Customer Service Call Center
Resume:
CHARLENE HALL
CONTACT
***********@*****.***
Corapeake, US
SKILLS
Customer Service
Microsoft Excel
Microsoft Office
Active Listening
Microsoft Outlook
Critical Thinking
Client Satisfaction
Insurance Knowledge
Documentation Skills
Insurance Practices
Benefits Verifications
Insurance Coverage Verification
Insurance Claims Management
Microsoft Windows
Insurance Eligibility
Billing Procedures
Claims Procedures
Update Records
Call Center Customer Service
Excellent Communication
Attention to Detail
Medical Terminology
Patient Confidentiality
Empathy and Compassion
Interpersonal Skills
Computer Proficiency
Patient Satisfaction
Healthcare Knowledge
Multitasking Abilities
Insurance Verification
Decision Making
Problem Solving
Ethical Conduct
Appointment Scheduling
PROFESSIONAL SUMMARY
Highly motivated professional with experience providing exceptional customer service in a healthcare setting. Proven history of successfully managing patient accounts, resolving issues, and promoting patient satisfaction. Expert in utilizing interpersonal skills to build relationships and foster trust with patients. Exceptional ability to manage multiple tasks and adapt quickly to changing situations.
EXPERIENCE
November 2023 - Present
PATIENT CARE COORDINATOR
Conifer Health, US
Answered telephones and directed calls and voicemails to appropriate staff
Explained medical procedures, treatments, and tests to patients and their families
Facilitated reminder calls to patients for appointment confirmation and order pickup notification
Call patients to set up appointments for procedures
Made outbound calls to patients to set up appointments for procedures
Process appointments for patients.
May 2023 - November 2023
INSURANCE SPECIALIST
Aston Carter, Norfolk
Tracked pending authorizations to resolve discrepancies and avoid revenue loss
Followed up on denials, late payments, extensions, and other special circumstances
Maintained confidentiality of patient finances, records, and health statuses
Maintained high standards of customer service by building relationships with clients
Resolved discrepancies in insurance payments by collaborating with carriers
Processed eligibility and benefits verification and authorization requests
Reviewed claims documents for accuracy prior to submission for payment processing
Investigated claims to determine validity and coverage applicability.
This was a position thru a temp agency
November 2020 - October 2022
UTILIZATION MANAGEMENT REPRESENTATIVE I (REMOTE)
Anthem, Inc., Norfolk
Assist providers and facilities with starting authorizations for members who needed services such as inpatient detox, inpatient psych, residential substance abuse, Intensive Outpatient Services, Partial Hospitalization services, ABA services for children, psychological and neurological testing for children and adults and residential psych who has medicaid as their primary insurance
Also help providers with verifying medicaid benefits for members as well as covered services
Process authorizations for medicare members for same services as mentioned earlier
Processed between 50-80 incoming faxes per day from providers and facilities for services mentioned above as well as take calls from members looking for providers and facilities within network and or covered services
Checked cpt codes for providers/facilities to see if prior authorization is required for certain services.
May 2018 - December 2018
PRODUCT SUPPORT SPECIALIST (REMOTE)
Concentrix, Farmington Hills
Assisted customers with the upgrade of their phones, help with payment options for the purchase, process payments, general questions and concerns, and some general tech issues
Assisted customers with the purchase of TurboTax online, TurboTax download, or TurboTax Desktop versions of their software
Also assisted customers with tech issues concerning the software or efiling their returns
Assisted customers with any refunds that they had or purchases and answered any questions that they had about their account
Assisted the customers on their returns and smart look or live look with customers which gave me the option to look at their returns in real time and walked them thru the steps of filing or fixing any issues that may have occurred if the returns were rejected by the IRS.
August 2013 - March 2016
BENEFITS SPECIALIST
Lockehead Martin, Chesapeake
Helped employees add or delete dependants off their health insurance
Also helped with questions concerning their deductibles, sending out information on their benefits, when their insurance ends, information about what is covered and what wasn't, dental and vision information, doctor and hospital info, replacement cards, 401k and medicare questions and concerns.
August 2012 - September 2013
ASSISTANT STORE MANAGER
Citi Trends, Inc, Durham
Assisted Store Manager with daily operations and supervision of employees
Maintaining proper inventory controls, facilitate inventory transactions and maintain compliance standards for shrink control
Monitor sales activities to ensure that customers receive satisfactory service
Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
Ensuring adherence of staff members to all Citi Trends, Inc Policies and procedures.
June 2010 - July 2011
CUSTOMER SERVICE SPECIALIST (REMOTE)
Alpine Access, Inc, Denver
Answered phones for Citibank as a financial representative and as a customer service rep for AARP
All calls were answered from my home phone and services were done on a computer thru the internet
I took between 60-100 calls per day.
March 2009 - October 2009
ELECTRONICS TECHNICIAN
ACS, Inc, Raleigh
Answered phones and worked on customer's cell phones
The company is Sprint and I do anywhere from basic troubleshooting a customer's device to sending out replacement phones for the customers
I answer questions and concerns about their plans and devices and also take payments when needed
I took between 30-70 calls per day and also upsold to customers when their cellular plan was not fitting to their needs each month.
July 2007 - August 2008
DATA ENTRY CLERK
Transcore, Inc, Prince William
Processed ezpass accts for customers, updated their info when needed, and closed accts when they no longer needed their accts
Processed violations that they may have received when using their tags.
February 2007 - June 2007
ASSISTANT MANAGER
The Wet Seal Inc, Portsmouth
Supervised and motivated all sale associates when working on my shift
Obtained fbc cards for the store from new customers, made sale quota for myself as well as push associates to make their goals daily to make store sales
Did markdowns, damage out clothing, update customer information on computer, and put out and check in stock when needed
Cleaned store daily on my shift as well as do bank deposits in the morning, open and closed store when needed, and check store portal for up to date info about store sales, where we stand as a store in the district, get floor sets for the week, and check voicemail from our district manager for the day sales, events, and monetary goal.
January 2005 - December 2005
ASSISTANT MANAGER
The Dress Barn Inc, Virginia Beach
Supervised, motivated, trained, and developed all sale associates
Ensured proper customer service throughout the day
Created and maintained merchandise displays in the missy, career, and dressy depts
Did price changes, transfers, RTV's, layaways, bank deposits, pos, and check in merchandise as it came in daily
Also helped with the recruitment, hiring, and training of new associates and motivated all sale associates to sell our charge card to new customers as well as process payroll for that week.
EDUCATION
ASSOCIATE OF ARTS
Roanoke Chowan Community College
HIGH SCHOOL DIPLOMA
Gates County Senior High School
CITY
Corapeake
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