Support Specialist Customer Service

Nkisha Charles (***) *** - ****

North East, MD **901 ********@***.***

SUMMARY

Motivated, driven and adaptable professional who takes pride in organizing like-minded groups. Proven ability to remain focused under pressure. Dedicated and reliable professional with a proven track record of perfect attendance. Strong written and oral communication skills.

EDUCATION

Certificate in Health Informatics 2018

Wilmington University

Bachelor of Science (B.S.) Marketing

State University of New York at Old Westbury

EXPERIENCE

Parallon, North East MD 2019- Present

Patient Support Specialist Virtual

• Communicate and review inquiries by the patient in various systems, perform research as

necessary.

• Promoted to Hospital Support Specialist in May of 2023 to present

• Work with various patient and guarantors to secure payment on accounts with balances.

• Escalate patient complaints to appropriate departments.

• Strong communication and listening skills to be able to assist the patients’ needs.

Nkisha Charles Page Two

Cecil County Democrat Club 2015 – 2020

Events Coordinator Chairperson

• Coordinate every aspect of various events for the club, successful proven track record for; Parade Floats, Social Appearances in the Community, and Coordinate and Market their Yearly Fundraiser.

• Budget Monies for the various events.

• Rally members of the club to volunteer their time for the events as they are planned.

• Oversee and manage onsite the various details of the planned event.

Aetna, North East, MD 2011-2017

Associate Claims Benefit Specialist

Processed complex incoming complex claims in a production environment.

• Customer Service Representative who successfully resolved inbound Medicaid customer inquiries accurately and efficiently.

• Frequently received compliments from customers that received outstanding customer service and acknowledged by the teams’ supervisors.

• Promoted to Associate Claims Benefit Specialist telecommuter due to my ability to process error free complex claims for hospitals, providers, and medical equipment claims in a fast paced production environment.

WellPoint, Inc. / Empire BlueCross BlueShield, Bohemia, NY 2004 -2007

Business Analyst (promoted from Customer Service Representative in 2005)

Traveled to various parts of the country teaching staff members the changes in the HIMR system that they successfully used to perform their job functions.

• Analyzed, interpreted, and tracked documents to ensure the implementation of Government procedures to all levels of staff.

• Created and updated workflows, received business workflows from the Intranet and other various sources; such as a Government documents and Emails from the Managerial staff.

• Analyzed, revised, and documented new procedures to present to staff members and management throughout the country.

• Experience with standard suite of Microsoft office software products.

Nkisha Charles Page Three

Professional Placement, Smithtown, NY 1997- 2002

Certified Nurses’ Assistant (Independent Contractor)

Traveled to various hospitals in Nassau County, NY and administered patient care; was an effective liaison between the providers, families, and patients.

• Compassionate and resourceful healthcare professional who assisted ailing patients in the hospital until they were discharged to their individual homes.

• Frequently received gifts in appreciation for aiding the patient back to health.

AFFILIATIONS

Dress For Success, Brookhaven, NY 2004 – 2009

Member

• Volunteered services throughout the community.

• Developed networking skills with other professional women.

Sign Me Up, Wantagh, NY 2016 - 2019

Marketing Consultant

• Successfully assisted in the start-up of an established sign franchise company.

• Implemented Business marketing plans, monthly slogan campaigns.

• Persistently continues to bring sales through Social Media and cold calls.

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