Open to opportunities

Anna Hatcher

@annahatcher

Message

Healthcare-focused customer service professional driving accurate benefits, claims, and authorizations.

United States

Message

What I'm looking for

I’m looking for a Customer Service Representative role in a call center or virtually-remote setting, ideally supporting healthcare/insurance workflows where I can use my benefits, claims, and authorization experience to help members get accurate coverage.

I’m a healthcare customer service professional who delivers dependable, patient-facing support with strong communication and attention to detail. I’m HIPAA- and OSHA Bloodborne Pathogens (BBP) compliant, and I bring a safety-first mindset to every interaction.

In remote and onsite roles, I’ve administered health insurance benefits by interpreting eligibility, referrals, and authorizations while resolving complex CPT/CDT inquiries with urgency and care. I write authorizations to help ensure claims are paid timely and adjudicated correctly, and I manage documentation for accurate coverage outcomes.

I also bring cross-functional experience across revenue cycle workflows—handling grievance initiation, eligibility verification, claims-related questions, and follow-up outreach. I’ve processed payments, handled enrollments and coverage changes, and supported high call volumes using multiple systems at once while maintaining exceptional customer service standards.

Beyond customer service, I’ve contributed to analysis and operations support, including fee schedule review and data-focused reporting, as well as administrative coordination and onboarding. I’m looking to join a team where I can apply my medical/insurance expertise to deliver secure, accurate service—especially in call center or virtual-remote environments.

Experience

Work history, roles, and key accomplishments

Current

Health Insurance Benefits Administrator

Current

BCBS Premera

Jun 2025 - Present (1 year 1 month)

Administers health insurance benefits by interpreting eligibility, referrals, and available resources to resolve member and provider inquiries. Writes authorizations and supports claims-related workflows to ensure timely and accurate adjudication.

Eligibility Verification Referrals Member Provider Support Prior Authorizations Claims Adjudication Substance Abuse Support Authorization Claims Documentation Multitasking Problem Solving HIPAA

Dental Benefits Administrator/CSR

Carington Int’l

Jul 2024 - May 2025 (10 months)

Serves as a liaison for dental, vision, hearing, medical, and prescription plans, handling member/provider benefit inquiries and plan details. Processes payments and patient account updates while managing authorizations and claims-related questions.

Claims Adjudication CDT Codes Preventive Frequencies Payment Processing Patient Account Updates VSP (Vision Savings Plan)Outbound Calling CRM Software KPI Management Time Management

Customer Experience/Accounting

Nordstrom

Jun 2022 - Dec 2023 (1 year 6 months)

Manages cash and payment processing, including POS/credit card transactions, nightly cash and check deposits, and support for sales and merchandise inquiries. Handles returns, merchandise alterations, and assists with inventory management.

Cash Handling POS credit card processing Check Deposits Returns Processing Merchandise Alterations Customer Service

Office Administrator

State Farm

Jan 2020 - Nov 2020 (10 months)

Operates multi-line phone coverage and processes policy payments by telephone and in-office. Provides administrative support for customer and policy payment needs.

Customer Service Administrative Support

Health Insurance Verification

Amerisource Bergen

May 2019 - Sep 2019 (4 months)

Verifies patient insurance coverage by contacting medical providers to ensure procedures and medications are covered. Supports medication appeals and prior authorization workflows, including research and charge entry using payer systems.

Insurance Verification Prior Authorizations Medicare Parts A–N Support Charge Entry Research For C Medications Amgen

Fee Schedule Analyst

Dental One

Jun 2018 - Mar 2019 (9 months)

Analyzes dental fee schedules to identify abnormalities, erroneous or missing funds, and discount-related issues. Updates fee schedules by incorporating new codes and supports reporting on operational performance.

Denials Rebills Reduction operational performance Project Management

Data Analyst/Admin Support

Junior Achievement of Dallas

Aug 2018 - Dec 2018 (4 months)

Supports data and administrative work as a volunteer career coach, including assistance preparing K-1 back tax packages and supporting brokerage-related research. Helps compute buy/sell transactions and supports accurate, compliant reporting.

Tax Package Preparation Support (K 1)Portfolio Research Stock Brokerage Data Analysis Buy Sell Transaction Calculations Spreadsheet Data Entry Support

Team Leader Customer Support

Optum

Jul 2016 - Mar 2018 (1 year 8 months)

Leads customer support for application pre-screening and troubleshooting, and trains new agents on multi-step data collection and verification processes. Guides agents through eligibility workflows and helps resolve escalated issues to support accurate benefit determinations.

Customer Support Leadership Troubleshooting Data Verification HIPAA compliance Medicaid SSI ACA Support Revenue Cycle Management (RCM)Escalations Adobe Multitasking

Office Administrator / Claims Analyst

Amtrust Financial

Nov 2010 - Apr 2016 (5 years 5 months)

Supports office administration and claims-related processes, including onboarding and training new employees and preparing internal documentation and reports. Helps draft authorizations and manage complaint/grievance workflows while coordinating operational tasks and events.

Claims Administration Office Administration Internal Reporting Business Expense Entry Policy Procedures Dissemination Drafting Authorizations Event Coordination Resource Allocation Multitasking

Event Coordinator

Addison Tree House

Provides volunteer support for insurance-related customer inquiries, including eligibility and coverage questions, and helps with claim submissions and billing support. Schedules appointments and coordinates client-facing logistics, including mail, filing, and conference room readiness.

Insurance Customer Support Billing Support Department Liaison (Property Auto Casualty)File Management