Leah Ayers

Responsible for meeting monthly individual and team goals in a remote call center environment. Scheduled new and repeat appointments for health plan members for home or telehealth health assessments with a Matrix Nurse Practitioner, utilizing various call scripts and overcoming objections. Engaged in upselling the brand by explaining product benefits and making 200-300 outbound calls daily.

Performed Quality Assurance testing for Electronic Medical Record Software and served as a Customer Success Agent. Responded to and troubleshot customer emails regarding login issues, software errors, and updates, creating and following up on DevOps tickets. Promoted AXIOM software benefits to clients and updated training modules.

Accepted a high volume of inbound calls from customers of Cardholder Prepaid Services, providing superior customer service. Performed data entry to record conversation notes and updates into customer online files. Managed debit card statuses, activated or reset PINs, and checked account statuses.

Accepted specialty medication requests via high volume inbound phone calls, online, and fax from medical practitioners and members. Verified matching ICD-10 codes and performed data entry to log notes, updates, and changes into the prescription database or spreadsheets. Collaborated with other departments to ensure timely resolution for requests.

Assisted with HEDIS audit preparation and training. Performed data entry for logging measures and documents into HUI. Contacted provider offices for verification.

Assisted with eligibility and verification during Medicare enrollment season. Performed data entry, verifying demographic details for updates or changes. Prepared member documents for scanning, filing, and storage.

Managed filing, labeling, creating new files, and organizing archive files. Assisted with in-house file audit preparation and the process for new hire employee verification, orientation, and termination. Updated electronic employee records and handled sensitive demographic and I-9 Eligibility data.

Worked with Excel spreadsheets, performed filing, printing, and compiled purchase sales tax receipts for verification. Assisted with an internal audit. Maintained organized office records.

Verified patient pharmacy benefits for specialty medications. Made outbound calls to private and commercial insurance, Medicaid, and Medicare to initiate prior authorizations as needed. Ensured accurate insurance changes from the previous year.

Obtained an Associate of Arts degree in Health Information Technology. Focused on the principles and practices of managing health information.

Completed an Associate of Arts degree in General Studies. Gained a broad educational foundation across various disciplines.

Completed a Medical Transcription Certification Course. Developed skills in transcribing medical reports and patient information.