Customer Service Representative

Shawna Coleman

317-***-**** ************@*****.*** indianapolis, IN 46254

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SUMMARY

Committed professional with many years of experience as a Client/Member representative. Devoted to giving every customer a positive and memorable experience. Delighted in giving stellar customer service, multitasking, and time management abilities. Desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. SKILLS

Follow-up skills

Appointment Scheduling

Insurance Verification

Inbound/Outbound calls

Patient Scheduling

Accurate Documentation

Multi-line phone proficiency

Referral tracking

Organizational abilities

HIPAA Regulations

Meeting deadlines

Detail oriented

EXPERIENCE

Referral Specialist III, Elevance Health, August 2016-Current Indianapolis, IN

Processed incoming referral requests for medical services and submitted them to the appropriate insurance companies for authorization. Maintained detailed records of all patient referrals, including dates of submission, status updates, and any additional information required by insurance providers. Collaborated with team members to ensure the accuracy of referral data entered into the system.

Reviewed all documentation associated with each referral request to ensure compliance with relevant regulations.

Participated in staff meetings and provided feedback on ways to improve procedures related to referral processing.

Member Service Representative III, WellPoint/Anthem Insurance Company, December 2006-August 2016

Indianapolis, IN

Greeted customers in a friendly and professional manner. Provided support to members regarding account inquiries, processing transactions, and resolving issues.

Answered incoming calls regarding membership benefits and services. Maintained accurate records of member interactions and transactions. Handled customer complaints in an efficient and courteous manner. Provided guidance to members on how best to use products or services offered by the organization.

Researched complex issues related to accounts or services provided by the organization. Monitored compliance with organizational security protocols when interacting with members. EDUCATION AND TRAINING

Associate of Applied Science

Accounting And Computer Science, Pontiac Business Institute, Indianapolis, IN May 1991

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