EDUCATION

High School Diploma May **** Academy of Richmond County Augusta, GA

Medical Coding and Billing Program, Reimbursement Specialist June 2012 Goodwill Works Augusta, GA

PROFESSIONAL SUMMARY

Strong written and verbal communication skills, strong organizational and multi-tasking abilities.

Able to work independently and with peer groups

Customer service management: Complaint handling & resolution, customer satisfaction enhancement, team building & training

Proficient in Microsoft Office

Insurance Verification, Claim Entry, Payment Posting

Medical Terminology

EXPERIENCE

Global Medical Response Dispatcher December 2021 – Present Remote

Effectively communicate with the customer about their trip reservation which includes, confirmation of trip, routing time issues with transportation service and customer review of trip experience.

Use appropriate methods to schedule, assign, review and route transportation request

Monitor and respond to calls and emails proficiently using established call handling and deliver excellent customer support customer support to providers facilities and member representatives

Clearly document communication following protocols and processes and properly identify and escalate issues as necessary

Alorica Customer Service Rep June 2021 – December 2021 Remote

Responsibilities included activation or deactivation of customer utility service and transfer of utility service

Provided information about utility service policy, rate questions, and billing inquiries.

Investigated high bills, authorized extensions, and made arrangements for payment of past due bills and final bills.

Handled complex customer questions, complaints, and billing inquiries with the highest degree of professionalism to resolve customer issues with one call resolution

Teleperformance WellCare Supervisor February 2019 – June 2021 Augusta, GA

Ensured escalated support calls and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters were handled properly

Checked WellCare member eligibility and provided them with provider information

Educated members and/or providers on health plan initiatives

Provided first call resolution working with appropriate resources to ensure closure of all inquiries

Processed written customer correspondence and provided the appropriate level of follow-up in a timely manner

Teleperformance WellCare Agent January 2018 – February 2019 Augusta, GA

Responded to member, provider and other inquiries via telephone while meeting all corporate guidelines and performance standards.

Ensured customer satisfaction while assisting customers with issues/concerns related to their health insurance plan

Reviewed customer information to check eligibility for Medicaid

Placed Over the Counter orders for WellCare members

Recorded, investigated and resolved member complaints

Assisted in the education of members regarding health plan procedures/policy

Contract Callers Inc Collection Specialist July 2017 – December 2017 Augusta, GA

Negotiated payments while continuing to build a positive relationship with customers

Performed telephone contact with customers according to guidelines to ensure payment

Resolved client-billing problems while applying great customer service in a timely manner

Managed collection efforts with a high level of persuasiveness and professionalism

Augusta Collection Agency Bill Collector January 2017 – June 2017 Augusta, GA

Made outbound collection calls in a professional manner while keeping and improving customer relations

Maintained a positive customer relationship and minimized a bad debt experience

Negotiated repayment terms that work for both the customer and the company

Convergent Customer Service Rep August 2016 – January 2017 Augusta, GA

Provided exceptional customer service to individuals through mobile device diagnostics and answered account questions in a timely and efficient manner

Continually increased knowledge of telecommunication products and services

Received coaching and feedback to help further develop my skills

Medical College of Georgia Crossroads Medical Coding Intern July 2012 – October 2012 Augusta, GA

Duties included answering telephones and assisting customers with their inquiries.

Regularly and routinely assisted customers and patients with scheduling appointments, verifying health insurance and documenting coverage or lack of health insurance coverage.

Served as a first line of contact for customers and patients in navigating their bills, invoices, and statements of services rendered and posting the corresponding payments from individuals, third parties, and other organizations to include Health and Human Services, Medicaid, and Medicare.

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