Ikenna Ezeogu

I'm a dedicated and empathetic Customer Service Agent with over 6 years of experience in the healthcare industry. Proven ability to provide exceptional service to patients and clients, resolve issues efficiently, and maintain high levels of customer satisfaction. Adept at handling sensitive patient information with confidentiality, skilled in technical support, inventory management, and communication with diverse customer bases.

Demonstrates strong problem-solving skills, attention to detail, and a passion for improving patient experiences.

Customer Service Agent - United Healthcare

(2022-06 - 2026-05)

• Provide outstanding customer service to over 100 patients and healthcare professionals daily, resolving inquiries regarding medical claims, billing, and insurance policies.
• Serve as the first point of contact for patients, answering questions related to appointments, medical procedures, and test results while ensuring compliance with HIPAA regulations.
• Manage patient data in electronic medical records (EMR) systems, verifying and updating information for accuracy and completeness.
• Collaborate with internal teams, including billing and accounts receivable, to resolve payment discrepancies and ensure smooth claim processing.
• Offer technical support to patients navigating online portals for scheduling appointments, accessing lab results, and processing payments.
• Troubleshoot and resolve issues related to medical billing and insurance verification in a timely manner, ensuring patient satisfaction.
• Maintain detailed and accurate documentation of customer interactions, complaints, and resolutions within CRM systems.
• Handle escalated customer concerns with patience and professionalism, ensuring a positive outcome for both the customer and the company.
• Assist in inventory management, ensuring the availability of necessary medical supplies and equipment to support daily operations.

Customer Support Specialist - SCA Health

(2019-05 - 2022-05)

• Provided comprehensive customer service support for patients, medical professionals, and insurance companies regarding billing issues, medical records, and treatment plans.
• Assisted patients in understanding their insurance coverage, co-payments, and deductibles, offering detailed explanations and guidance to ensure smooth service.
• Handled a high volume of inbound and outbound calls, managing patient inquiries and scheduling appointments for various medical services.
• Coordinated with healthcare providers to confirm patient appointments, clarify treatment details, and communicate essential healthcare information.
• Tracked and monitored inventory of medical supplies and office materials, working with vendors to ensure timely restocking and avoiding supply shortages.
• Delivered technical assistance to customers experiencing difficulties with telehealth systems and patient portals, ensuring they could access healthcare services seamlessly.
• Contributed to customer satisfaction surveys by collecting feedback from patients and implementing service improvements based on their suggestions.
• Trained new customer service agents on healthcare industry practices, customer service techniques, and company policies to ensure consistent service delivery.
• Collaborated with the billing department to expedite the resolution of patient account issues and insurance claims, reducing overall response times.

AR Collection Representative - Providence Healthcare

(2017-03 - 2019-04)

• Responsible for managing patient account staff in processing accounts and working with designated payers to ensure proper reimbursement.
• Ownership of assigned Payer AR and all activities required to identify underpayments and prepare accounts for escalation to the payers in order to drive account resolution.
• Resolve claims in a timely manner by completing appeals as needed or driving materials and accounts through the Plan Manager to the Payer.
• Identify and resolve escalated billing issues for efficient problem resolution.
• Act as the billing vendor liaison to resolve billing issues.
• Take prompt and appropriate actions to rectify any issues.
• Analyze Explanation of Benefits (EOBs) and remittance advice to identify payment discrepancies.
• Collaborate with insurance companies, payers/stakeholders to address payment and reimbursement.
• Use patient-centric strategies to manage and resolve complex billing issues with compassion and patience.
• Assess trends in escalated issues and make recommendations for service enhancements.
• Interpret account record, including claim history, transaction record, and account notes.

Bachelor's Degree - Business Administration - University of Lagos (2012)