Francis C. Email & Phone Number

Remote

Responded to inquiries regarding benefits and eligibility with professionalism and empathy, ensuring accurate determination against established requirements.Conducted thorough research and route calls appropriately, maintaining composure under pressure and effectively de-escalating challenging situations. Documented call notes and reports in Salesforce CRM, collected and evaluated relevant data to address complaints and inquiries while identifying emerging trends for management.Collaborated with internal departments to manage administration and uphold quality results by adhering to attendance, performance, and call quality standards while maintaining confidentiality.

United States

Provided exceptional customer service by maintaining a dedication to meeting the expectations and requirements of internal and external customers.Worked within a fast-paced environment that directly interacts with internal and external customers to retrieve or relay information relevant to the Short-Term Disability claims.Utilized critical thinking and mathematical aptitude to gather information, apply sound reasoning and draw appropriate conclusions.Utilized business acumen and technical expertise to make sound decisions based on analysis, experience, and judgment, with management oversight.Helped to create a positive team environment by collaborating with colleagues, attending meetings, and giving feedback.

New York City Metropolitan Area

Provided an excellent experience for patients and providers by fielding and responding to their requests.Helped to keep provider schedules full and optimized, guided patients through the intake process, and offered resources.Ensured all patients are matched appropriately to a provider, and took care of administrative tasks like faxes, emails, and authorizations.Answered up to 60 incoming phone calls to screen patients, answer questions, or schedule appointments.Made outbound phone calls to patients, pharmacies, or insurance companies.Registered new patients using EHR, e-Clinical Works.Support clinicians via Microsoft Teams Chat to schedule patient follow-up appointments, and reach out to patients who are late to virtual visits.Sent referral information to the patient, sent discharge letters, and after visit summaries.Monitored and completed tickets in Zendesk to:help troubleshoot intermediate technological issues or escalated them to our helpdesk team.

Remote

Answered up to 80 + calls a day to register patients, screen and route calls, take messages for nurses and physiciansScheduled or modified patient-physician appointments for new and returning patients.Scheduled consultations with other clinics or physicians as needed.Collected patient demographic and insurance data.Adhered to HIPPA laws and patient privacy regulations.Identified and obtained services requiring authorization and appropriate process for the payer type.Informed new and returning patients of authorization and payment and obtained payments over the phone.Hit metric goals for the call center environment.

Los Gatos, California, United States

Registered new patients and updated existing patient accounts in a courteous and professional manner in accordance with performance standards.'\Identified accepted insurance plans and those requiring referrals.Handled any system red flags as they are encountered.Determined if a patient has a co-payment or deposit; accepts and records receipt of payment; provides applicable waiver and obtains appropriate signature; and, when appropriate, scan copy of patient’s photo ID, insurance card, and/or waiver.Greeted patients and others entering the department in a courteous and professional manner in accordance with performance standards.Scheduled new or follow-up appointments in a courteous and professional manner in accordance with performance standards.Responded to requests from patients, family members, physicians, and staff in a courteous and professional manner in accordance with performance standards.Accessed EPIC EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards.