Robert New

Manage 60–80 daily member and provider interactions involving claims, billing, coverage, eligibility, and healthcare services. Resolve escalated concerns through research and coordination with internal teams.

Managed escalated billing and account issues, served as client-facing contact, and supported team members with complex issues. Monitored workflow and conducted root-cause analysis to improve resolution processes.

Supported remote client service operations in a healthcare technology environment, managed escalations, and implemented workflow improvements that reduced resolution time by 20%. Trained team members on documentation and service processes.

Supported high-volume healthcare operations, managed escalated account issues, and assisted team members with difficult situations. Developed standardized processes and supported interviewing, onboarding, and training.

Assisted members and providers by phone with eligibility, benefits, claim status, and denials. Researched pending and disputed claims and maintained detailed documentation.

Served as primary point of contact for patients, providers, and internal departments in a high-volume oncology environment. Coordinated patient intake, scheduling, and administrative workflows.

Managed high-volume accounts and insurance follow-up across commercial, Medicare, and Medicaid payers. Researched denied and underpaid claims and coordinated with internal departments to correct billing issues.

Pursuing a Bachelor of Science in Healthcare Administration.

Earned an Associate of Applied Science in Medical Administrative Specialist from 2015 to 2016.