Gregory Elam Email & Phone Number

• Dedicated Client Service Manager | B&E Ops - ECS DCSM division of UHC Benefit Ops - Core Svcs: (11/2023 - Present) Current skillsets: Prime/UNET | USP/Cirrus | ISET | Billing & Eligibility | Claims & Benefits |.
• Acts as a customer advocate to provide assistance, build and sustain positive relationships with brokers, their customer groups and dedicated employer groups through direct / indirect communication to resolve issues /.
• Serve as the primary contact for the broker / customer / employer group for all service issues (benefits, enrollment, policies billing, eligibility, authorization, claims etc.), gather information and manage customer.
• Attempt to achieve first – call resolution of issues, but will also collaborate with dedicated functional experts (i.e., billing analysts) to resolve issues quickly and effectively
• Confirm receipt, provide expected turnaround times, and communicate resolution to the broker / customer / employer contact within expected turnaround times
• Research issues to analyze root causes and determine corrective action steps

Ohio, United States

• PROFESSIONAL EXPERIENCEUnited Health GroupCustomer Service Rep Sr. – E&I Ops – B&E Operations: (09/2021 – Present)Current skillsets: Prime/UNET | USP/Cirrus | ISET | Billing & Eligibility | Claims & Benefits | Former.
• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Demonstrates outstanding service to identify the source of the issue and work to resolve customer inquiries in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts.
• Assist employers & brokers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow up with the employers & brokers
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues

Dallas, Texas, United States

• Analyzed multi-level patient accounts across all major BSWH hospitals in NTX region (12 Hospitals)
• Resolved advanced customer issues regarding claims, billing, and charity care, for both, hospital, and professional bills
• Instilled confidence and trust demonstrating operational excellence when communicating to the public
• Average annual collections: $133,943.66 (Best collection to date: $284,931.70)
• Average quality review: 4.81 out of 5

Plano, Texas, United States

• Selected as an integral piece to the Pre-Arrival Clearance Team project
• Responsible of real-time creation of patient accounts in Allscripts System (QPR)
• Run daily reports in Trac and Allscripts for full pre-registration calls
• Accountable for scrubbing accounts (QA) to ensure high quality registration
• Performs daily registration of patients, collections, and documentation
• Executes production tracking of case creation, full pre-registration completion, and calls made

Plano, Texas, United States

• PROFESSIONAL EXPERIENCEAccess Services Representative (Outpatient Registration at CACC):
• Collected $145,218.46 for Fiscal Year 2013.
• Collected $180,595.77 for Fiscal Year 2014 with a collection difference of $35,377.31 (an 24.3% increase) showing consistency with increases for collections.
• Use CPT and ICD-9 Codes for medical necessity checks on Medicare patients.
• Schedule follow-up appointments for Pulmonary Arterial Hypertension, Congestive Heart Failure and LVAD Clinics.
• Received “Patient Satisfaction Champion” award for the month of May 2012

• U.S. Security Associates (Post: Texas Instruments): (From 11/2008 – 11/2010)World Wide Security Communications Center Operator
• Receive and handle emergency calls ranging from medical emergencies to inclement weather.
• Utilize Lenel Security Alarm System (N. Texas Region) which monitors over 900 readers, 540 cameras, and 1,400 alarms. Organize, track, and process data from various sites.
• Orient and mentor new employees on shift to handle S.C.C. tasks.
• Monitor and operate Graphical Command Center (Fire and Life Safety System).
• Employ customer service skills to effectively moderate & diffuse serious situations and take care of internal and external customers’ needs. Allied Barton Security (Post: Texas Instruments): (From: 12/2002 – 11/2008).

• Secured the inside and outside perimeter of Texas Instruments Gates.
• Enable/disable Auto-Simplex Paging System
• Register employees/truckers arrivals and departures times. Archival of important information.

Computer Software Engineering

Electrical And Electronics Engineering