Xavier Skinner
Indianapolis,IN
Summary
Professional with strong foundation in authorization processes, keen attention to detail, and commitment to operational excellence. Known for reliability and adaptability, effectively collaborating with team members to meet organizational goals. Proficient in data management, regulatory compliance, and customer service.
Overview
16
16
years of professional experience
Work History
Authorization Representative II
Elevance Health
02.2024 - Current
- Responsible for the administration of prior authorizations requests for patients whose health plan requires drug prior authorizations for different therapy types
- Reviews accuracy and completeness of prior authorization information requested and ensures supporting documents are present and meet company set standards
- Assists with the completion of medical necessity documentation to expedite approvals and ensures that appropriate follow up is performed
- Collaborates with other departments to assist in obtaining prior authorizations/appeals
- Document insurance company interactions and all prior authorization information in system
- Reviews insurance denials and submit appeals as permitted by payor.
- Maintained up-to-date knowledge of insurance policies and procedures to effectively communicate requirements to patients.
- Collaborated with healthcare providers to ensure accurate and timely submission of authorization requests, resulting in reduced claim denials.
Client Service Representative
Capital Group
09.2022 - 01.2024
- As a Client Services Representatives, I take high-volume inbound phone calls from shareholders, financial professionals, and internal colleagues
- I help callers feel comfortable and supported while they are making significant financial decisions
- I relay complex, ever-changing information about mutual funds and financial service regulations
- I build trust in these interactions by learning new concepts and researching information in real-time to provide solutions
- Helped large volume of customers every day with cheerful outlook and focus on customer satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Utilized active listening skills to identify customer needs and provide appropriate solutions
- Maintained and managed customer files and databases
- Coordinated with operations staff to resolve service problems and boost client satisfaction
- Communicated with clients regarding account services, statements, and balances
- Maintained accurate record-keeping with initiative-taking attention to client information updates
- Educated clients on account services and resolved client inquiries regarding statement information and account balances
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process
- Collaborated with other departments to develop ways to increase customer satisfaction
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards
- Exhibited high energy and professionalism when dealing with clients and staff
- Met customer call guidelines for service levels, handle time and productivity
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Promptly responded to inquiries and requests from prospective customers
- Maintained up-to-date knowledge of product and service changes
- Educated customers about billing, payment processing and support policies and procedures
Census Biller
Med Script Pharmacy
02.2021 - 10.2022
- Ensured census updates reported are processed timely and accurately, charges are entered timely and accurately, and that all necessary procedures are completed prior to invoicing, and statements are finalized, in accordance with contract and Med script’s Client Billing Services Policies and Procedures
- Researched and resolved billing discrepancies to enable accurate billing
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction
- Provided excellent customer service, developing, and maintaining client relationships
- Monitored customer accounts to identify and rectify billing issues
- Worked with multiple departments to check proper billing information
- Processed and verified invoices to secure accuracy of billing information
- Identified, researched, and resolved billing variances to maintain system accuracy and currency
- Collaborated effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments
- Developed and maintained billing procedures to make timely payments
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Reviewed and reconciled customer accounts to manage accuracy of payments
- Prepared and submitted monthly billing reports to management for financial overview
- Identified payment trends and adjusted billing processes accordingly to retain customers
- Generated monthly invoices for customers in multiple formats to provide transparency
- Managed account payments and provided information regarding outstanding balances
- Audited and corrected billing and posting documents for accuracy
- Responded to customer concerns and questions on daily basis
- Used data entry skills to accurately document and input statements
- Monitored outstanding invoices and performed collections duties
- Collaborated with customers to resolve disputes
- Maintained accurate records of customer payments
- Utilized various software programs to process customer payments
- Processed payment via telephone and in person with focus on accuracy and efficiency
- Generated monthly billing and posting reports for management review
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer, or bank draft
- Reconciled accounts receivable to general ledger.
- Checked insurance eligibility by making appropriate phone calls and conducting research on services rendered.
