Robin Lance Email and Phone Number

With Sutter I learned and became proficient at many tasks. Some of my responsibilities included speaking to patients who called to make or cancel appointments, accessing the physician schedules and changing them as needed. Entering the patients chart for various reasons such as verifying a medication, seeing if lab test results were back, collecting information to arrange for nurse advice, paging an on-call doctor. I worked after hours answering for two of Sutter’s foundations and each call was different. All required problem solving skills, patience and the highest level of customer service, privacy and respect for the caller.

Customer Service Representative II is the title for an employee who has done exceedingly well and set and example trough performance thus earning the higher title and pay rate. As a CSR II, I took incoming calls from members with BCBS health insurance and providers such as doctors and dentists as well. Each call was different and often a new challenge was presented. It could be correcting a claim, helping a provider use the online services, reading benefits and exclusions (which were presented in a format that could easily exceed 100 pages). I would have to be detailed and analytical, making sure a mistake was not made in translating these benefits. The calls could be plan comparisons and determining value vs. usage. Some calls were quick and easy to resolve. Some took much research, time and follow up making sure the best and most ethical actions were taken. Also during my time with Regence, I did web support as well. I was moved in and out of this queue periodically while doing my customer service duties. I would help people navigate the web site, reset passwords, and would help people troubleshoot even system issues that would cause the website to function incorrectly or display errors. This included deleting cookies, files, ect. I had to be quite attentive to the change back and forth and be prepared for these calls. I also had to have patience, as I was not able to see what the members were doing and couldn't see the errors they were getting for myself. From time to time it was necessary that I log in as them to correct the problem myself. As you can see, I did a variety of tasks and considered myself proficient in all of them. Unfortunately my employment with Regence ended due to a department closure or I would probably still be there today.

During my time with Discover Card I held several job titles. Initially hired as a debt collector, I made outbound calls to collect on unpaid credit accounts. After about a year I was moved into a "reage" position. This position was off the phones entirely. I would run programs to locate accounts that, even though delinquent, had 3 consecutive payments and if that was the case, I would force those accounts current or "reage" them as it was called. I did this for approximately 2 years. At that time an at home position as a debt counselor became available. I applied and got it. For the remainder of my time with Discover Card I took inbound calls from members and transfers from collectors of people that were unable to pay their bill for whatever reason. I would discuss the hardship, go over a budget and work with them on a repayment plan that often times resulted in a lower payment and interest rate. In 2007 that position ended and having no desire to return to being a bill collector (the only replacement position offered), I applied at Regence and was offered a position.