Lori Irvin
Johnston City
Summary
Knowledgeable and dedicated customer service professional with extensive office experience in the insurance / healthcare industry. Proactive and goal-oriented with excellent problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success in providing excellent customer service and ensuring efficiency and accuracy of standard office operating procedures.
Overview
2023
2023
years of professional experience
Work History
Customer Service Advocate II
BCBSIL Health Care Service Corporation
07.2002 - 07.2022
- Resolved complex customer inquiries through effective communication and problem-solving techniques.
- Facilitated smooth claims processing by collaborating with internal departments and ensuring compliance with guidelines.
- Enhanced customer satisfaction by providing timely updates on claim status and addressing concerns proactively.
- Managed high volumes of inbound calls, ensuring efficient resolution of customer inquiries.
- Handled difficult situations calmly, utilizing conflict resolution techniques for successful outcomes.
- Navigated specialized software confidently, ensuring smooth transactions and record-keeping accuracy.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Resolved customer inquiries through effective communication and problem-solving skills.
Front Desk Registration, Patient Accounts
Dekalb Clinic
1995 - 1998
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Collaborated with billing department to ensure timely submission of claims based on verified information.
- Assisted patients in understanding their insurance coverage and potential out-of-pocket costs.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Optimized productivity within the department by prioritizing tasks according to urgency and importance levels.
- Coordinated with care teams across various departments to ensure seamless integration of verified coverage information into overall treatment planning.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Posted payments to accounts and maintained records.
- Reduced errors in insurance claims by conducting thorough audits and implementing corrective measures.
- Contributed to patient education by explaining complex insurance terms and procedures in understandable manner.
- Obtained payments from patients and scanned identification and insurance cards.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Performed various administrative tasks by filing, copying and faxing documents.
- Registered and verified patient records before triage with most up-to-date information.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Assisted with medical coding and billing tasks.
Unit Clerk / Secretary
St Joseph Hospital
1990 - 1995
- Managed patient records and documentation for efficient workflow and compliance
- Coordinated communication between medical staff and patients to enhance service delivery
- Maintained inventory of medical supplies, optimizing stock levels for operational efficiency
- Processed patient admissions and discharges, streamlining administrative procedures
- Handled incoming calls professionally, providing relevant information or transferring inquiries as needed to maintain efficient communication channels within the unit.
- Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
- Arranged discharges and patient transportations.
- Assisted nurses and physicians with patient care, improving overall quality of service provided to patients.
- Facilitated timely transfer of patients within the facility by coordinating bed assignments and communicating with appropriate departments.
- Charted vital signs and added telemetry strips to charts.
- Contributed to successful audits through meticulous record-keeping and adherence to regulatory requirements.
- Coordinated schedules for medical staff, optimizing workflow efficiency within the unit.
- Responded to and resolved diverse patient issues with speedy and knowledgeable assistance.
- Monitored and communicated patient dietary plans to carry out physician orders and prevent errors.
- Coordinated diagnostic tests, collection of samples and transportation to scanning rooms.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Provided clerical support by copying, faxing, and filing documents.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Processed birth certificate applications accurately and efficiently, ensuring compliance with regulations.
- Assisted individuals in completing necessary paperwork for birth certificate requests, providing clear guidance.
Receptionist
Rinn Dental Corporation
1989 - 1990
- Managed multi-line phone system, directing calls efficiently to appropriate departments.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Maintained organized front desk area, ensuring all materials were readily available.
- Processed incoming and outgoing mail, distributing correspondence accurately.
- Assisted in maintaining office supplies inventory, placing orders as needed.
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Completed data entry and filing to keep records updated for easy retrieval.
- Provided information and assistance to visitors and clients, addressing inquiries and resolving issues promptly.
- Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall office productivity.
- Created serial number labels for dental equipment product lines.
- Reviewed and proofread label content for compliance with industry regulations and standards.
Telemarketing Representative
National Information Center
1988 - 1990
- Maintained high call volume by managing time efficiently and adhering to daily targets.
- Recorded and updated customer information in online systems.
- Overcame objections using friendly, persuasive strategies.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Developed extensive knowledge of products and services to better assist customers.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Exceeded monthly sales quotas consistently, contributing significantly to overall revenue growth.
- Increased customer satisfaction by providing exceptional service and addressing inquiries with accuracy and professionalism.
- Answered calls, took messages, and transferred calls to correct individuals.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Assisted in maintaining accurate financial records using accounting software.
- Updated financial records using various software programs for current, accurate accounts.
- Entered figures using 10-key calculator to compute data quickly.
- Contacted potential vendors for pricing bids. Entered detailed financial information into spreadsheets.
- Transcribed daily advertising costs in accounting logs in accordance with corporate protocols.
- Inspected account books and recorded transactions.
- Matched purchase orders with invoices and recorded necessary information.
Education
Business Administration
Southern Illinois University, Carbondale
Carbondale, ILBiblical Studies
John A. Logan College
Carterville, ILSkills
- Data entry
- Data collection
- Research
- Computer proficiency
- Recordkeeping strengths
- Clerical support
- Payment collection
- Problem-solving
- Medical terminology
- Typing proficiency
- Client relations
- Conflict resolution
Accomplishments
- Customer Relations - Achieved the highest ratings for quality and customer satisfaction according to company standards.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of service complaints and customer satisfaction.
- Collaborated with administrative and management teams in the testing and development of new departments, software and standard operating practices.
- Promoted to Written Provider Services department when the department was first created due to exceptional performance in delivering high-quality work through meticulous attention to detail, proactive problem-solving, and a strong sense of ownership over outcomes.
Timeline
Customer Service Advocate II
BCBSIL Health Care Service Corporation
07.2002 - 07.2022
Front Desk Registration, Patient Accounts
Dekalb Clinic
1995 - 1998
Unit Clerk / Secretary
St Joseph Hospital
1990 - 1995
Receptionist
Rinn Dental Corporation
1989 - 1990
Telemarketing Representative
National Information Center
1988 - 1990
Business Administration
Southern Illinois University, Carbondale
Biblical Studies
John A. Logan College