- Reduced billing errors by implementing strict policies and systematic procedures.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
Census Billing Specialist
Alixa RX
02.2022 - 09.2022
- Ensured census updates reported are processed timely and accurately, charges are entered timely and accurately, and that all necessary procedures are completed prior to invoicing, and statements are finalized, in accordance with contract and Alexa Client Billing Services Policies and Procedures
- Researched and resolved billing discrepancies to enable accurate billing
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction
- Worked with multiple departments to check proper billing information
- Processed and verified invoices to secure accuracy of billing information
- Collaborated effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments
- Identified, researched, and resolved billing variances to maintain system accuracy and currency
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
- Developed and maintained billing procedures to make timely payments
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Reviewed and reconciled customer accounts to manage accuracy of payments
- Responded to customer concerns and questions on daily basis
- Audited and corrected billing and posting documents for accuracy
- Used data entry skills to accurately document and input statements
- Managed account payments and provided information regarding outstanding balances
- Monitored outstanding invoices and performed collections duties
- Collaborated with customers to resolve disputes
- Maintained accurate records of customer payments
- Utilized various software programs to process customer payments
- Processed payment via telephone and in person with focus on accuracy and efficiency
- Generated monthly billing and posting reports for management review.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
Customer Resolution Team Leader
Accredo
05.2018 - 09.2021
- Promoting a right first-time culture within the Customer Resolution Team
- Developing the Customer Resolution Team's service offer so that customers are assisted with a wider range of enquiries in a responsive and high-quality way
- Regularly identifying and sharing emerging customer concerns and priorities from complaints and other insight Supporting the development of increased customer self-serve options and additional communication channels for customers including social media, text updates and web chat
- Being responsive and helpful to customers who have raised issues in complaints and other feedback
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Supervised team members to confirm compliance with set procedures and quality requirements
- Built strong relationships with customers through cheerful outlook and attentive response
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Collaborated with team to identify areas of improvement and devised solutions based on findings
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Promoted high standards through personal example to help each member understand expected behaviors and standards
- Mentored and guided employees to foster proper completion of assigned duties
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Held weekly team meetings to inform team members on company news and updates
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures
- Collected, arranged, and input information into database system
- Evaluated customer needs and feedback to drive product and service improvements
- Educated staff on organizational mission and goals to help employees achieve success
- Helped meet changing demands by recommending improvements to business systems or procedures.
Project Coordinator
Lowe's Companies. Inc
08.2016 - 05.2018
- Ensures Projects follow a consistent predetermined work flow established for their department Contacts homeowners to initiate product delivery for the project as well as schedule necessary appointments Ensures permits are obtained for applicable jobs/projects Ability to remotely accesses store systems to support refund/rebels activities and track material orders as necessary Maintains accurate record of all interaction and occurrences in relation to the customer's project through status updates and comments in project tool Coordinates installation schedules with Installers and validates with Homeowners Resolves customer issues; understands the appropriate time to escalate the issues to their respective department manager Ability to manage multiple calls and/or tasks and the ability to work in a fast paced environment Ability to handle homeowner questions, manage homeowner expectations and efficiently work multiple projects to completion
- Ability to efficiently use order management, the project tool, and SOS orders
- Ability to efficiently use remote dial - in to gain access to store systems
- Maintain professional phone etiquette
- Prioritized needs and delegated assignments to manage multiple projects simultaneously
- Assessed, monitored, and reported on work progression
- Updated and distributed weekly project schedules and milestones
- Collaborated with cross-functional teams to draft project schedules and plans
- Oversaw adherence to project timelines and budget constraints
- Set project goals and schedule with owners and team members
- Produced status reports for customers and senior management
- Managed work streams for both routine and special projects simultaneously
- Prepared presentations for customers and staff members detailing project scope, progress, and results
- Consulted with project managers to evaluate project scope and define milestones and deadlines
- Coordinating with departments leads to identifying and outlining solutions to client-specified challenges
- Discussed proposals with interested parties such as vendors, contractors and facility review boards
- Monitored and coordinated budget management, venue selection, transportation, and entertainment for corporate events
- Kept projects on schedule by managing deadlines and adjusting workflows
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments
- Managed competing demands and professionally adapted to frequent change, delays, and unexpected events
- Maintained database and spreadsheets with accurate inventory and status
- Tracked hours and expenses to keep project on task and within budgetary parameters
- Prepared meeting agendas and minutes for distribution and record keeping
- Created job files for each project and maintained current data in each file
- Kept corporate and client information confidential, adhering to data safety measures
- Established rapport and engaged with stakeholders to build lasting professional relationships
- Assisted with onboarding newly hired staff members and coached on task prioritization
- Responded to requests for information on materials to inquiring parties
- Provided input and feedback on departmental initiatives, directives, and strategies to contribute to project success
- Photocopied, distributed, and emailed documents to project managers
- Monitored project progress, identified risks, and took corrective action as needed
- Maintained open communication by presenting regular updates on project status to customers
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules, and conflicts
- Reported regularly to managers on project budget, progress, and technical problems
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
Pharmacy Technician
Department of Veterans Affairs
09.2014 - 08.2016
- Assisting patients by setting up delivery of their medication Completing work in a timely manner using the computer to enter and retrieving information Providing customer service
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions
- Created new customer profiles and updated changes such as demographics, allergies, and new medications in pharmacy computer systems
- Teamed with peers, technicians, and pharmacists to prioritize and complete orders
- Interpreted and processed medication orders under supervision of pharmacist
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory
- Refilled medications offered insight into over-the-counter products and verified insurance benefits
- Answered incoming phone calls and addressed questions from customers and healthcare providers
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy
- Solved customer problems in-person or over telephone by aiding with placing orders, navigating systems, and locating items
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency, and service quality
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
Patient Care Coordinator II
CuraScript Specialty Pharmacy
10.2011 - 08.2014
- Assisting patients by setting up delivery of their specialty medication Completing work in a timely manner Using the computer to enter and retrieving information Providing customer service Control inventory Order entry Data entry Completing work in a timely manner
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures
- Maintained confidentiality of patient data and condition to safeguard health information
- Upheld confidentiality requirements and regulatory compliance guidelines
- Collaborated closely with patients to deliver excellent and direct individualized patient care
- Delivered excellent patient experiences and direct care
- Functioned as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining important levels of communication
- Collaborated with patients to schedule tests and procedures
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services
- Provided support and guidance to patients and families to navigate healthcare systems
- Monitored patient health records for accuracy to meet compliance with healthcare guidelines
- Coordinated transportation to get patients to and from medical appointments
- Organized discharge planning for home care and rehabilitation care stays to ease patients' transition from hospital
- Assisted patients with coordinating long-term care for chronic conditions to support and manage illnesses
- Performed as subject matter expert for case management processes
- Supported patients with necessary care during end-of-life phases by coordinating hospice care
- Verified patient insurance eligibility and entered patient information into system
- Provided excellent customer service to patients and medical staff
- Answered incoming calls, scheduled appointments, and filed medical records
- Greeted and assisted patients with check-in procedures
- Processed payments using cash and credit cards, maintaining accurate records of transactions
- Facilitated communication between patients and various departments and staff
- Followed document protocols to safeguard confidentiality of patient records.
