Vivian Thompson
Trainer
Princeton,USA
Summary
Dynamic Trainer with over a decade of experience in delivering innovative problem-solving solutions within the healthcare sector. Expertise in conducting and documenting patient interviews to efficiently gather essential demographic and financial data for registration, insurance verification, precertification, and billing processes. Proven track record of fostering collaboration across diverse departments, including Customer Service, IT, Marketing, and Legal/Compliance, to ensure seamless operations and elevate service delivery. Adept at supporting critical functions across accounting, operations architecture, and HR, with a strong focus on insurance policy modifications, healthcare settlements, regulatory compliance, and financial transactions related to annuities.
Overview
18
18
years of professional experience
Work History
Customer Service Trainer
Globe Life & Accident
10.2022 - Current
- Training on all products and services associated with Customer Service for United American Ins., Liberty National Life, Part D and Globe Life and Accident Ins. Co.
- Conduct training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge both in person and implement department policies outlined by management regarding the handling of policyholder requests.
- Maintain and update intranet site with all necessary information (changes to processes/procedures, new features, changes to existing policies and/or new policies, etc.) utilized by Representatives.
- Professionally handle high-stress situations according to company guidelines.
- Strong people skills with the ability to motivate and promote a good working environment.
- Make updates to the training curriculum as needed and design changes to continuously improve content and effectiveness.
- Monitor and report training progress of new and existing trainees and inform management.
- Maintain access and templates for Customer Service department applications (CSE, Letter Writer, etc.)
- Ability to perform root cause analysis (RCA) of IT application issues for customer service to assist in resolution.
- Provide support and training to other departments (Legal, Retention, etc.) regarding Customer Service IT applications and policy information.
- Completing payroll at the end of the pay periods.
Access Service Clerk II
Baylor Scott & White Hospital
04.2022 - Current
- Conducts and documents patient interviews to obtain demographic and financial data for registration, insurance verification, precertification and billing.
- Knows the patient flow processes in each area.
- Identifies process improvement opportunities that promote team concepts with co-workers while improving revenue cycle functions and the patient experience.
- Interacts on an ongoing basis with other areas and departments to provide appropriate information related to such items as: patient delays, change of schedules Intra-departmentally and interdepartmentally.
- Verifies patient eligibility for insurance coverage and appropriate benefit levels for anticipated services. Calculates and collects patient liability due according to financial clearance policies related to existing and/or bad debt accounts.
- Establishes patient liability and advises patient of deposit requirements per policy. Negotiates payment arrangements with patient where necessary per policy.
- Adheres to compliance regarding order validation, cash policy requirements, government payor requirements and patient safety requirements for appropriate patient identification.
- Proactively accepts new responsibilities as identified by leadership. Performs revenue cycle duties at multiple areas / locations as assigned.
Back Office Specialist
Globe Life & Accident
01.2012 - 10.2022
- Formed training processes for surrender and loans on policies that created 20 additional hours of production each week.
- Created workflow responses to the Department of Insurance, Medicare, Executive and Better Business Bureau complaints.
- Executed special projects such as testing, QA and various tasks for different departments.
- Reconciled financial accounts to ensure accuracy in Lawson, Mobius and Tricinet.
- Served as corporate liaison for finance, IT and marketing departments.
- Increased customer service success rates by 12% implementing 1st call resolution strategies.
- Employed method for inbound mail to increase response time by 48 production hours per month.
Customer Service Lead
Globe Life & Accident
10.2007 - 01.2012
- Took incoming and outgoing phone calls on an average of 190 calls daily.
- Trained incoming phone reps on UA, Globe, Liberty National and Medicare Part D calls.
- Assisted customers with Medicare Part D Information such as looking up covered medications and providing copayment amounts.
- Quoted benefits for Medicare Supplement policies to providers and insureds.
Education
High School -
Salina Central High
Salina, KS06.2001
Skills
- Experienced in document creation using Microsoft Word
- Excel proficiency
- Proficient in mainframe operations
- Online customer support
- Experience with Lawson systems
- Mobius and Tricinet knowledge
- Quality assurance in call monitoring
- Proficient in delegating responsibilities
- Employee training
- Effective coaching methods
- New employee training coordination
- Prioritization and scheduling
- Effective problem resolution
- Cross-functional teamwork
- Proficient in handling multiple priorities
- Trustworthy execution
- Strong verbal communication
- Logical evaluation
- Strong verbal communication
- Attentive listening
- Informed decision-making
- Strong written communication skills
- Effective team cohesion
- Documentation management
Languages
English
Full Professional
Timeline
Customer Service Trainer
Globe Life & Accident
10.2022 - Current
Access Service Clerk II
Baylor Scott & White Hospital
04.2022 - Current
Back Office Specialist
Globe Life & Accident
01.2012 - 10.2022
Customer Service Lead
Globe Life & Accident
10.2007 - 01.2012
High School -
Salina Central High