Customer Service Medical
Resume:
Columbus, GA *****
757-***-**** (cell)
*******@*****.***
Kecia L. Taliaferro
Objective To secure a position with a company that would utilize my skills as a powerful
customer care representative as well as benefit from my vast knowledge of
medical claims processing as I bridge the gap between major corporation and the
everyday consumer. A company where I can grow to become a valuable asset.
Experience PRA Hampton, VA
July 2010 to Present
Account Manager
Collection of debts purchased by a collections company. Account negotiation for
purposes of resolving inactive accounts. Building monthly revenue base by
carefully assessing a debtor’s debt to income ratio to secure affordable monthly
payments that accrue interest for the company. Team coaching as well as “second
voicing” teammate calls to secure debt resolution. Assessing and reversing debtor
disputes into account resolution.
Courtyard Marriott Newport News, VA
August 2009 to Present
Night Auditor/Guest Care Services
Reconciling entire day’s transactions in every area of the hotel by shutting down
main server and compiling information onto a general ledger. Initiating computer
systems of hotel for new day’s transactions. Registration of guests and checking
out departing guests. Oversee front desk operations and schedule employee
hours. Arrange group blocks and guest transportation. Balance cash drawer, post
charges, collect payments, verify checks, and authorize credit limits. Assist
guests via telephone and face to face. Assist sales and catering with group and
contract packages.
Afni, Inc. Opelika, AL
October 2006 to December 2008
E-Services Customer Care Supervisor
Coaching employees to meet Verizon Wireless standards in assisting customers to
navigate their way through their on line Verizon Wireless accounts via inbound
telephone contact. Taking escalate supervisor calls, preparing employee timecards
and appraisals, managing the call center floor, conducting weekly calibration
workshops, preparing monthly standard reports, assist with password resets,
equipment and plan upgrades, ESN changes and general billing questions. Porting
wireless telephone numbers and processing responsibility and address changes.
Comfort Inn
Opelika, AL
July 2006 to May 2007
Front Desk Supervisor
Registration of guests and checking out departing guests. Bill computations, post
charges, collect payments, balance cash drawer. Daily housekeeping assignments.
Group sales, contracts and booking. Guest interaction via telephone and face to
face contact. Employee evaluations and appraisals, interviewing and hiring
employees, weekly shift scheduling of front desk and housekeeping employees.
Compiling reports and entering information onto general ledger. Implementing
cost effective procedures and practices. Responding to guest comments via formal
letters on the internet.
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US Healthcare Woodbridge, NJ
1988 to 1991
Medical Claims Processor
Processing group health claims for HMO and PPO providers of service. Claims
coding using CPT 4, ICD 9 and HIAA. Input claims data into system while
interpreting coding and understanding medical terminology in relation to
diagnoses and procedures. Adjudicated for allocation of deductibles, co-
pays, co-insurance maximums and provider reimbursements.
Followed adjudication policies and procedures to ensure proper payment
of claims. Provided prompt customer service to members, providers and
other internal company entities regarding claims. Documented phone
calls in system and followed up on issues if needed. Resolved problems
resulting from claim adjudication and customer service phone calls.
Audited randomly selected claims to ensure quality processing.
• Prudential Ins Co Iselin, NJ
1985-1988
Medical Clams Examiner
Processing group health claims for HMO and PPO providers of service. Claims
coding using CPT 4, ICD 9 and HIAA. Input claims data into system while
interpreting coding and understanding medical terminology in relation to
diagnoses and procedures. Adjudicated for allocation of deductibles, co-
pays, co-insurance maximums and provider reimbursements.
Followed adjudication policies and procedures to ensure proper payment
of claims. Provided prompt customer service to members, providers and
other internal company entities regarding claims. Documented phone
calls in system and followed up on issues if needed. Resolved problems
resulting from claim adjudication and customer service phone calls.
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Education Paul D. Camp Community College Smithfield VA 2008 to present
Montclair State College Montclair NJ 1984 to 1986
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