Customer Service Representative - Acentra Health - Remote, Pennsylvania
(2025-07)
The Customer Service Representative is responsible for supporting the Medicare Appeal process by answering incoming telephone calls, resolving customer questions, complaints and requests adhering to internal policies and procedures and utilizing working knowledge of the organization's services to meet productivity and quality standards.
- Handle inbound calls from members and providers regarding eligibility, benefits, claims, and service authorizations
- Accurately respond to inquiries and resolve customer service or billing issues using sound judgment
- Contact customers to provide updates on complex inquiries or claim investigations
- Escalate unresolved grievances, appeals, and claims to the appropriate departments
- Maintain detailed records of customer interactions and transactions
- Actively listen and ask probing questions to fully understand caller needs
- Research and communicate information about member eligibility and claim status
- Educate providers on claim submission processes and treatment plan requirements
- Follow up to ensure all member or provider needs are addressed
Customer Service Representative - Axion - Remote, Pennsylvania
(2025-01 - 2025-12)
- Answer inbound calls from UnitedHealthcare members to discuss their blood pressure readings and related health information
- Ask members specific, guided questions about their blood pressure to ensure accurate data collection
- Record and update members' blood pressure readings in the system during each call
- Confirm upcoming appointments and assist members in scheduling future check-ins
- Determine whether a member has a digital blood pressure monitor and provide information about obtaining one if needed, including assisting eligible members in receiving a free monitor through the UnitedHealthcare program
- Provide courteous, patient-focused support to promote better health outcomes and member satisfaction
Contact Center Representative - Sequence Health - Remote
(2024-10 - 2025-03)
Call Center Environment taking care of 6 different Clinic accounts including Rheumatology, Neurology, Allergy and Immunology. Call Center - answering customer calls, addressing inquiries, resolving issues, providing product information, processing orders, and handling complaints, all while adhering to company policies and maintaining a high level of customer service through various communication channels like phone, email, or chat.
- Front Desk Duties - answering phone calls, scheduling appointments, and managing customer inquiries
- Scheduler - organizing appointments and schedules
- Patient Hub Access Rep - acts as the first point of contact for patients, managing their registration process by collecting personal information, verifying insurance, scheduling appointments, and answering questions regarding access to healthcare services within a patient portal or centralized hub, essentially ensuring smooth patient flow through the system while providing excellent customer service
- Submitting medication requests and sending them to the Doctors in order to be sent to the Pharmacy or finding out the statuses for patients to pick up
- Taking proper information for Insurance referrals and routing to proper departments
- Enforcing HIPPA and Privacy Laws
- Perform data entry into SharePoint, and PHA business system
Compensation and Benefits Coordinator - Tobii Dynavox - Remote, Pennsylvania
(2024-06 - 2025-03)
- Administer employee benefits programs, including health insurance, retirement plans (like 401k), and other benefits
- Assist employees with enrollment, questions, and changes to their benefits
- Verify and process benefits insurance billing
- Maintain accurate employee records and databases related to benefits
- Ensure that benefits programs comply with relevant federal and state regulations
- Research and stay up-to-date on industry trends and best practices in compensation and benefits
- Help develop and implement new or improved benefits programs
- Communicate benefits information to employees through various channels (e.g., presentations, written materials)
- Address employee inquiries and concerns related to benefits
- Maintain accurate and up-to-date records of employee benefits data
- Process payroll deductions for benefits
- Work with insurance providers, brokers, and other vendors to ensure smooth benefit delivery
- Demonstrated ability using spreadsheet and database software for moderately complex financial analysis, fiscal management, and financial reports
- Strong MS Office including Excel, Word, Outlook, PowerPoint and Visio. Intermediate skill set in Microsoft Excel, including (but not limited to) Pivots, Sumifs, and Vlookups
- Collaborate with HR and other departments to support compensation and benefits initiatives
- Ensured weekly and bi-weekly payrolls were processed timely and accurately in UKG
- Audited payroll information and provided corrective training and support to the HR Admins and HR Business Partners
- Provided peer leadership with other payroll team members, ensuring payroll administration processes integrated well with time and attendance
- Payroll taxes administration
- Developed and updated Standard Operating Procedures in Payroll as needed
- Provided assistance to Payroll Manager with reports
- In the absence of the Payroll Manager, coordinated the daily payroll activities and functions to ensure smooth operations
- Performed other related duties or projects as assigned
Payroll Analyst - Healthtrust Workforce Solutions - Remote, Sunrise, FL
(2022-01 - 2025-03)
Conduct payroll for over 3,000 nurses Nationwide.
- Enter all hours into the UKG payroll system on Monday before Payroll Close as tickets come in with missing punches or specific code or department changes
- Ensure all candidates understand from Orientation their Benefits and how Payroll will be processed as per their compensation Packages and contracts
- Demonstrated ability using spreadsheet and database software for moderately complex financial analysis, fiscal management, and financial reports
- Strong MS Office including Excel, Word, Outlook, PowerPoint and Visio. Intermediate skill set in Microsoft Excel, including (but not limited to) Pivots, Sumifs, and Vlookups
- Experience with Separation pay and reconciles
- Go through audit trails and verify that the missing punches are accurate by revisiting our UKG system as well as the Facilities UKG system and make sure there are no discrepancies, and all pay codes are correct per state
- Help with their Benefit Setup, for the Nursing Agency as well as assist with the onboarding process making sure all documents are received and approved before commencing contracts
- Verify when candidates are still employed or not through the UKG system or have been deleted, to be properly compensated
- Work with Workforce Solutions and ADP to confirm data on candidates and ensure rates and tax codes are entered properly per candidate
- Ensure candidates understand their W4 exemptions per state, especially if they live in a Taxable state, not only will Federal Withholdings be deducted and inform them of their Payroll Taxes
- Run reports at the end of the day verifying data coming from other facilities
- Retains written authorization to release an employee's check to another person/employee prior to the distribution of check
- Adjusts any payroll errors resulting in an underpayment/overpayment in the next regular payroll check upon receiving the employee/department manager's approval through the Lawson Program
- Completes a Payroll Correction Form with all payroll discrepancies as requested in our UKG iSeries program
- Investigates payroll discrepancies with vendors
- Investigate long-term outstanding paycheck discrepancies through the payroll system including UKG (Kronos System) and Lawson. Making sure adjustments have been entered accordingly
- Voids and/or issues stop-payments of payroll checks through the payroll system after verifying with the PSC Department
- Binds and retains all payroll records in a secure place for a period of 6 months
- Develops a professional collaborative working relationship with employees and vendors
- Directs employees to the Human Resources Business Partner and or the Regional VP of Operations when discrepancies cannot be resolved
- Ensure that time slips from the previous pay period and time changes are performed appropriately
- Work with Accounts Payable and the 401 Department
