Floreese Feaster Email & Phone Number

Hub Operations

• Collect and review all patient insurance benefit information from the payer to the degree authorized by the standard operating procedures (SOP) of the program.• Provide exceptional customer service to all internal team members; resolve any requests in a timely and accurate manner; escalate issues accordingly.• Maintain frequent phone contact with assigned payers.• Report any reimbursement trends/delays to supervisor.• Coordinate with inter-departmental associates, as necessary.• Communicate effectively to payers to ensure accurate and timely benefit investigations.• Work on problems of moderate scope where analysis of data requires a review of a variety of factors. Exercise judgement within defined standard operating procedures to determine appropriate action.• Show understanding of ICD-9 and ICD-10 Procedure codes.• Achieve or exceed daily and weekly performance targets for BV completion.• Participate in special projects and perform other duties as required.

Hub Operations

• Collaborated and supported Team Supervisors to monitor agents who were conducting outbound calls in accordance with the program’s requirements.• Demonstrated ability to be a proactive problem-solver, by recognizing an issue, analyzing it and providing a resolution.• Primarily responsible for evaluating the performance of the team to ensure compliance with the expectations of the client. • Collaborated with internal and external stakeholders to create and deliver system and process oriented training content to support ongoing project needs.• Improved team performance through proficiency with various technology and systems resources.• Performed a range of duties to maximize productivity and quality patient care.• Assisted in monitoring outbound calls, within multiple programs as needed to ensure quality, customer service and adherence to policies and procedures of the organization.• Provided HIPAA training, Program trainings and ensured compliance (as needed)• Provided trending reports using spreadsheets and Tableau to demonstrate impact from coaching and training.• Recorded evaluations utilizing departmental quality monitoring system.• Delivered coaching feedback to agents on call performance.• Evaluated team performance through frequent monitoring and coaching to improve productivity and success on the program.• Assisted in the creating and structure of the credentialing processes as well as credentialed new and returning agents before they entered the live production environment.

Hub Operations

• Accessed incoming referrals to ensure requirements were met before creating and/or editing patient’s record in the database.• Notified Account Case Executive to obtain missing information to complete the patient enrollment into database system.• Created and/or edited patient’s record in the database system by accurately inputting demographics, insurance information and prescription from incoming via facsimile or a prescriber portal (digital submission).• Faxed received notification fax to providers to validate receipt of patient’s enrollment into the program.• Attached incoming facsimile images to a new or existing patient record.• Responsible for the timely verification of medical insurance benefits• Captured and filed data in a timely and accurate manner.• Called private insurance companies, Medicare IVR and Medicaid to obtain benefit information and coordination of benefits.• Using facsimile, notified provider with summary of benefits of services requested.• Documented any notice of product complaint or adverse events as described in the SOP.

Charlotte, North Carolina, United States

• Transported medical specimens while adhering to the safety and regulatory guidelines to labs, hospitals, clinics, and other healthcare facilities.• Utilized high level of attention to detail, demonstrated the ability to handle and maintain sensitive information.• Displayed excellent time management skills, by mapping out destinations for best routes to ensure timely delivery.

Charlotte, North Carolina, United States

• Performed insurance coordination of benefits, eligibility, and coverage by contacting private and government insurance companies.• Reviewed and confirmed insurance benefits and coverage for accuracy in database management system.• Inquired about prior authorizations requirements, predetermination requirements and availability as well as step therapy requirements.• Captured any prior authorization information already on file for the clinic or the provider.• Maintained accurate records of all activities performed.• Followed all company policies and procedures.• Performed other duties as assigned.

Charlotte, North Carolina, United States

• Aligned customers with insurance plans that not only stratified their needs but also accommodated their budgets.• Answered inbound calls from clients interested in saving on their Medicare expenditures and bettering their benefit coverage.• Responsible for enlarging my client portfolio through outbound client engagement.• Effectively sold health insurance plans and products to clients• Provided exceptional customer service.• Understood and grasped new concepts and products offerings quickly, including Major Medical, Medicare Advantage, Medicare Supplement, Prescription Drug Plans and other additional health products.• Assisted clients through the health insurance policy selection and application process.• Maintained call productivity, conversion and quality metrics as per set goal.• Developed and maintained required product expertise, demonstrated thorough knowledge of products, ensured clear concise, and accurate communication of product information.

Charlotte, North Carolina, United States

• Studied and passed North Carolina Medicare and Health Insurance exam.• Obtained license to sell Individual and Medicare Health Insurance• Served as a trusted expert on all things Medicare insurance related. • Matched customers with an insurance plant that fits their needs and budget.• Assessed and identified the needs of the customers over the phone by performing a Needs Assessment• Made the complex buying experience of healthcare transparent and easy to navigate.

Charlotte, North Carolina, United States

• Educated new donors on the use of therapeutic products made from donated plasm.• Explained the screening process, the health screening tests performed, the appointment system, donation fees, center policies, proper nutrition and any other information pertinent to the donor.• Ensured that all donor questions are answered timely, accurately and professionally.• Involved in registering applicants and transferring donors.• Answered the telephone and answered caller’s questions or transfer call to appropriate staff member.• Maintained alertness and awareness to any reaction a donor may have had during or after the pheresis process and notified appropriate staff.• Ensured the accurate recording of donor data in the electronic donor information management system as outlined in the Standard Operating Procedures (SOPs).• Maintained confidentiality of all personnel, donors and center information.• Maintained high levels of customer service.