Victoria Lookabill

Supports Medicaid members by helping them understand benefits, access care, and navigate the healthcare system. Provides guidance on eligibility, coverage, providers, and community resources while resolving member concerns with empathy and accuracy.

Supports a client with daily living activities and helps them recognize and respond to social cues in real-world situations. Creates a safe, judgment-free environment and coaches on time-management skills and personal accountability.

Reviews provider schedules daily to complete confirmation calls and update accounts when appointments are canceled or missed. Maintains organized filing of provider notes and assists with additional office tasks as needed.

Welcomes patients and ensures a smooth check-in process by collecting insurance information, updating patient accounts, and accurately processing copays and deductibles. Manages a high volume of calls to schedule, confirm, reschedule, or cancel appointments using NextGen.

Handled high-volume inbound calls related to prescription refills, renewals, and medication updates submitted by providers, ensuring accuracy and timely processing. Updated members' demographic information and processed one-time payments over the phone.

Audits facility reports to identify patients with Workers' Compensation or motor-vehicle-related injuries, ensuring accurate classification and follow-up. Contacts insurance carriers to verify coverage and coordinates injury status updates with attorneys and adjusters.

Assisted elderly clients with daily living tasks, including dressing, bathing, meal preparation, and light housekeeping. Provided patient, respectful support to help maintain comfort, safety, and independence.

Handles financial transactions involving checks, cash, and chips with accuracy and professionalism. Balances kiosk machines and manages large sums of money while maintaining a balanced cash drawer daily.

Performed key Human Resources functions, including creating and updating training manuals, verifying health plan coverage, and linking member accounts accurately. Reconciled accounts according to established terms and closed accounts when required.

Handled high-volume inbound calls for national contracts including FEMA, AARP, and Best Buy, providing clear and compassionate support. Guided callers through applications for aid, answered questions regarding prescription coverage, and assisted with rewards redemption.

Pulled and reviewed escrow reports, accurately applying funds to the correct accounts and ensuring all transactions were properly documented. Conducted research to resolve discrepancies and maintained detailed, up-to-date claim records.

Fulfilled customer requests by accurately completing transactions and directing inquiries to the appropriate personnel. Identified opportunities to upsell and successfully promoted additional services to existing customers.

Pursuing an associate degree in Business Administration, with completion pending.

Completed a certification in Medical Office Administration with a minor in Medical Terminology in May 2019.

Earned a certification in Insurance and Coding with a minor in Medical Office Specialist in May 2008.