William Hinrichs Email & Phone Number

I have nineteen years of experience in Medical Customer Service. I provided detailed claims analysis, problem resolution to highly escalated complaints for Medicare and commercial based health insurance products. I helped medical and pharmaceutical prior authorizations to get approved, by obtaining crucial clinical information, and expeditiously forwarding the information to the appropriate parties. I have created detailed claims, root cause analysis, and eligibility reports, using Microsoft Excel. I was responsible for hosting a weekly root cause analysis meeting, to effectively determine what the most common complaints were, against the company's Medicare Part D drug plan, and provided ideas on how to reduce those complaints. Other duties included writing response letters to customers, Congressional offices, Senatorial offices and to the company's Executive office branch. I was a single point of contact for several of the company's Medicare customers, providing continuity and rapid resolutions to any concerns or barriers. During my tenure as a Medicare Member Advocate, the company's Medicare Part D drug plan received a five start rating, the highest rating from Medicare. I have five and one half years of experience as a bilingual (Spanish) customer service agent. In addition to being a bilingual customer service agent, I was also a Universal Customer Service Agent, for two years prior taking on the bilingual agent status, providing customer service to all other lines of the company's medical insurance products. All of my positions required extensive knowledge in several system applications and databases. Before I transitioned into the Customer Service field I was a Medical Records Technician, which entailed accurately filing clinical progress notes, medical test results and drug lists into the appropriate medical charts. In addition to filing information into medical charts, I was responsible for preparing the medical charts, prior to appointments.