Siera McCummings

- Respond to incoming customer inquiries via phone, email, and live chat regarding device usage, test results, billing, account access, and general platform questions.

- Identify and resolve technical issues customers may encounter with the Healthy.io device or app, guiding them through troubleshooting steps.

- Adhere to all HIPAA privacy regulations when handling sensitive patient information.

- Access and update customer information within the system to accurately address inquiries and manage accounts.

Efficiently resolved billing and credit issues, enhancing customer satisfaction through one-call resolution.

• Assist customers through support channels, including phone, chat and/or email, to assist with payments, resolve billing and credit issues
• Provide high quality customer interaction by handling customer’s needs with integrity and empathy in one transaction
• Exhibit good decision-making skills and anticipating customer needs while efficiently providing accurate information
• Offer and educate customers on various company products and services
• High degree of accountability for individual performance in the areas of customer satisfaction

Simplified benefits investigation and prior authorization processes, improving patient access to prescribed therapy

• Responsible for handling the day-to-day activities within reimbursement services (benefits investigation, prior authorizations and appeals support)
• Complete medical and/or pharmacy benefit investigations, identify and facilitate submission of required documentation for payer/plan review for prior authorization

Expertly navigated procedure codes and coverage plans, ensuring accurate and timely assistance for recipients and providers

• Assist recipients with verifying coverage
• Educate customers on plan types and coverage
• Update and confirm Primary Care Providers
• Assist providers with inquires about procedure codes (CPT) used to report medical services for reimbursement