Data Entry Customer Support

Shaunder Collins

***********@*****.*** 484-***-**** Sharonhill, PA

SUMMARY

Detail-oriented professional with extensive experience in customer support and data entry, adept at delivering exceptional service and ensuring accurate information management. Proven ability to handle inquiries, resolve issues, and maintain data integrity in fast-paced environments. Strong communication skills and a commitment to enhancing customer satisfaction and operational efficiency.

WORK EXPERIENCE

Amerihealth Caritas Phila Pa

Member service Specialist Apr 2017 - Present

• Analyzed and resolved member inquiries concerning health plan benefits, coverage, and claims in a high-volume call center environment at Amerihealth Caritas.

• Coordinated with other departments to facilitate comprehensive member service, ensuring timely follow-up and satisfaction.

• Maintained detailed records of member interactions, transactions, comments, and complaints for continuous improvement of service delivery.

• Provided education to members regarding preventive health care, wellness programs, and other resources to enhance their understanding of available services.

• Managed and updated member accounts with accurate personal information and necessary changes to ensure up-to-date records for communication and service purposes.

• Demonstrated proficiency in navigating complex healthcare systems and insurance plan details to assist members with billing and payment issues.

• Contributed to team efforts by accomplishing related results as needed, maintaining high levels of confidentiality and professionalism in handling member information.

• Participated in ongoing training and workshops to stay current with company policies, industry standards, and regulatory requirements, enhancing service quality and compliance. Aetna us healthcare Bluebell Pa

Pharmacy billing rep Mar 2001 - Jun 2015

• Analyzed and processed pharmacy claims for Aetna US Healthcare members, ensuring accurate billing and compliance with healthcare regulations.

• Liaised with pharmacists, healthcare providers, and insurance adjusters to resolve billing discrepancies and facilitate prompt payment.

• Reviewed patient accounts and insurance coverage to verify eligibility and benefit levels for prescription medications.

• Utilized Aetna's proprietary billing software to input data, generate invoices, and track the status of claims throughout the billing cycle.

• Maintained up-to-date knowledge of pharmacy billing codes, drug pricing, and insurance plan changes to ensure accurate claim submissions.

• Provided exceptional customer service by addressing and resolving patient inquiries regarding billing issues and insurance coverage.

• Collaborated with the finance department to reconcile accounts receivable and assist in the collection of outstanding payments.

• Assisted in the development and implementation of billing procedures to improve efficiency and reduce errors in the claims submission process.

Aetna/ Cvs Bluebell Pa

Customer service team leader Jul 2015 - Mar 2017

• Oversaw a team of customer service representatives, ensuring high-quality support and customer satisfaction for Aetna/CVS clients.

• Implemented effective communication strategies to facilitate clear and concise interactions between team members and customers.

• Conducted regular training sessions to enhance team skills and knowledge, resulting in improved service delivery and problem resolution.

• Monitored team performance against company standards and KPIs, providing regular feedback and coaching to drive continuous improvement.

• Managed scheduling and shift assignments to ensure optimal staffing levels and service availability.

• Resolved complex customer issues by acting as the first point of escalation, ensuring timely and effective solutions.

• Collaborated with cross-functional departments to streamline processes and integrate customer feedback into service enhancements.

• Maintained accurate records of team performance, customer inquiries, and resolutions for reporting and analysis purposes.

• Fos

EDUCATION

Rowan College

Medical billing and coding, MCBA

Camden Nj

May 1996

SKILLS

ICD,CPT,HCPCS • Data Entry • Customer Service • Microsoft Office Proficiency • CRM Software Knowledge • Problem-Solving • Attention to Detail • Time Management • Multitasking

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