Yuleiza Montes

- Responded to all client inquiries regarding updated status of order(s), by e-mail or phone, depending upon the client’s preference and/or the time-sensitivity of the order

- Averaged from about 90 to 350 touches on emails, rejections and escalations per day

- Lead the team and train new hires on behalf of the Supervisor, when the Supervisor is out of the office

- Proactively contact clients by e-mail/phone and provide a clear explanation of any delays to orders and the reason(s) for the delay and coordinate with client on any additional information needed

- Review all Certificates of No Records for validity and completion prior to routing to Billing

- Review all Cancellations and/or Case Settled orders for appropriate closing statement prior to routing to Billing

- Review all work orders received from the Retrieval Department for reason of Facility Non-Compliance and ensure that all procedures were followed to allow closure, prior to routing to Billing

- Perform internet research as needed to locate working phone/fax numbers or a physical address for business entities you are asked to contact per client request, or to offer the ordering client options for various entities they may want to Subpoena

- Monitoring of Work In Progress for new and sensitive client orders, utilizing all Reporting tools such as ABI Pro

Dedicated to cultivating, maintaining, and enhancing an organization's relationships with its clients

- Ensuring that clients feel valued and understood, which is crucial for fostering long-term loyalty and satisfaction

- Record and communicate client onboarding or billing issues with management regularly

- Collecting medical records from health care providers, such as a physician's office or hospital, employment records, insurance records and then performing data entry services to place the relevant information in a secure database

- Averages from 80 to 200 emails and/or calls per day to employers, healthcare providers and educational institutions

- Ensure secure remote access for our clients such as an attorney, paralegal and legal assistant to view and obtain records needed

- Make contact with different facilities and employers to request records

- Coordinated with other departments to ensure efficient workflow processes

- Participated in ongoing training and compliance activities

- Maintained positive working relationship with fellow staff and management

- Identified needs of customers promptly and efficiently

- Provided and educated our members on their benefits and accurately answer any questions that may arise during phone conversations

- Served as a Team Leader

- Delegated with the Supervisor and the team on handling workloads.

- Interacting by phone with providers and members to provide information in response to inquiries, concerns, and questions about insurance coverage and products Healthfirst offers

- Following-up on inquiries and complaints that have not been resolved

- Interacts with customers to provide information in response to inquiries about products and services

- Perform research on billing inquires and claims to provide payments and refunds

- Acts as a liaison between various departments to address concerns

- Identify, research, and resolve customer issues using the computer system

- Research member/provider billing and claims issues

- Handle and resolve customers complaints

- Ability to perform in a fast paced, changing environment

- Serves as liaison between the customer and various departments

- Demonstrates the ability to perform in a highly metric driven environment, maintaining minimum quality scores or better