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 | Commissions | Former CSO Email Team intern | 2023 Future Leader Program Recipient• 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 / problems• 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 expectations and service needs• 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• Proactively resolve issues, update broker / customer on status and / or coordinate internal resources to ensure end – to – end resolution of issues• Research / monitor issue resolution process to ensure expected turnaround times are met and proper corrective action steps are taken• Proactively update the broker / customer on issue status as required• Communicate issue resolution to the broker / customer within the expected turnaround times• Track and analyze process metrics to determine root causes and make improvement recommendations• Dedicated DCSM (Dedicated Client Service Manager) responsible for providing 1 to 1 service support for Key Account and Platinum Brokers

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 CSO Email Team intern | 2023 Future Leader Program Recipient• 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 and correspondence• 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• Provide education and status on previously requested 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• Stat-edit all same day/next day accounts in OnTrac system for insurance verification

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• Received “CACC Employee of the Month” award for the month of September 2013• Name honorably mentioned most on Press Ganey Reports for three months in a row (8 times in August, 4 times in September, and 5 times in October 2013) and being favorably recognized by the patients on a consistent basis via Press Ganey Reports.• Interview potential candidates for employment.• Have trained and helped develop capable Access Services Registrars to fit into the CACC Outpatient processes and procedures of the facility.• Register patients, collect POS, send alerts to Insurance Verification team via ONTRAC system, educate patients over the consents and insurance policies, Verify insurance/initiate authorization when IV Team cannot, answer phones for Clinic. Answer questions that Supervisors and other Access Services staff may have in regards to processes we utilize at the CACC that they may not use in their current roles and responsibilities.• Communicate & deliver vital information to Doctors, Clinicians, Radiologists, and Doctor’s offices in regards to patients being seen at the CACC.

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) Security Officer/SCC Operator• 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.

• 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