Customer Service Representative

DENASIA FAISON

Lithonia, GA 323-***-**** *************@*****.***

SUMMARY

Personable and dedicated Customer Service Representative with extensive experience in the Customer Service industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

SKILLS

•Insurance Claims

•Client Service

•Bill Payment

•Call Centers

•WFH experience

•Patient Relations/Activities

•Customer Relations

•Medical Administrative Skills

•Medical Claims

•Inbound and Outbound Calling

•Documentation

•HIPPA Regulations Knowledge

•Microsoft Office Expertise

•Technologically Savvy

EXPERIENCE

01/2022- Present

Patient Access Engagement Liaison ( Call Center ; Remote)

Emory Healthcare Atlanta, GA

•Obtain/verify demographics and insurance information for patients enrollment

• Prepare patient information for clinical staff; review applications, follow up on missing information to ensure information is complete

•Answer inbound calls, Set appointments, Send clinical messages

•Enroll new patients/ Prepare patients for appointments

•Guide patients through the admissions process by screening patients for eligibility

•Serving as a liaison between Patients, Providers, and Medical Staff

01/2020 - 05/2021

Customer Service Health Professional

Blue Cross Blue Shield Atlanta, GA

•Informed customers about billing procedures, processed payments and provided payment option setup assistance.

•Met and exceeded productivity targets by handling every interaction with top-notch customer service.

•Processed customer account changes.

•Documented conversations with customers to track requests, problems and solutions.

•Shared detailed information regarding health insurance plan options to help customers make decisions.

•Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

•Maximized customer satisfaction by handling more than 30 customer email and telephone interactions each day.

•Asked probing questions to determine service needs and accurately input information into electronic systems.

•De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

•Submitted requests for prior authorizations, handled billing and diagnostic codes, and investigating appeals

09/2016 - 08/2018

Customer Service Specialist

Xerox Corporation Atlanta, GA

•Answered customers' questions and addressed problems and complaints in person and via phone.

•Documented conversations with customers to track requests, problems and solutions.

•Helped customers open accounts, make deposits, update information and carry out range of routine actions.

•Assisted customers in making payments on accounts and setting up payment plans.

•Displayed strong telephone etiquette, effectively handling difficult calls.

•Answer members or potential members questions about services and products

•Enroll potential members into our Medicare prescription drug plan

•Enroll members into a FSA account through government positions

•Enroll customers by the deadlines provided

•Thoroughly explain prescription drugs, programs, and payments

11/2015 - 02/2016

Research Data Specialist

RTI International Atlanta, GA

•Place outbound calls to selected respondents

•Conduct studies in a professional manner

•Answer questions that respondents might have

•Being prompt and knowledgeable about the subjects at hand

10/2013 to 09/2014

Healthcare Specialist

Yummy Mummy New York, NY

•Place insurance orders with a wide range of insurance companies

•Take inbound calls to provide information about the current service and products that were offered

•Assist each other in team projects to improve customer satisfaction

•Insurance verification, invoicing orders, updating customers on orders

•Submitting email correspondents to customers about updated order statuses

EDUCATION AND TRAINING

05/2012

High School Diploma

Lithonia High School Lithonia, GA

1 Yr of College

Associate of Business Administration

Georgia State College ( Former Georgia Perimeter College)- Clarkston Campus

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