Sheen Bertulfo

Medical Biller | Order Taking | Eligibility

Verse Medical

Feb 2022 - Jul 2023 (1 year 6 months)

• Process billing for DME provider • Process order taking to ship to the patient's address • Calling insurance for Eligibility • Assisting member with their supplies orders and processing coinsurance on their behalf • Ensuring HIPAA is strictly followed

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Trainer, Training Department

Jul 2021 - Dec 2023 (2 years 6 months)

• Conducts organization wide needs assessment and identifies skills or knowledge gaps that need to be addressed. • Teach skills to agents to better prepare them for a specific goal or to improve upon already-established skills. • Provide coaching and KPI action plan to agents. • Guide learners on how to accomplish training objectives, notice group dynamics and learners' progress, and manage the training event.

C

Csat Scrubber, Operations

Feb 2021 - Jul 2021 (6 months)

• Client facing role with client weekly touch point review on survey performance for Teleperformance • Partners with Operations, Quality and Training in creating action plan to address survey scores • Provide deep dive analysis, trend, tips to improve CSAT and FCR performance via QA enhanced rider • Provide update to the Client with regard to the common opportunities captured after scrubbing failed CSAT surveys and also provide recommendation to the team on how agents can achieve FCR and Excellent Customer Service.

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Subject Matter Expert, Operations

Feb 2018 - Feb 2021 (3 years 1 month)

• Provide expertise to fill knowledge gaps on a project or within a company. • Explaining policy implementation to fellow team members. • Fact-checking other professionals on the project to ensure data and information accuracy

C

Customer Service Representative

Nov 2015 - Feb 2018 (2 years 4 months)

• Provide customer service for both members and providers of Health Net insurance • We provide benefits and eligibility to our caller. • We process premium payment and discuss billing information • We provide status of claims and appeals and do a thorough research for denials to identify what documents are needed to complete the process • Send materials to the member such as EOB and other letter request

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