Tyarra Gutierrez

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Senior Medical Billing Specialist

Innovative Care

Jan 2022 - Current (4 years 7 months)

• Communicated with insurance providers to resolve denied claims and resubmitted. • Posted and adjusted payments from insurance companies. • Communicated effectively and extensively with other departments to resolve claims issues. • Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience. • Located errors and promptly refiled rejected claims. • Identified and resolved patient billing and payment issues. • Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable. • Ensured timely submission of claims to various insurance carriers, resulting in prompt

Customer Experience Trainer

hims & hers

Sep 2020 - Nov 2024 (4 years 3 months)

• Improved employee performance by designing and implementing effective training programs. • Enhanced trainee engagement through interactive workshops and hands-on activities. • Maintained onboarding training and trained over 50+ agents. • Oversaw implementation of multiple products, system and trainings for a team of 100+ agents • Collaborated with subject matter experts to create accurate and up-to-date content for training sessions. • Coached employees on best practices, providing constructive feedback to support their professional growth • Monitored participant workflow and behaviors throughout training process. • Tracked attendance and evaluated progress for assigned trainees. • Educated clients on proper use of products and s

Member Service Specialist

hims & hers

Aug 2015 - Aug 2020 (5 years 1 month)

• Managed high call volume (50- 80) calls, managed 10 via chats (2/3 at a time) and emails while maintaining professional composure under pressure, ensuring positive customer interactions. • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. • Identified trends in member feedback, enabling targeted improvements to programs and services offered. • Provided ongoing support to members by promptly answering inquiries and offering tailored assistance when needed. • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. • Reduc

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Member Care Specialist

Perry Health

Sep 2013 - Aug 2015 (2 years)

• Improved member satisfaction by providing exceptional customer service and addressing concerns promptly. • Aligned efforts with organizational objectives by contributing valuable insights during strategic planning sessions focused on enhancing membership value propositions. • Reduced member attrition rate with proactive outreach initiatives and targeted retention strategies. • Evaluated the effectiveness of current communication strategies employed within the Member Care department, proposing relevant improvements based on data-driven insights. Optimized workflow processes, identifying areas for improvement within Member Care operations and implementing necessary adjustments. Displayed unwavering commitment to maintaining a high level

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