Pharmacy Technician
Target
11.2009 - 11.2011
- Providing medication and other healthcare products to patients providing customer service Control inventory Order entry Data entry providing direct customer service Completing work in a timely manner two
- Answered incoming phone calls and addressed questions from customers and healthcare providers
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy
- Solved customer problems in-person or over telephone by aiding with placing orders, navigating systems, and locating items
- Stocked, labeled, and inventoried medication to keep accurate records
- Counted and labeled prescriptions with correct item and quantity
- Entered and processed patients' prescriptions into internal system
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency, and service quality
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality
- Collected co-payments or full payments from customers
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists
- Maintained proper drug storage procedures, registries, and records for controlled drugs
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments
- Counted, measured, and compounded medications following standard procedures
- Counted, measured, and compounded medications following standard procedures
- Counseled customers on medications, appropriate dosage, and potential side effects
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need
- Resolved third-party billing, computer system and customer service issues
- Set up and modified patient profiles to include current medications and insurance details
- Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products
- Managed opening and closing duties for pharmacy
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient
- Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead
- Developed and implemented improvements to pharmacy organization system
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies
- Consulted with other pharmacies to eliminate issues related to product expiration.
Pharmacy Customer Advocate
CuraScript WellPoint Precision Rx Specialty Solutions
09.2008 - 11.2009
- Assisting patients by setting up delivery of their specialty medication Completing work in a timely manner using the computer to enter and retrieving information providing customer service
- Managed difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries, and providing product information
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns
- Listened to customers in actively to assess issues and provide accurate information
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction
- Documented customer concerns and inquiry resolutions in internal computer system
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries
- Researched and resolved account and service problems with friendly, knowledgeable support
- Contacted outside providers on behalf of customers to help solve problems
- Evaluated customer service standards, policies, and procedures to verify customer service goal achievement
- Generated detailed reports to track customer service metrics and overall customer satisfaction
- Monitored customer service performance to enforce quality and accuracy standards
- Developed comprehensive training materials and conducted training sessions for customer service agents
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly
- Exhibited high energy and professionalism when dealing with clients and staff
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Delivered prompt service to prioritize customer needs
- Met customer call guidelines for service levels, handle time and productivity
- Maintained up-to-date knowledge of product and service changes
- Responded proactively and positively to rapid change
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Followed up with customers about resolved issues to maintain high standards of customer service
- Educated customers about billing, payment processing and support policies and procedures
- Provided excellent customer care by responding to requests, assisting with product selection, and managing ordering functions
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Promptly responded to inquiries and requests from prospective customers
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Trained new personnel regarding company operations, policies, and services
- Managed timely and effective replacement of damaged or missing products
- Sought ways to improve processes and services provided
- Promoted available products and services to customers during service, account management, and order calls
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Certificate - Pharmacy Technician
Indiana University, Purdue University Indianapolis
Indianapolis, INSkills
- HIPAA compliance
- Claims processing
- Medical terminology
- Data entry proficiency
- Follow-up skills
- Documentation expertise
- Authorizations
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
Timeline
Authorization Representative II
Elevance Health
02.2024 - Current
Client Service Representative
Capital Group
09.2022 - 01.2024
Census Billing Specialist
Alixa RX
02.2022 - 09.2022
Census Biller
Med Script Pharmacy
02.2021 - 10.2022
Customer Resolution Team Leader
Accredo
05.2018 - 09.2021
Project Coordinator
Lowe's Companies. Inc
08.2016 - 05.2018
Pharmacy Technician
Department of Veterans Affairs
09.2014 - 08.2016
Patient Care Coordinator II
CuraScript Specialty Pharmacy
10.2011 - 08.2014
Pharmacy Technician
Target
11.2009 - 11.2011
Pharmacy Customer Advocate
CuraScript WellPoint Precision Rx Specialty Solutions
09.2008 - 11.2009
Certificate - Pharmacy Technician
Indiana University, Purdue University Indianapolis
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