Customer Service Representative
Resume:
Cynthia B. Shaw
Rock Hill, SC *9730
*********@*****.***
Employment History
Patient Service Representative
October 2015- PRESENT Lash Group, Fort Mill, SC
Perform Billing and Prior Authorization requests
Contact insurance carriers by phone, verification software, or other internet resources
Calculate estimated patient responsibility payments
Provide an explanation of potential financial obligations to patients
Performed coverage inquiries and verification requests
Liaison between the customer and insurance company
Assist management to resolve patient concerns
Verified insurance coverage levels
Inform Manager/Team Coordinator/Patient Case coordinator of all insurance network status changes
Educated patients on their benefit plans
Talent Bridge USA
2015-2019
Worked with Lash Group on seasonal projects
Customer Service Specialist
July 2013-June 2015 Connextions Inc., Charlotte, NC
United Healthcare Insurance representative
Service support for Medicaid/Medicare/QHP members
Appointment Scheduling and Coverage Verification
Answer calls via dialer and communicated with clients via email
Communicate with insurance providers and third party customer services representatives, pharmacy staff, internal departments and case managers
Customer Service Specialist/Insurance Verification
July 2011-July 2013 Lash Group, Charlotte, NC
Benefits Verification
Acted as a liaison between the customer and insurance company
Verified insurance coverage levels
Worked with individuals to educate them on their benefit plan
Assisted in helping patients get the medical procedures they needed
Loss Mitigation Specialist/Loan Servicing Specialist
March 2007-December 2010 CitiFinancial Fort Mill, SC
Own the Mortgage Loss Mitigation customer relationship throughout
Maintained customer contact via inbound and outbound phone contact and e-mail
Review documents for completeness and accuracy
Coordinate with specialty fulfillment groups and if needed, collection of payments
Work Independently
Perform Loan and Financial Analysis
Processing/closing basic loans
Curing loan defaults and recovering past due payments
Maintain policy and process knowledge on Deed in Lieu, Short Sale, Modifications, Forbearances
Worked with internal departments for loan management
Liaison between customer, investor, and internal departments
Answered between 70-90 incoming calls via dialer
Reviewed reports for completeness and accuracy
Utilized tools to analyze, query and manipulate data according to defined business rules and procedures
Developed procedures in order to resolve complex problems
Communicate with clients via email and phone (manual and dialer)
Loan and Financial Analysis
Assumed ownership of customer inquiries and complaints
Track and report account statuses
Perform IT Support for clients
Answered between 70-90 incoming calls via dialer
Education
August 2004-May2005 York Technical College, Rock Hill, SC
Business Administration
Other Experience
I have more than 10 years of experience working in a call cent environment, answering calls and handling customer inquiries, account issues and complaints. I also have well over 20 years of experience working in the customer service industry.
References
References are available on request.
Contact this candidate