Customer Service Support

LaNeatria Hobson

Cypress, TX

Phone: 832-***-**** (Cellular)

E-mail: ********@*******.***

EXPERIENCES

Customer (Member) Services Advocate. Deans Professional Services, Houston, TX, (01/2023 - 02/2023)

Provided support and customer service by addressing all Health Plan Member’s calls related to inquiries, questions and concerns in all areas including enrollment, benefit interpretation and eligibility for medical care. Served assistance to one/maximum two Lines of Business. Maintained confidentiality per HIPAA guideline. Responded to inbound calls regarding benefits and eligibility, claims processing status, and authorization status. For calls pertained to claims inquiry, handled questions and documented transactions in the proper claim modules, provided first call resolution, when possible, identified problems and provided solutions, submitted adjustment reconsideration request when appropriate, and identified and tracked trends and reported them to the appropriate manager for resolution. Maintained working knowledge of the claim systems and entered the required information into the designated Customer Relationship Management System (CRM), while adhering to departmental and organizational policies and procedures.

Teller. Wells Fargo, Katy, TX, (09/2021- 09/2022)

Engaged customers by processing teller transactions, sharing digital solutions, and making appropriate introductions to bankers. Performed and completed routine transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organization, while minimizing risks under established policies. Identified potential fraud/risky accounts and took appropriate action to prevent loss. Escalated questions and issues to more experienced roles. Interacted with customers and individuals to demonstrate care, built relationships, and completed requested transactions. Identified information and services to meet customers’ financial needs.

Resident Assistant. Sagora Senior Living, Caydance Assisted Living and Memory Care, Katy, TX, (08/2020 - 10/2021)

Provided personal care, safety, and comfort to assist each resident in maintaining independence. Assisted residents with activities of daily living including wardrobe, personal hygiene, and mobility. Aided in daily tasks such as housekeeping, use of telephone, laundry, and transport. Observed and reported changes in residents' condition and status. Conducted rounds to monitor for hazards or incidents. Answered call button/lights. Used some communication through walkie-talkie with staff. Assisted in training new employees. Other duties as assigned.

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Receiving. Burlington Stores, Houston, TX, (02/2020 - 08/2020) Received, ticketed, security tagged, sorted, and moved merchandise into and throughout the store quickly, efficiently, and accurately. Stocked, organized, and presented new merchandise on the sales floor. Performed other tasks as assigned by manager from time-to-time, such as sales: ambassador at the front- line providing customer service. Greeted and assisted customers, maintained a neat, organized, and clean sales floor. Supported the management team with day-to-day store operations. May be assigned to work in any department. Assisted customers in locating merchandise when needed. Assisted in floor moves, merchandising, display maintenance, and housekeeping. Walkie-Talkie communication was used occasionally.

Customer Service. Adecco, Houston, TX, (11/2018 - 03/2019) Customer Service. Call center. Answered and/or transferred calls. Provided information. Verified insurance and benefits. Updated demographics. Collected and posted payments electronically.

Customer Service Specialist. JCPenney, Houston, TX, (05/2014 - 11/2018) Run register. Opened and closed store registers. Assisted in organizing and straightening up department/s. Retail and sell. Pulled orders. Took care of customers’ store and online returns/exchanges. Answered phone and transferred calls. Paged via overhead or walkie-talkie. Informed customers of their orders and availability of merchandise/items. Assisted customers with making selections and orders. Assisted in other departments.

Registrar. West Houston Medical Center, Houston, TX, (03/2015 - 10/2015) ER department. Responsible for timely and accurate patient registration. Interviewed patient for account information and verified insurance coverage. Answered any questions and explained policies clearly. Welcomed patients, family members, friends, etc. Contacted the nursing staff for emergency medical needs and answered patients and visitors’ questions. Interviewed patients, relatives, or other responsible parties to obtain identifying and biographical information with insurance and financial information. Assigned I-plans accurately and researched patient visit history. Secured all signatures, release of medical information, assignment of insurance benefits, and payment of services copies Obtained copies of necessary identification and insurance cards. Requested and collected payment according to policy and provided letter or packet explains the rights, responsibilities, and billing concerns. Prepared daily deposits and maintained the cash drawer. Documented and/or informed of patients’ complaints, concerns, and issues. Escorted or referred patients to designations. Cashier. Exxon Timewise, Houston, TX, (03/2012 - 10/2014) Customer service. Run register. Cleaned in and out store. Made sure in and out store is within safety and security standards. Organized, stored, and stocked merchandise and food. Retail and sell. Provided shift and closing sales to LaNeatria Hobson 3

manager. Made sure inventory, machines, and equipment were up to par. Opened and closed store.

School Age Enrichment Counselor. Katy Family YMCA, Katy, TX, (03/2012- 06/2012)

Before and/or after school care for elementary school children. Supervised and interacted with children during play, activities, homework, and snack times. PBX Operator. Cypress Fairbanks Medical Center, Houston, TX, (10/1999- 01/2011)

Answered multiple-lined switchboard and paging phones. Transferred calls to specific departments. Logged and documented all calls and unusual events. Provided valuable information and materials/supplies to specific officials. Responsible for calling on-call staff, calling codes, and informing specific officials of alarms and codes. Provided patient information and practice confidentiality. Paged specific departments, employees, guests, patients, and announcements via pager or overhead. Greeted and directed guests, patients, vendors, and employees to proper designations. Audited charts, made sure correct information is provided. Alphabetized and pulled charts. Separated and prepped ER charts for medical records scanning. Data entries for outpatient throughput: ER visit charges, Outpatient Services waiting times, and Lab and Respiratory procedure times, et cetera. Assisted in training new employees. Volunteer. Cypress Fairbanks Medical Center-Sports Medicine in Occupational Therapy department, Houston, TX, (2005-2006)

Attended departmental and in-service meetings. Observed occupational therapist and the assistant performing procedures, treatments, evaluations, and exercises to inpatient and outpatient patients. Assisted therapist and assistant when necessary. Suggested and gave exercises or treatments to patients under supervision. Printed and coped necessary forms. Accumulated over 500 hours of service.

File Clerk. Katy-West Houston OB /GYN Associates, Katy, TX, (03/1999- 08/2000)

Answered phone. Filed and organized medical charts. Put medical records into charts. Assisted doctors, nurses, staff, and other affiliated branches in locating and sending specific records and charts via fax, courier, or hand. Prepared courier for outgoing deliveries. Distributed mail, charts, payments, and other information from courier to designated officials.

Receptionist. TGF Precision Haircutters, Webster, TX, (10/1995 - 10/1998) Answered phones, greeted customers, logged in and out customers, called out for open and close, assisted stylists and customers, cashiered, ran all aspects of register, retailed, ordered and maintained inventory, provided and reported daily and weekly sales to owner, distributed gratuity, and posted advertisement signs in shop. Helped other locations, when needed.

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Verification. Doctor’s Professional Ambulance Service, Houston, TX (05/1994- 10/1994)

Assistant to patient accountant/ bill collector. Guided and motivated new employees. Filed, sorted, shelved, catalogued, typed, searched, mailed, and monitored collections and charts. Improved and resolved patients’ and/or responsible parties bill concerns. Improved timing for locating patient contacts. EDUCATION

Master’s Degree of Science in Health Care Administration University of Maryland- University College, Adelphi, MD Bachelor’s Degree of Business Administration in Management Houston Baptist University, Houston, TX

Associate Degree in Science

Houston Community College Systems, Houston, TX

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