business Management Principles
- Patient Information Management
- Program Eligibility
- Claims Handling and Coverage Verification
- Medical History Documentation
- Computerized Maintenance Management Systems
- Investigate Complaints
- Operational Efficiency
- Spreadsheet Tracking
Timeline
Patient Access Eligibility Representative
Cigna/Accredo Specialty Pharmacy
10.2022 - Current
Customer Service Manager
RDS Inc
02.2014 - 10.2022
MBA - Business Administration And Management
Kaplan University
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