Customer Service Call Center
Resume:
Sha-naya Williams
Charlotte, NC *****
**************@*******.***
Willing to relocate: Anywhere
Work Experience
Customer Call Center
Spectrum
October 2022 to Present
● Assisting customers with questions and complaint issues
● Using systems and technology to manage accounts
● Creating positive relationships with potential customers
● Adhering to all required scripts,policies and procedures Agent/Customer Service
iQor call center
January 2017 to September 2022
● Experience working in high volume customer service environment
● Resolved customer complaints reducing the probability of negative reviews
● Took 50+ customer orders per shift and made outbound calls to customers and surrounding areas
● Generate appointments
Front Desk Receptionist
Baymont inn & suites
May 2014 to December 2017
• Manage and maintain visitor management system and document accordingly
• Perform guest check in and out
• Greet guest with a bright attitude
• Receive 30+ calls a day
• Delivered great service
Customer Service Representative 1
Charlotte, NC
January 2013 to October 2017
1. Assesses the nature of incoming calls, identifies, and completes appropriate action in a prompt manner. 2. Activities may include, researching specific transactions on a claim, re-sending patient statement, re-billing a claim, adding or changing insurance information, verifying eligibility on account, pulling an explanation of insurance benefits for payment information, requesting an adjustment on a claim, sending itemized statements, sending a Financial Aid Application to a patient or referring to Financial Counseling, as appropriate, and directing customer to the appropriate responsible party to resolve concerns outside PFS, as needed, and posting comment(s) into Epic documenting patient?s concern and the actions taken. 3. Provides direction to the other members of the team, serves as a resource for questions. 4. Researches the more difficult accounts and questions. 5. Prioritizes the workload based on guidance from management. Organizes work/resources to accomplish objectives and meet deadlines.
6. Understands all key processes in PFS including activities related to billing, collections/follow-up, posting and customer service and how their actions impact the Revenue Cycle. 7. Assists in the development of training materials. 8. Maintains compliance with federal, state and local regulations, HIPAA and the Corporate Responsibility Program.
9. Maintains the privacy and security of all confidential and protected health information. Uses and discloses only that information which is necessary to perform the function of the job. 10. Reports issues and trends to appropriate management personnel in PFS and works collaboratively to develop solutions.
11. Participates in all educational activities and demonstrates personal responsibility for job performance. 12. Maintains compliance with established corporate and departmental policies and procedures, quality improvement program, customer service and productivity expectations. 13. Maintains satisfactory attendance and punctuality record as set forth by Wake Forest Baptist Medical Center policies.
14. Performs other relevant work functions, as requested. SKILLS/QUALIFICATIONS: Excellent phone etiquette and internal/external customer service skills required to interact with patient accounting personnel on a daily basis concerning patient issues Demonstrates the ability to work independently Consistently demonstrates a positive and professional attitude at work Maintains stable performance under pressure Handles stress in ways to maintain relationships with patients, customers and co-workers Ability to communicate effectively both orally and in writing Strong computer and math skills, knowledge of Excel is required Demonstrates leadership in establishing and achieving goals Extensive knowledge of Medicare, Medicaid and all other third party insurance guidelines Ability to exercise independent judgment in unusual or stressful situations Demonstrates in-depth knowledge and experience in the following technology solutions: patient accounting, optical imaging and scanning, patient systems and internet-based insurance websites WORK ENVIRONMENT: Clean, comfortable, office environment Work may be stressful at times Contact may involve dealing with angry or upset people Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergencies Ability to manage effectively the exposure to potentially infectious material per OSHA guidelines PHYSICAL REQUIREMENTS: 0% 35% 65% to to to 35% 65% 100% N/A Activity X Standing X Walking X Sitting X Bending X Reaching with arms X Finger and hand dexterity X Talking X Hearing X Seeing Lifting, carrying, pushing and or pulling: X 20 lbs. maximum X 50 lbs. maximum X 100 lbs. maximum Education
High School Diploma
W.E.B. Dubois High School-Brooklyn, NY
September 2008 to June 2010
Skills
• Phone Etiquette
• Medical Scheduling (3 years)
• Customer service (10+ years)
• Cold Calling
• Microsoft Word
• Accounts Receivable
• Personal Assistant Experience
• Data entry
• Microsoft Office
• Office Management
• Communication skills
• Typing (10+ years)
• Account Management
• Team work (5 years)
• Organizational skills
• Accounting
• Accounts Payable
• Financial Report Writing
• English
• Microsoft Excel
• organization
Certifications and Licenses
Driver's License
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