Scott Fraser

8000 W. Stanford Ave. #2-202 Denver CO, 80123 ♦ (724) 420-3968 ♦ S_Fraser82@yahoo.com

Versatile professional with over fifteen years of progressive call center experience that yields
knowledge of quality, training, coaching as well as supervision. A high-energy leader that has
been recognized for innovative team-building and effective staff development techniques.

 Proficient Windows based experience including Outlook, Word and Excel

 Strong interpersonal skills and professionalism
 Independent problem solver with robust analytical skills and strong attention to detail
 Effective written and verbal communication

Rent The Runway

December 2019 – March 2020
Customer Experience Associate
 Responds to member questions and resolves account issues via email and web
chat.
 Working within the team to collaborate on the best possible resolution for our
member inquiries.

The Lash Group

March 2017-August 2018
Benefit Verification Specialist / Patient Access Specialist
 Collects and reviews all patient insurance information needed to complete the verification
process.
 Precisely documents specifics for various payer plans including patient coverage, cost
share, and access/provider options according to program specific SOP’s.
 Identifies any restrictions and details on how to expedite patient access.
 Could include documenting and initiating prior authorization process, claims appeal, etc.
 Completes quality review as a part of finalizing the product.
 Work requires focus, flexibility, and the ability to adapt to changing work situations.
 Assisting the Siliq team with Patient Access Specialist duties that include benefit
verification, accurate documentation, site coordination and patient communication to
ensure timely delivery of the specialty medication.
 Proficiency with both the Patient Plus and Centocor databases.

Gateway Health®
May 2011 – July 2016
Call Center Supervisor Sept 2014 – June 2016
 Monitors various reports via CMS Supervisor to analyze trends and directs staff to
respond to the call volume as required.
 Maintains that all operations fall within Compliance/HIPAA regulations.
 Ongoing communication with various outside vendors such as United Concordia, Davis
Vision, Argus and AWD affiliates.
 Confirms that all Call Center Representatives receive ongoing monitoring, coaching and
feedback to meet the demands of a fast-paced call center.
 Conducted briefings and meetings before and after work sessions, which included
praising individuals as well as clarifying various areas that they need to work on.
 Escalated issue handling from medical providers and members alike.
Scott Fraser
 Maintained and documented work completed on a daily basis; presented the report to the
management daily.

Century Negotiations Inc.

March 2008 – Jan 2011
Client Service Associate
 Training new employees
 Work together in a team to solve various client issues.
 Receiving incoming calls to service new and existing clients.
 Problem solving and ability to work independently.
 Outgoing calls made to follow-up on various issues.

Xentel Inc.
Aug 2001 – Dec 2007
Assistant Branch Manager (May – Dec 2007)
 Customer Sales Representative (2001 – 2007)
 Training new employees to enhance productivity.
 Monitoring and verifying telephone sales.

Education
Norwin High School graduate (2001)