- Identified and resolved all patients' inquiries or complaints or forwarded them to the appropriate department/provider/manager for further help with their requests
- Assisted health care providers on educating patients about their condition, medication and giving them specific care and treatment instructions
- Prepared doctor medical letters with information and details about patients' medical conditions, treatment plan, or requests for specific accommodations or exemptions
- Managed psychiatrists schedule and waiting list, scheduled patients' appointments, made outgoing patient calls to reschedule cancelled and/or no-show appointments as well as for upcoming appointments and other reminders
- Scheduled Conner's testing as instructed by providers and sent patients the results as requested by providers

- Monitored prescriptions for controlled substances in the state and federal databases
- Submitted authorization requests for medications and/or routed them to appropriate staff members when needed

- Helped patients with filling out new patient intake forms, consent forms and verifying information provided by patients
- Managed written correspondence (text messages/voice messages) in a timely manner
- Assisted patients with questions related to benefits information or passed them to billing department

- Communicated with pharmacies regarding medications requests, temporary refills, drug directions verification
- Cooperated with insurance carriers to schedule new patients appointments, verify approved in-network providers, provide information on up-to-date services, find out if medications or services were covered

- Responded, troubleshooted and/or directed all patient inquiries or complaints to the appropriate medical staff member/manager for further assistance with their issues

- Initiated authorization requests for outpatient services in accordance with the prior authorization list and route to appropriate staff when needed

- Scheduled patient appointments and made outgoing patient calls for appointments, and other reminders

- Assisted patients with filling out patient history forms, consent forms and verifying information supplied by patients

- Managed written correspondence (letter / fax / e-mail) in a timely manner

- Resolved patient insurance claims or questions related to medical care and benefits information

- Communicated with Billing and Transportation as required achieving desired outcome for the customer

- Assisted pharmacy services staff members with medications requests, drug directions verification and prior authorization status and/or passing it to appropriate staff when needed

- Assisted insurance companies with verifying approved in-network providers, providing information on up-to-date services and sending medical records

- Assisted customers via phone and chat with creating, editing and sending marketing materials, including brochures, emails and sms

- Helped private entrepreneurs and companies to track, analize and improve their email campaigns delivery to the customers

- Processed clients' payment requests and resolved their billing issues

- Monitored and replied to customers' emails related to their technical and billing queries

- Escalated unresolved requests to technical, finance or supervisors' departments

- Worked collaboratively with the Client Success, Account Managers and Sales teams to resolve customer issues in a timely fashion

- Tutored elementary to high school-age students in English to help them better comprehend school lectures, learning objectives or catch up with other students

- Coached students to strengthen reading comprehension, grammar, spelling, creative writing and essay writing skills

- Developed various lessons and teaching materials to provide extra help to students struggling with reading, writing and grammar

- Assigned homework and different fascinating exercises to make sure information is well understood by students

- Monitored accounts on a regular basis recovering overdue payments on them

- Tracked debtors/health insurance agencies down by phone, fax, mail or email, discussed their underpayments/non-payments and assisted them with making payments by negotiating repayment

- Prepared and submitted appeals to insurance companies in case of unpaid/underpaid claims in a timely, compliant, and effective way

- Communicated with health insurances to rationalize collection procedures/policies

- Confirmed clients’ information and payment agreements

- Managed historical records of account statuses and collection operations

- Prepared and presented reports on collection activities and progress

- Informed management regarding effectiveness of strategies for various accounts

- Received and resolved incoming inquiries from students and/or parents regarding online courses, payment or scheduling issues or passed them to the appropriate department for further assistance

- Ensured payments for online courses are received in a timely manner and processed through appropriate channels

- Fielded 40+ calls per shift consistently hitting 95% of daily call metrics

- Kept accurate records and documented customer service actions and discussions

- Processed documents required to commence an online drivers education program, reported the completion results to the state

- Made outbound calls helping customers to resolve technical and non-technical cases

- Picked up the child from school, took her home and accompanied her to appointments, sports activities or school events

- Read to the kid and assisted her with homework and other school projects

- Prepared craft materials and helped the child to use them appropriately

- Organized fun activities and entertaiment for the child such as games, outdoor activities and trips from time to time