ROSE ROBINSON
Kansas City
Summary
Experienced 20+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
40
40
years of professional experience
Work History
Customer Care Representative
CVS Caremark
800 NW Chipman Rd. Lee's Summit Missouri 64086
06.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Pre certification Specialist
University of Kansas Hospital
Kansas City, Kansas
03.2010 - 12.2021
- Verify all medical insurance's, obtain prior authorization for scheduled procedures, Radiology and GI
- Developed comprehensive knowledge of various insurance plans, policies, and coverage limitations to provide accurate guidance to patients and providers.
- Elevated patient satisfaction by offering compassionate guidance and support during the often-stressful precertification process.
- Boosted efficiency within the team by regularly updating coworkers on changes in insurance policies or procedural requirements affecting precertifications.
- Minimized claim denials by accurately coding procedures according to CPT guidelines before submission for approval.
- Facilitated successful appeals for denied services by providing detailed documentation supporting medical necessity as required by insurers.
- Ensured smooth communication between healthcare providers, patients, and insurance companies, resulting in timely approvals and positive experiences.
Pre Registration Specialist
University of Kansas Hospital
Kansas City, Kansas
03.2006 - 03.2010
- Collect demographic and insurance information, in advance for patient registration, verifying health insurance and updating patient demographics in system
- General office duties
- Managed high-volume workloads while consistently meeting deadlines for processing registrations and updating records.
- Coordinated with insurance companies to verify coverage and obtain necessary authorizations for treatment.
- Served as a point of contact for other departments requiring access or updates to patient information, fostering efficient inter-departmental collaboration.
- Provided exceptional customer service to patients during registration, addressing concerns and answering questions promptly.
- Maintained a high level of confidentiality when handling sensitive patient data, adhering to HIPAA regulations.
Front Office Supervisor
Headache and Pain Center
Leawood, Kansas
03.2001 - 08.2005
- Oversaw the operation of the front office, patient check in-out, scheduled appointments, chart preparations, collection of copays, demographic information for data entry
- Other office duties
- Started out as a lead receptionist front office
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Dispersed petty cash to employees and collected and managed receipts.
- Achieved high-quality service by maintaining open communication channels among team members.
Humana Resource Clerk
Truman Medical Center West
Kansas City, MO
01.1990 - 05.1993
- Meet and Great assist applicants applying for positions, administered typing test, answer phone scheduled appointment for interviews, data entry
- Salary increases, filed grievance applications, general custodian of all employee records
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Maintained confidentiality of sensitive information, adhering strictly to privacy policies.
ADMITTING REP
Truman Medical Center West
Kansas City, MO
05.1985 - 07.1989
- Collect insurance and demographic information register patients for procedures, direct admits, census, general office duties, also worked emergency room admissions
- Provided excellent customer service to patients and their families during the registration process.
- Contributed to a positive work environment by providing support to fellow admitting representatives as needed.
- Effectively used hospital software systems to enter patient demographic information, verify insurance coverage, and schedule appointments when necessary.
- Managed challenging situations involving upset or anxious patients with empathy and professionalism, ensuring their concerns were addressed appropriately.
- Participated in departmental meetings to stay informed on updates related to hospital procedures or policies affecting the admitting process.
- Ensured compliance with HIPAA regulations, safeguarding the privacy of sensitive patient information.
- Reduced wait times for patients by efficiently managing bed assignments in coordination with nursing staff.
- Prioritized workload effectively while handling multiple tasks simultaneously within a fast-paced environment.
- Maintained up-to-date knowledge on insurance policies, ensuring accurate billing for patients and the healthcare facility.
- Enhanced patient satisfaction with thorough explanation of admission procedures and answering questions promptly.
Education
High School Graduate -
Central High School
Kansas City, MO01.1976
Skills
- Strong medical ethic
- Problem resolution ability
- Extensive medical terminology knowledge
- Chart preparation/filing aptness
- First call resolution
- Appointment scheduling
- Time management
- Multitasking and organization
- Empathy and patience
- Verbal and written communication
- Phone etiquette
- Senior leadership support
- Call handling
- Understanding customer needs
- Policies and procedures adherence
- Inbound call management
Timeline
Customer Care Representative
CVS Caremark
06.2023 - Current
Pre certification Specialist
University of Kansas Hospital
03.2010 - 12.2021
Pre Registration Specialist
University of Kansas Hospital
03.2006 - 03.2010
Front Office Supervisor
Headache and Pain Center
03.2001 - 08.2005
Humana Resource Clerk
Truman Medical Center West
01.1990 - 05.1993
ADMITTING REP
Truman Medical Center West
05.1985 - 07.1989
High School Graduate -
Central High School