Michael Napper Email & Phone Number

• Deliver excellent customer service by providing guidance, interpretation, and education on benefit coverage levels, health management /case management programs, and various program inquiries.• Responded to customer requests for products, services and information (i.e. Eligibility, billing and payments, coding and authorization for treatment, and explanation of benefits (EOBs).• Effectively communicate account changes, new services and potential changes• Direct incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs• Train new Clinical Service Representatives regarding company operations, policies and services• Achieve and consistently exceed daily quota and quality assurance goals during routine calls

• Contacted patients after insurance was calculated to obtain payments• Responded to patient, family and external payer inquiries (i.e billing and payments, coding and authorization for treatment, and explanation of benefits (EOBs)• Explained plans for treatment and payment options to reconcile outstanding medical debt

Baltimore

• Engaged Federal In Person Assisters by responding to inquiries received via email and website live chat regarding Affordable Care Act (ACA) training, enrollment, and policy understanding and development outlined by Centers for Medicare and Medicaid (CMS) regulations• Helped streamline repair processes and update procedures for the development, creation, and testing of Federal In-Person Assister Training• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team• Worked with software development team regarding reported errors and bugs on newly released Federal In Person Assister Training and assisted in deployment of release fixes via Salesforce

Baltimore, Maryland Area

● Managed analysts in accordance with company standards and applicable contractual standards● Audited analyst evaluations for accuracy to ensure compliance with company policies and procedures as referenced in the employee and quality manual● Created review activities as requested by management to improve overall team metrics● Reviewed and distributed updates and changes related to ACA policy and procedures● Informed management of operational issues impeding performance to assist with development and improvement of team metrics

Baltimore, Maryland Area

• Worked effectively in fast-moving work environment to identify the type of assistance required by our consumers (i.e eligibility, enrollment, and billing and payments, and explanation of benefits)• Reviewed accounts to determine integrity and accuracy of benefits applied to assigned consumer accounts by using applicable Centers for Medicaid (CMS)/Medicare guidelines• Delivered exceptional customer service by communicating important information and patiently listening to all issues• Implemented improvements in the distribution of manual and electronic Advance Premium Tax Credits (APTC's)

Certification, Medical Insurance Coding Specialist/Coder

Associate'S Degree, Criminal Justice/Police Science