Hardworking Customer Service Representative with 20+ years of experience working with customer's and patient's. Trained in project and time management with extensive knowledge of customer service and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Responsible for taking inbound calls from Taxpayer's, Power Of Attorney's, Third Party Designee, First Time Filer's and authentacating the caller by asking a varies of questions and performing High Risk Disclosure (additional questions) if the caller does not verify the correct information in the Wage & Investment Division (W&I). Responsible for accessing the Taxpayer's account and updating contact information, checking the status of refunds, checking the status of any request made by the caller and resolving any issues. Responsible for verifying sensitive and personal and financial information. Responsible for explaining what future actions are required to achieve voluntary compliance by computing and/or advising on tax libility and probable assessment of taxes. Responsible going over balance due information and creating an installement agreement for the Taxpayer to start making payments on their balance due. Responsible for transferring the caller to the appropriate department for further assistance. Responsible for amending the Taxpayer's tax return and making the corrections requested the the Taxpayer. Responsible for mail correspondence by creating letters to be sent to the Taxpaer requesting more information. Responsible for responding to a wide range of inquiries involving laws, rules and regulations.
Responsible for taking inbound calls from veteran's, Healthcare provider's staff and screening for authentacation. Responsible for preparing the approval authorization letters to be mailed and faxed to faxed to the Healtcare Provider's and Hospitals. Responsible for receiving the eletronic faxes of the veteran's medical documents and secondary authorzation request from the healthcare provider's and uploading onto the portal. Responsible for referring case's as needed for review to pre-authorization nurse's. Responsible for adding CPT Codes to the authorization and submitting the request for approval to the Veteran's Affair Hospital staff. Responsible for making and receiving referrals from the veteran's primary care physician and ensuring the referrals are complete for regestration, including the veteran's demographics, current health insurance, chief complaint, and primary car phyisician's electronic signature. Responsible for monitoring voice-mails on a regular basis and process telephone pre-authorizations request. Responsible for collecting information concerning the veteran's clinical background and referral needs, providide appopriate clinical information to the specialist. Responsible for following the HIPPA guidelines in handeling patient information.
Responsible for working directly with health insurance companies, healthcare provider's and patients to get a claim processed and paid. Responsible for verifying patient's billing questions. Responsible for collecting and entering claim information. Responsible for preparing the approval authorization letters to be mailed and faxed to the heathcare provider. Responsible for answering patient's questions regarding their responsible portion, co-pays, deductibles, resolve patient complaints or explain why certain servies are not covered. Responsible entering information necessary for the insurance claim, such as patient's insurance ID, diagnosis, treatment codes, modifiers and provider information. Responsible for ensuring the claim information is complete and accurate. Responsible for searching ICD 10 diagnosis codes and CPT treatment codes from online services or using the traditional coding references. Responsible for following HIPPA guidelines inhandeling patient information. Responsible for logging any known issues regarding the patient's health insurance on a spreadsheet and sending it electronically to my assigned clinic based in the state of California. Responsible for receiving, sorting, preparing and distributing incoming/outgoing mail and complying with federal postal rules and regulations in processing outgoing mail and transporting and handling of certified, registered, insured, express and regular mail, able to lift and transport material, packages and equipment weiging up to 70 pounds. Responsible for walking short distances using accessory equipment such as a 2-wheel hand truck. Responsible for prolonged standing. Repsonsible for assisting in providing a special mail service to the department by collecting department metered, stamped and campus mail either at the department or from other bins. Responsible for general data entry to facilities regarding tracking reports. Responsible for assisting in the development of a competent, production and effective mail room staff by priving on-the-job instructions regarding federal postal regulations to new employees, setting priorities when appropriate, enforcing the department policies, and providing feedback regarding emplyees work poerformance as appropriate.
Responsible for receiving inboud calls from patient's, phycian's and phycian's satff whom are placing order's for durable medical equipment. Responsible for patient being a liasion with billing office's, provider's and payer's. Responsible for cordinating the care of all patient's follwing the phycian's orders. Responsible for calling the patien's local branch to assure the equipment is available for delivery. Responisble for manageing the communcation and entire hand-off and care cordination process, including scheduling the patient for the delivery of the durable medical equipment. Responsible for verifying the patient's Cigna insurance coverage to ensure necessary equipment is covered by the patient's insurance provider. Responsible for taking escalated calls from hostile individuals and assuring the issue will be resolved and following the HIPPA guidlines in handling the patient's information.
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