Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rebecca Dillon

Indianapolis,IN

Summary

Enthusiastic Lead Analyst polished in optimizing systems to address dynamic needs, improve collaboration and strengthen security. Weighs crucial business and IT needs against procedural limitations to assess roadmaps for optimal functions.

Overview

13
13
years of professional experience

Work History

Enrollment & Billing Lead Analyst

Accredo Specialty Pharmacy
08.2020 - Current
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
  • Assessed business requirements to create focused solutions.
  • Improved systems with addition of new features and infrastructure.
  • Participated in internal audits regarding quality management system.
  • Researched and adopted new technologies to add value to existing offerings.
  • Developed diagrams to describe and lay out logical operational steps.
  • Monitored employee tasks to gauge business functions and inefficiencies.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Developed customized reports, summarizing and presenting data in visually appealing format.
  • Identified patterns and trends in large data sets and provided actionable insights.
  • Highly independent position, utilizing strong problem solving and analytical skills to identify and correct system issues that directly impact multiple work streams and processes.
  • Analyze client specific reports to identify trends for delinquent payments.
  • Pursue collection activities to obtain reimbursement from clients and/or patients.
  • Identify and share internal opportunities within internal teams.
  • Continuously foster relationships with clients to ensure that collection activities are finalized.

Billing and Reimbursement Representative

Accredo Specialty Pharmacy
06.2015 - 08.2020
  • Reviewed and solved account and billing discrepancies.
  • Assessed accounts for payment status and reached out to customers.
  • Coordinated with intermediate parties to obtain payments and resolve issues.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Received incoming information and entered into database system.
  • Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
  • Provided excellent customer service, developing and maintaining client relationships.
  • Worked with multiple departments to check proper billing information.
  • Processed and verified invoices to secure accuracy of billing information.
  • Developed and maintained billing procedures to make timely payments.
  • Prepared and submitted monthly billing reports to management for financial overview.
  • Identified payment trends and adjusted billing processes accordingly to retain customers.
  • Used data entry skills to accurately document and input statements.
  • Responded to customer concerns and questions on daily basis.
  • Audited and corrected billing and posting documents for accuracy.
  • Handled account payments and provided information regarding outstanding balances.
  • Monitored outstanding invoices and performed collections duties.
  • Collaborated with customers to resolve disputes.
  • Utilized various software programs to process customer payments.
  • Processed payment via telephone and in person with focus on accuracy and efficiency.
  • Generated monthly billing and posting reports for management review.
  • Highly organized with great attention to detail and follow-through.
  • Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult clients for a win-win situation.
  • Consistently met and surpassed all department metrics.

Consumer Service Associate

Anthem
10.2013 - 06.2015
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Boosted customer loyalty and improved implementation of solutions by personalizing interactions.
  • Maintained and managed customer files and databases.
  • Unloaded, loaded and stocked merchandise.
  • Provided accurate answers and solutions to customer concerns, inquiries and complaints.
  • Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Suggested additional services to customers in order to meet upsell goals.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Documented problems and corrective actions to maintain records.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained new personnel regarding company operations, policies and services.
  • Trained staff on operating procedures and company services.
  • Cross-trained and backed up other customer service managers.
  • Educate both providers and members on how to utilize WellPoint’s internet services and also how to submit claims.
  • Highly organized with great attention to detail and follow-through.
  • Consistently met and surpassed all department metrics.

Pharmacy Technician

CVS Pharmacy
07.2010 - 02.2011
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Counted and labeled prescriptions with correct item and quantity.
  • Entered and processed patients' prescriptions into internal system.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
  • Collected co-payments or full payments from customers.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.
  • Set up and modified patient profiles to include current medications and insurance details.
  • Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.

Education

Bachelor of Business Administration -

Indiana Wesleyan University
Marion, IN
04.2023

Skills

  • Customer Communication
  • Invoicing Prowess
  • Collections Duties
  • A/P and A/R Expertise
  • Financial Report Creation
  • Spreadsheet Management
  • Proficient in SharePoint
  • Financial Reporting
  • Creation of online training documents

Timeline

Enrollment & Billing Lead Analyst

Accredo Specialty Pharmacy
08.2020 - Current

Billing and Reimbursement Representative

Accredo Specialty Pharmacy
06.2015 - 08.2020

Consumer Service Associate

Anthem
10.2013 - 06.2015

Pharmacy Technician

CVS Pharmacy
07.2010 - 02.2011

Bachelor of Business Administration -

Indiana Wesleyan University

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Rebecca Dillon