Customer Service Accounts Receivable

ZHANASIA HENDERSON

Newport News, VA *********@*****.*** 757-***-****

PROFESSIONAL SUMMARY

Resourceful and driven service professional known for transforming frustrated customers into loyal advocates. With over 5 years spanning healthcare, banking, and government sectors, I bring a rare combination of empathy, technical fluency, and investigative precision. I thrive in high-pressure environments, consistently exceed goals, and leave a lasting impression through human-first support. I'm not just resolving issues—I’m building trust, one interaction at a time.

CORE SKILLS & TECHNOLOGIES

Customer Service (Phone, Chat, Email), Claims Processing, Appeals, Fraud Investigation, Healthcare Systems (EPIC, EDI, ICD-9, CPT), Salesforce, Zendesk, CSP, AS400, FEMA Disaster Relief, HIPAA, FDCPA, PCI Compliance, Recordkeeping, Documentation, Multitasking, Time Management, Team Collaboration

PROFESSIONAL EXPERIENCE

Accounts Receivable Clerk – Auto Follow-Up

Ensemble Health Partners – Remote Jan 2025 – Present

Investigate and resolve denied and underpaid claims using ICD-9 and CPT codes.

Analyze EOBs and pursue timely follow-up with payers for maximum reimbursement.

Maintain detailed records in EPIC EMR and ensure billing accuracy.

Reduced aging accounts and streamlined appeal workflows.

Patient Care Advocate

Cigna – Remote Mar 2024 – Sep 2024

Assisted patients with insurance questions, billing issues, and prescription support.

Navigated members through digital tools and account setup.

Interacted with providers and pharmacies to facilitate timely care.

Handled 60+ calls/day with a 98% satisfaction rating.

Claims Analyst & Customer Support Representative

TTEC (FEMA & Bank of America Contracts) – Remote Oct 2022 – Feb 2024

FEMA: Guided disaster victims through relief processes and documentation.

BofA: Investigated fraud claims and resolved debit/credit disputes per regulatory standards.

Consistently met quality assurance targets and compliance benchmarks.

Retail Sales Associate

Staples – Williamsburg, VA Jan 2021 – Dec 2021

Supported customers in tech and print services with personalized care.

Trained new employees and maintained organized inventory systems.

New Hire Trainer

Krispy Kreme – Hampton, VA Jan 2019 – Jan 2020

Onboarded and trained staff in customer service and health safety practices.

Spearheaded promotional efforts and in-store displays.

Guest Service Specialist

Busch Gardens – Williamsburg, VA Jan 2019 – Dec 2019

Resolved visitor issues, handled guest inquiries, and enforced park safety policies.

EDUCATION

An Achievable Dream Middle & High School – Honors Graduate Newport News, VA

CERTIFICATIONS

CRCR – Certified Revenue Cycle Representative

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