Customer Service Call Center

Zakia Stephens

Employed

Walterboro, SC *****

*****************@*****.***

+1-864-***-****

Authorized to work in the US for any employer

Work Experience

SME Supervisor

BroadPath Healthcare Solutions - Remote

November 2021 to April 2023

• Talk to doctor, hospitals,care facilities for Ambetter members. Explain benefits and eligibility of members.

• Assisting with claims and prior authorizations for medical claims

• Educating the providers offices with billing manual resources and anything about the insurance plans. Also seeing if NPI are in network with ambetter insurance.

• Maintain the best customer service at all times

• Handling and keeping QA scores for calls at 100 percent ...on each call ...Notation on every call. Handling hold.

• Assisted customers with a warm and professional attitude

• Wrote call center scripts

• Assisted with technical support duties with provider portals.

• SME roll taking supervisor calls.

• Mentoring new agents on calls and QA rules.

• WFH I help out in a Mega chat helping out agents with difficult calls.

• Write scripts for agents when system down etc..

Sales Associate

Wal mart - Walterboro, SC

September 2019 to October 2021

• Assisted with returns

• Stocked the floor

• Provided pleasant customer service

• Responsible for front of store

• Conducted credit card transactions through POS System

• Maintained a clean service environment

• Completed an average of More than 100 transactions per day

• Interacted with customers through live chat

• Handled emails, inbound calls, and outbound calls

• Kept records of customer complaints

Education

1 year of college in Medical Billing & Coding Specialist Palmetto Career Development - Charleston, SC

June 2018 to June 2019

High school diploma or GED in All four subjects

Colleton County Ged School - Walterboro, SC

January 2010 to December 2010

Skills

• Customer Service

• Front Desk

• Guest Service

• Reception

• Medical Billing

• ICD-9

• Medical Coding

• ICD-10

• Medical Records

• CPT Coding

• Software troubleshooting

• Typing

• Insurance Verification

• Windows

• ICD Coding

• Medical Office Experience

• Strategic planning

• Customer service (10+ years)

• Customer support

• Medical Terminology

• Communication skills

• Analysis skills

• Documentation review

• Adobe Acrobat

• Telemarketing

• English

• Microsoft Office

Certifications and Licenses

Drivers License

Medical Billing and Coding

Present

CNA

Additional Information

Skills

• Procedure & Diagnosis Coding CMS Billing

• Guidelines Pre-bill review Electronic Claims

• Submission Paper Claims Submission EOB/ERA

• Customer Service

• Customer Checkout

• Front Office

• Insurance Payment Positing

• Aging Report

• Pre-Authorizations

• Appeals

• Insurance & Patient Refunds

• Cash Handling

• Guest Services

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