Tami Rocco
Erie
Summary
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Seasoned insurance specialist with excellent planning and problem-solving abilities. Offering several years of experience and a willingness to take on any challenge. Organized, driven and adaptable professional with successful history managing high caseloads in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Stakeholder Engagement CSR
Provider Resources Inc
02.2025 - Current
- Understand and represent PR/ mission, vision, and values to all internal and external customers
- Interact with government and private sector clients, partners, and PRIT staff in a professional and accountable manner, and as a representative of PRIT management
- Interact with project team members in order to successfully fulfill contract obligations with the highest quality and in a timely manner meeting PR/M's ISO requirements
- Instills integrity throughout the organization via active participation in ISO requirements
- Communicates outcomes to team members to ensure a positive, open, environment which mitigates risk and achieves a culture of Continuous Quality Improvement
- Engage clients in appropriate communication that manages client expectations and builds a collaborative relationship with the client
- Respond to telephone inquiries promptly, professionally, and efficiently to provide first call resolution
- Understand and resolve customer requests, questions and provide analysis of situations to determine best use of resources
- Obtain, evaluate and analyze all relevant information to successfully handle inquires
- Serves as liaison between the customer and various departments or team members in response to inquires
- Direct unresolved issues to designated departments or team members for further investigation if necessary
- Participation in educating and communicating the program requirements to Stakeholders
- Respond to all written inquires (letter, fax, and email) in a professional manner
- Record details of actions taken and provide follow-up
- Maintain a communications log that documents all inquiries, including telephone, written, and e-mail
- Actively participates in quality assurance activities; identifies trends and reports management
Data Entry Clerk
Provider Resources Inc
06.2024 - 02.2025
- Work with the federal portal/CMS for medical disputes
- Utilize several different computer applications and spreadsheets to process many disputes
- Sent out payment determinations in favor of the Healthcare Provider or Insurance Carriers
- Checked source documents against entered data to ensure accuracy
- Performed data entry from paper documents, emails, and other sources into company Excel spreadsheets
- Prepared summaries of daily work completed for review by management
- Assisted colleagues with resolving any issues related to data entry operations
- Followed up on pending tasks until completion
- Organized files according to established procedures for easy retrieval
- Maintained confidentiality of sensitive client information at all times
- Assisted the accounting department to reconcile accurate dispute fees
- Received recognition for exceeding productivity expectations
Customer Advocate I
Erie Insurance Group
09.2001 - 03.2023
- Worked on the FNOL team
- Claims intake via phone calls
- Reconciled billing and payment errors, updated banking information
- Ensured compliance with HIPAA regulations by maintaining customer confidentiality and safeguarding sensitive data
- Oversaw a wide range of customer inquiries, from basic to complex, if needed to be escalated
- Assisted agents with website troubleshooting with the agent portal
- Perform problem analysis, problem determination and recommended resolutions to the callers
- Streamlined processes, improve efficiency, and while critically thinking, address escalated concerns within a 24-hour return call back period
- Processed changes, sent endorsements and amendments and post issue requirements for Insurance policies
- Managed pending work queues outside of service expectation
- Performed administrative tasks such as typing, letter writing, and using our faxing software
- Provided support to other departments by assisting with claims, and conducting in-depth research
- Continuously used screen sharing software to mentor the new hires for training
- Identified areas for process improvement to enhance the functionality of existing or proposed systems
- Gathered and analyzed third-party reports
- Maintained exceptional 9-10 Voice of Customer ratings via effective customer engagement
- Received numerous accolades for consistently exceeding metrics in availability, average handle time, documentation, efficiency, and service expectations
- Demonstrated leadership by obtaining mentor certification
- Strong skills in using computer systems (MS Office, Outlook, Excel) for data management
- Asked to join the Resolution Team to resolve complex issues
- Received Certificates for Compliance with HIPAA laws and regulations
- Promoted to work remotely with minimal supervision due to exceeding levels of expertise
Education
Online course - Medical Billing & Coding
Penn Foster
Norcross, GA04.2025
Skills
- Attention to detail
- Call Center operations
- Insurance industry expertise
- Physiology knowledge
- Medical payment determinations
- Annuity Transfers
- Medical Terminology
- Medical administrative support
- CRM Software
- Active listening
- Medical dispute resolution
- Microsoft 365
- Time management
- Customer service
- Critical thinking
- Operational expertise
- Multitasking
- Data analysis skills
- Team Training/Leadership
- Anatomy
- Organizational skills
- HIPAA
- Customer retention
- Rollovers
Timeline
Stakeholder Engagement CSR
Provider Resources Inc
02.2025 - Current
Data Entry Clerk
Provider Resources Inc
06.2024 - 02.2025
Customer Advocate I
Erie Insurance Group
09.2001 - 03.2023
Online course - Medical Billing & Coding
Penn Foster
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