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.
• 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