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
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
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
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
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
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
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
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