Shantel Chance

Trainer (Retention Department)

Melbourne, FL 32909

ad46cd@r.postjobfree.com

+1-321-***-****

Customer Service Representative with 10 years experience in a large call center environment processing inbound and outbound calls, training new representatives, making appointments, and also taking sales calls.

Willing to relocate to: Palm Bay, FL

Authorized to work in the US for any employer

Work Experience

PSR - Patient Service Representative

Spectraforce Staffing - Palm Bay, FL

October 2023 to March 2024

• Handle inbound calls and complete outbound calls.

• Delivers straightforward administrative and/or other basic business services in Customer Service.

• Receives requests by mail, telephone, or in person regarding insurance claims/policies.

• Responds to inquiries from policy holders, providers and/or others for information and assistance.

• Sell the assessment to members, entice the member to agree to a free benefit provided by their insurance and secure the scheduled visit

• Performs research to respond to inquiries and interprets policy provisions to determine most effective response.

• Mails or routes claim forms and supporting documentation to various units for final processing.

• Position typically requires excellent interpersonal skills, ability to understand and interpret policy provisions.

• Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.

• Issues tend to be routine in nature. Good knowledge and understanding of Customer Service and business/operating processes and procedures. Works to clearly defined procedures under close supervision.

• Remote worker capable.Work at home, but not guaranteed based on business need.

• Must have their own broadband internet 10 MBpsCannot use AT&T nor satellite internet.

• Assist callers and customers understand our business. Topics would include answering benefit questions, claims questions, guiding on the appeals process, guiding on initiating authorization for pharmacy/medical calls, documenting and guiding with complaints, payment inquiries, and other customer service common questions.

• Make it easy for customers to work with us. Take ownership of their issues and do your best to resolve them over the phone the first time, every time.

• Be an advocate for health and wellness

Medical Receptionist

CSL Plasma - Palm Bay, FL

August 2022 to January 2023

• Greeting the new donors and previous donors

• Creating profile for new donors

• Taking donors vitals

• Updating checking in logs

• Make sure are is sanitized

• Make sure i put refreshments on the refreshment table.

• Making sure all donor have been assisted with there questions.

• Make sure all donors feels welcome at all times. Mobile Expert

Metro by T-Mobile (authorized dealer) - Palm Bay, FL December 2021 to July 2022

• Responsible for providing customers an exceptional retail experience while achieving sales and service expectations of the Mobile Showroom

• responsible for providing exceptional customer service through hands-on experience with an emphasis on data analytics, user research and other tools

• Greeting customers

• Making sure store is clean

• Making sure to try and retain our customers and clients. Claims Customer Service Representative

Cigna - Melbourne, FL

June 2021 to September 2021

• include outbound and inbound insurance carrier calls, reprocessing claims, drafting appeals, working denials and resolving unpaid claims.

• team members ensure customers' medical claims are processed accurately and timely which helps them to maintain their health, well-being, and sense of security

• Under direct supervision performs duties relating to the claims adjudication process from review of the claim form, verification of eligibility, verification of coordination of benefits with insurance carriers, and finalizing based on the health benefits plan.

• Making sure all issue is resolved in a timely manner and all customers and clients are satisfied. Mortgage Customer Service Representative

The Money Source - Palm Bay, FL

February 2021 to August 2021

• Field incoming calls in a timely manner throughout shift.

• Identify customer questions, complaints, concerns, and overall needs.

• Provide sufficient answers and solutions to all customer queries.

• Handle customer complaints respectfully and professionally.

• Redirect customers to appropriate departments and teams when appropriate.

• Follow up with callers on complaint/question status, ensure resolution.

• Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.

• Follow all communication procedures, policies, and guidelines during every customer interaction.

• Perform duties and responsibilities with our customers' satisfaction as your number one priority. Collections Representative

MDS Communications - Melbourne, FL

April 2018 to May 2021

• A Medical Collections Representative contacts patients by telephone regarding their accounts and is responsible for ensuring collection of past due balances, answering questions and assisting in setting up alternative pay plans when necessary. Maintains patient account records and may settle third party payer issues.

Online Grocery Pickup

Neighborhood Walmart - Huntsville, AL

March 2020 to November 2020

• Provide customer service by acknowledging the customer; identifying customer needs; assisting with purchasing decisions; locating merchandise; resolving customer issues and concerns; and promoting products and services, while maintaining a safe shopping environment.

• Maintain merchandise presentation by stocking and rotating merchandise; removing damaged or out- of-date goods; setting up, cleaning, and organizing product displays; signing and pricing merchandise appropriately; inspecting merchandise to ensure a fresh and clean presentation, and securing fragile and high-shrink merchandise.

