CSR | VOB | Telephone Interviewer | Depts. Collection

• Handled inbound and outbound customer calls to provide assistance, resolve issues, and deliver exceptional service. • Demonstrated strong product knowledge and effectively communicated information to customers. • Managed customer inquiries such as benefits & coverage, prior authorization status, appointment schedule (transportation and Dr. appointment), complaints (claim, Appeals and Grievance Medical and Prescription Drug Request denials) , and related requests professionally and empathetically. • Utilized CRM software (Maestro) to accurately document customer interactions and maintain records. Met and exceeded performance targets, including call quality, customer satisfaction, and KPI’s metric.

• Responsible for verifying insurance coverage and eligibility for INR home testing patients using CRM software (Sales Force & Patient Connect) to document customer interactions and maintain records accurately. • Contact insurance companies to verify patient benefits and file pre-authorizations if needed. • Process supply orders and maintain accurate patient information such as New Enrolment, Insurance Change, and Reactivation. • Gather necessary medical records, prescriptions and perform other related duties. • PA follow-up, re-authorization, Retro Auth, modification of authorization via phone call, and review correspondence documents.

• Conducted collection calls to customers for overdue accounts, negotiated payment arrangements, and resolved billing disputes. • Prepared and maintained accurate records of customer interactions and collection efforts. • Collaborated with internal teams to resolve complex customer issues and ensure timely resolution. • Achieved collection targets and maintained a high level of professionalism and customer service. • Implemented effective strategies to reduce outstanding debts and improve collection rates.