Service Representative Customer
Resume:
SHAMIKA R. WILLIAMS
DALLAS, TEXAS 75287
************@*****.***
CAREER OBJECTIVE
Secure a challenging position within a professional environment offering growth and career advancement. Obtain a job that will allow me to utilize my customer service and computer skills. PROFILE
Motivated, hardworking, determined, and able to meet deadlines. Flexible and able to maintain a sense of humor under pressure. Graceful and competent with demonstrated ability to easily transcend cultural differences. PROFESSIONAL EXPERIENCE
United Healthcare Group, Richardson,TX
Customer Service Representative 06/2017-Present
● Take a high volume of calls: 50 to 70 calls for Commercial, Medicare, and Medicaid
● Respond to and resolve, on the first call, provider service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims, financial spending accounts and correspondence
● Assist providers in navigating the company websites and reassure/encourage them to become self-sufficient
● Verify HIPPA on every call
● Set up new cases (prior authorizations) Initiate preservice reviews for upcoming medical procedures at the request of providers & also provide status once done
● Understanding of EOB's and line item denials (Break down claim processing instructions through provider EOB education.)
● Educate providers to submit required information for claims and appeals; & how they can submit it electronically, mail, or fax
● Troubleshoot equipment and system problems
● Participates in training courses as needed
Charter Communications, Irving, TX Customer Service Representative 10/2016-06/2017
● Take a high volume of calls for Billing or Collections
● Educate customers over the phone with any billing discrepancies & inquiries of how they can reduce there future bill
● Take payments by card or banking info
● Navigate through different computer systems while on the phone
● Answer general questions about their services
● Make demographic updates to the account and notate
● Minimal troubleshoot over the phone about the equipment and system: phone, Internet, and cable problems
● Problem solve to help customers resolve issues on the first call Citytelecoin Call Center, Bossier City, LA Customer Service Representative 07/2015 - 07/2016
● Assisted customers & inmates with prepaid accounts over the telephone
● Made courtesy calls to the inmates family and friends to see if they would like to set up an account
● Verified and gave information about their accounts
● Set up and maintained accounts
● Took cash payment at window
● Took payments over the phone using debit, credit, or prepaid card
● Troubleshoot equipment and system problems over the phone about the online account & the online remote video visits
● Ran test on the phone for acceptance issues and ran test on the kiosk to make sure there video visit was successful
● Communicate with customers to resolve their inquiries Teleperformance, Shreveport,LA Customer Service Representative 01/2013 - 05/2015
● Take high volume calls daily to assist customers & providers with any inquiries about their health insurance
● Verify HIPPA with any customer
● Dealt with members, providers, brokers, and employers with benefits, eligibility, demographic updates, premiums, billing, medical claims, and appeals
● Navigate through two or three computer systems at one time to research & assist the members
● Type up templates, emails, discrepancies, and documentation for the calls
● Look up CPT & HCPC codes to see if prior authorization is required
● Acquire information needed from medical records & required information from patients in relation to claims processing
● Knowledge of Terminology, EOB's, and line item denials
● Follow up to customer inquiries by helping customers resolve issues on the first call
● Participates in training courses as needed
CERTIFICATES & ACHIEVEMENTS
Charter Communications, Employee of the Month for May (2017) EDUCATION
Bossier Parish Community College – Major: Criminal Justice 2010-2011 Wiley College – Major: Criminal Justice 2009-2010
Salon Boutique Academy- Completed 750 Hours in Esthetics SKILL SUMMARY
● MS Office Literate (Word, PowerPoint, Excel, Access)
● Verbal & Written Communication
● Problem Solving
● Teamwork & Organizational Skills
● Terminology Knowledge
● Insurance & Claims Processing
● Esthetics
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