• Help generate new business and associated revenue by actively promoting department services and offerings to customers; responding to customer inquiries and requests; helping customers register for department services; and soliciting feedback from customers about their online shopping experience.

• Receive and stock merchandise throughout the facility and organizes and maintains area by following company safety, cleaning, and operating procedures; utilizing equipment appropriately; setting up displays; maintaining modular integrity; receiving, sorting, staging, and delivering merchandise; and completing paperwork, logs, and other required documentation.

• Fulfill customer orders by reviewing orders; locating, preparing, and packaging merchandise; ensuring the accuracy of orders prior to pick up; making appropriate product substitutions and consulting with the customer as needed to ensure satisfaction; and following up on out-of-stock merchandise.

• Comply with all company procedures and perform other duties as assigned Non-Clinical Intake Representative

eviCore healthcare - Melbourne, FL

August 2019 to March 2020

• They assist with registration and admissions, record patient information and provide administrative support for other medical professionals.

• Use this Intake Specialist job description to advertise your vacancies and find qualified candidates. Feel free to modify responsibilities and requirements based on your needs.

• Greet the customer for calling whatever insurance company they are with.

• Completing all admissions paperwork and entering it digitally

• Verifying medical insurance coverage and benefits for each patient

• Setting appointment for there procedure

• Making sure we verified HIPAA

• Make sure we let all inbound calls know that all calls are monitored and recording. Trainer (Retention Department)

Teleperformance - Boca Raton, FL

January 2015 to March 2017

• Trained 20+ employees monthly via webcam and remote classroom software • Sole instructor of 4-week new hire training for retention department representatives who work remotely from home • Provided techniques for retaining at least 90% of their calls from canceling • Monitored, coached, and graded new hires on their service performance while they are on the floor their 3rd and 4th week.

• Efficiently processed 120+ inbound telephone calls daily from AT&T, SPRINT.

• Scheduled approximately 100 service calls daily.

• Entrusted to work from home.

Customer Service Representative

Teletech - Melbourne, FL

October 2013 to January 2015

• Answered 100 customers service inbound calls daily for Experian and TurboTax • Assessed customers needs through guided questions.

• Assisted customers with navigating tax preparation software and obtaining credit reports / scores • Provided clients with details on reasons for being audited on their taxes.

• Received multiple financial awards and prizes for outstanding performance. Customer Service Support Specialist

Convergys - Fort Lauderdale, FL

June 2010 to October 2012

• Provided quality customer service on opening wireless phone service.

• Explained the features of wireless phones / services plans. Education

Diploma

Bayside High School - Palm Bay, FL

Skills

• Microsoft Office

• Sales

• Receptionist

• Training

• Inventory

• Excel

• Team Building

• Marketing

• CSR

• Call Center

• Customer Care

• Customer Service

• Customer Support

• Medical billing

• ICD-10

• Windows

• Technical support

• Accounting

• Human resources

• Active Directory

• Accounts receivable

• Jira

• Data collection

• Banking

• Medical Receptionist

• Medical Collection

• Payroll

• HIPAA

• Documentation review

• Typing

• Medical scheduling

• Computer skills

• Front desk

• Administrative experience

• Office experience

• Data Analytics

• Analytics

• Insurance Verification

• Intake Experience

• EMR Systems

• Agile

• First aid

• Childcare

• Early childhood education

• HIPAA

• Guest services

• Customer service

• Typing

• Vital signs

• Telemarketing

• Front desk

• Medical terminology

• Restaurant experience

• Research

• ICD-10

• Outbound sales

• Retail sales

• Human resources

• Cold calling

• Recruiting

• ICD-9

• Accounts receivable

• Sales

• Office management

• Inside sales

• Cash handling

• QuickBooks

• Accounting

• Documentation review

• Marketing

• Accounting software

• Payroll

• Accounts payable

• User research

• Remote access software

• ICD coding

• Data collection

• Clerical experience

• Training & development

• Technical support

• Java

• Jira

• Windows

• Supervising experience

• Purchasing

• Call center

• Lending

• Loan processing

• Cash register

• Account management

• Analysis skills

• Negotiation

• Medical coding

• Data analytics

• Sourcing

• Experience with children

• Dental office experience

• Communication skills

• Medical billing

• Special education

Certifications and Licenses

Soft Skills

February 2019 to Present

Child Development Associate Certification

CPR Certification

Driver's License

February 2012 to November 2029

First Aid Certification

BLS Certification

Food Handler Certification

Additional Information

• MS Word, Excel, Outlook • Time Management

• Omni / Salesforce / Java / Avaya • Leadership

• Planning • Multi-tasking

• Trainer/ Instructor • Ability to toggle between screens

• Scheduling • Detail oriented

• Data Entry

Contact this candidate