NANETTE WILLIAMS
Lexington, NC **292
919-***-**** cell
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