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Customer Service Medical

Location:
Lexington, NC
Posted:
May 23, 2014

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Resume:

NANETTE WILLIAMS

**** ****** **

Lexington, NC **292

919-***-**** cell

336-***-****

acd9pv@r.postjobfree.com

OBJECTIVE

To obtain a position as a certified Medical Coder or Billing Specialist.

HIGHLIGHTS OF QUALIFICATIONS

IDX Medical Terminology

Siemens Bookkeeping

Blue E Insurance Claims

FISS MAS90

Accurate Procedural and Diagnostic Coding

RELEVANT EXPERIENCE

SYKES/Alpine Access

Telecommunications Customer Support 09/16/2013-11/13

Help Customers by taking inbound calls to answer questions, resolve issues

and take payments, assist customers through every stage of their issue

until resolutions are delivered, responsible for arranging payments,

updating account information, managing billing inquiries, adjusting billing

and managing billing information changes and disputes as needed, technical

Support, Billing / collections, and Inbound Sales. The main responsibility

is to answer back to back calls during your shift to assist customers and

resolve issues on each call, effectively dealing with any issues and

solving problems that arise on the phone with effective communication

skills: consistently using multi-tasking skills to follow an internal

process of understanding the issue and finding a solution to the issue

while communicating with the customer handing a large number of calls each

day without losing enthusiastic voice and attitude. Answering all calls

promptly and efficiently.

Leo, LLC 10/2012-11/2012

Virtual Administrative Assistant-/Customer Care

Assisted supervisory and nonsupervisory employees with various

administrative support tasks. These tasks included, but were not limited

to, general filing and records maintenance, compiling data for reports,

assisting with administrative tasks associated with the cost center(s)

budget(s), scheduling appointments and meetings, calendar maintenance for

one or more employees, answering/screening telephone calls, preparing

expense reports, preparing/editing presentations, making travel

arrangements, distributing mail, greeting/escorting visitors, assisting new

employees, duplicating, and other established general administrative tasks.

Nanette Williams

-2-

NEW CORP 08/2012-10/2012

Customer Care Rep

The Customer Care Representative (CCR) for the DIRECTV program is

responsible for supporting the mission of NEW by providing an all-

inclusive, comprehensive customer service experience that encompasses

advanced technical support for programming and/or equipment issues,

answering a wide array of questions that range from general to complex

while providing education on self-resolutions and value-added services,

diffusing frustrations by providing options and solutions, resolving issues

regarding claims, warranties and servicing products, accurately determining

entitlement and setting up service options. Demonstrates world class

customer relations and achieves a high level of quality results in a timely

and efficient manner, professionally handle incoming requests from

customers, ensuring that issues are resolved both promptly and

Accurately to achieve first contact resolution, providing world class

customer service by communicating with energy and personal confidence,

technical troubleshooting and gathering information from customers to

identify the root causes of customer problems and/or dissatisfaction.

Determining appropriate courses of action to ensure the result is

successful from both a client and customer standpoint, and to accurately

document the interaction through contact tracking, providing accurate

product information and serving as a knowledgeable resource for the

customer while being a champion of the DIRECTV programming and explaining

and offering all available options to customers to allow them to gain the

most out of their DIRECTV viewing experience, meeting defined monthly

performance objectives including but not limited to: first call resolution,

customer satisfaction, attendance, schedule adherence, and average handle

time to NEW standards, balance the needs of the end user customer while

balancing the needs of the internal business requirements for productivity

and performance, continual customer service and product development of

knowledge base through internal training opportunities, external sources

and self-education.

Customer Service Agent/IC

ACD Direct 03-2011 to 07/2012

Answer incoming calls regarding pledge donation (using scripts)

Refer members to Member Services

Explain gifts to members

Work with PBS and NPR radio and television

Data Collections Specialist

02-2010 to 02/2010

Green Resources@RTI International (MEPS-MPC)

Probe for information for contacting personnel to request medical records,

Send Authorization forms to physicians from patients that volunteer to

participate

Nanette Williams

-3-

in research to find out how people pay for and use health insurance

benefits

Medical coding, ICD-9, and CPT codes (modifiers),Abstract from the Medical

Record Receive and Return Medical Record.

Customer Care Attendant/Administrative Assistant1 2010 to 2-2011

Accredited Computer Services

Explain coverage to HUMANA clients, make and confirm demographic changes,

using CI (Customer Interface, PBS), take payments, compare plans with

customers, transfer calls to appropriate departments

Customer Care Agent 2-2009 to 4-2009

Sutherland Global Services, Inc.

Answer inbound telephone calls to support products such as Cable

Resolve Internet and VOIP issues, suggest the appropriate up sale to the

Member, educate the member on where to find needed information and how to

perform resets Schedule service appointments.

Merchant 1-2003 to 2-2009

Self-Employment/Marketing

Sales Experience

Management Experience

Business Development Experience

Initial advertising and marketing, capitalization and funding

Operational management

Developing business plans and strategies

Client relations instituting cost controls

Internal audits and customer service

Medical Billing Specialist 3-2001 to 1-2003

Kelly Services/Kelly Healthcare

Process claims for 16 states

Accurately adjudicate claims and display extended working knowledge of each

Administration of 6000 edits to ensure claims are processed to completion

Assist with the logging in of data into databases

Knowledge of medical terminology

EDUCATION

Devry University 05/03/2013

Health Information Management Degree Program

Center for Employment and Training 06-2001 Medical Insurance Billing,

Durham, NC

Bartlett Yancey Senior High School 06-1983 Academic HS Diploma



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