Customer service Quality manager

● Assist operations by tracking, documenting, and reporting quality levels
● Investigate reports of product quality issues and ensure resolution in accordance with
company guidelines and regulatory requirements
● Develop or update procedures for capture, investigation, and documentation of product
complaints
● Monitor risk-management procedures, maintain problem logs, and report issues to
managers and product developers
● Provide training and support to quality assurance team members that covers systems,
policies, procedures, and core processes
● Training representatives on all phi related concerns and proper documentation
procedures

Remote
● Provided billing services for multiple different hospital locations.
● Processed payments, explained services received and associated charges, resent bills,
and final notices.
● Notated accounts, submitted billing disputes, set up autopay and submitted applications
for financial assistance.
● High call volume 80+ calls per day. Inbound and Outbound.

● Referral intake, physician and patient contact,
● Insurance authorization, verification and explanation of benefits
● marketing and outreach to different agencies to acquire new contracts,
● managing patient files, medical records, verifying icd-10 codes and documents.
● Appointment Scheduling and other secretarial duties.
● Dispatching for STAT lab request and Patient emergencies.
● Remote for the final year or so of employment until they requested we return to the
office, I then submitted my resignation.

● Receptionist duties, patient registration, patient check in procedure, scheduling patient
appointments
● Verifying insurance and authorization, verifying medical history, confirming patient
appointments
● Faxing, filing, scanning, checking patient paperwork, physician contact, obtaining
comparison studies, billing duties and shredding

● Heavy call volume 50-100 calls per day
● Processed claims, payments, policy changes, and cancellations.
● Toggled 10 systems simultaneously
● Product promotion / cross selling/ up selling
● Monthly Excel spreadsheets
● Training new agents