Joannah Markham Elliott
Bolingbrook
Summary
Healthcare insurance advocate with experience in claims, benefit provisions and billing. Technical background with strong attention to detail and versatile skills.
Overview
27
27
years of professional experience
Work History
Broker Advocate
Blue Cross Blue Shield of Illinois
09.2018 - Current
- Fielded incoming calls from insurance brokers/producers with inquiries regarding application status, membership inquiries, benefits and claims
- Providing exemplary service to our sales agents by anticipating their needs, resolving the inquiry with the first contact and exceeding their expectations with a desire to assist- shown in my tone of voice, choice of words and actions.
- Provided technical support for the Retail Producer Portal-online application tool for agents.
- Resolve complex agent inquiries that include agent attachment issues, billing discrepancies and benefit explanations.
- Respond to online E-questions from agents with timely and accurate information
Customer Advocate
Blue Cross Blue Shield of Illinois
12.2013 - 09.2018
- Fielded incoming calls from members with various questions from membership, benefits to claims; in accordance with individual retail medical policies governed by the Affordable Care Act
- Followed HIPAA laws to authenticate callers and protect their health information
- Analyzed medical claims for members with complex medical claims, by confirming the services provided, interpreting how the claim benefits paid and comparing that to their medical policy book to ensure the accuracy of the adjudication process
- Created Excel reports to identify discrepancies in medical claim accumulations.
- Reviewed member’s medical premium billings to create premium audits; identify billing errors and correcting them
- Provided technical support for member’s online account by troubleshooting technical problems
- Met quality assurance standards consistently each year by providing detailed and accurate information
- Coached new hires desk side for membership, benefits and claims
Service Representative
AT&T Business
08.1998 - 07.2010
- Fielded incoming customer calls varying in subject matter from sales and service to repair in a call center environment for small to large business customers
- Was responsible for projecting a positive company image while addressing customer complaints as well as generating revenue through consultative selling of company products such as traditional phone service, long distance and High Speed Internet
- Consistently exceeded and met sales and service goals each month
- Awarded top sales achievements annually during my tenure
- Dispatched and coordinated technician work orders between technicians and site developers
- Typed complex work orders for new and existing phone service, high speed internet and other large data sharing products for medium to large corporations
- Commended for leading the telecommunication installation of 10 Kohl’s department stores in 2007
- From consulting the sale, implementing the work orders, creating detailed spreadsheets and coordinating the installation
Education
Associates of Applied Science - Health Information Management
Joliet Junior College
Joliet, IL12-2024
No Degree - Medical Coding Specialist
Joliet Junior College
Joliet, IL05-2024
Skills
- Knowledge of medical insurance and terminology
- Insurance coding (ICD-9 and CPT)
- Policy interpretation
- Insurance claims processing
- HIPAA compliance
- Healthcare billing
- Claims analysis
Timeline
Broker Advocate
Blue Cross Blue Shield of Illinois
09.2018 - Current
Customer Advocate
Blue Cross Blue Shield of Illinois
12.2013 - 09.2018
Service Representative
AT&T Business
08.1998 - 07.2010
Associates of Applied Science - Health Information Management
Joliet Junior College
No Degree - Medical Coding Specialist
Joliet Junior College
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