Yvette Robinson

Support Call Center Representatives with researching claim denials, prior authorizations, provider disputes/appeals. Assist with the processing member reimbursements. Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. Provided coaching and mentoring to new hires, contributing to their successful integration into the team. Analyzed customer service metrics to identify trends and develop strategies for improvement.

Receive inbounds calls for Radiology billing to update patients insurance information, demographics. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Assist with the Medicare Supplemental line of business.

• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Claim researching, denial for coding, invalid NPI, TIN.
• Billing issues for Accounts Receivable and Payable.
• Processing bill payments for members.
• Reprocessing claim with correct coding per coding procedures.