Healthcare Call Center & Billing Specialist

TKEYAH TRIMUEL

Chicago, IL ***** +1-773-***-**** ************@*****.***

Professional Summary

Customer service oriented professional with healthcare, retail, and call center experience. Able to provide timely and accurate data to ensure reimbursement for patient services. Follow policies, procedures, and guidelines to ensure consistent quality. Maintain and assure patient privacy and confidentiality.

· High Academic Honors Recognition / Honor Roll

· Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate.

· Written and verbal communication skills necessary to work with patients and healthcare providers.

· Effective problem-solver and decision-maker, able to assess situations and identify solutions.

· Adaptable to change and consistently deliver quality customer service.

· Pay close attention to detail for accurate and compliant documentation.

· Certified in CPR and Frist Aid.

· Communication Platforms – Zoom, Google Meet, and MS Teams.

· Microsoft Office Applications – Word, Excel, Outlook, and PowerPoint Type 30 WPM.

Medical Billing Accounts Receivable Collections Co-Pay Deductibles Co-Insurance EOBs

Revenue Cycle Management Posting Payments Government (Medicare & Medicaid) Third Party Payers

Electronic Health Records (EHR) Electronic Medical Records (EMR) Managed Care (HMO, PPO, POS) Workers Compensation Insurance Verification Insurance Claim Processing CMS 1500 CMS 1450 (UB-04) Front Office Operations Medical Office Procedures Scheduling Medical Terminology Anatomy & Physiology HIPAA Compliance Medical Coding

(ICD-10-CM, HCPCS, CPT)

Work Experience

Medical Contact Center Agent / Customer Service

The Chicago Lighthouse Call Center Chicago, IL December 2024 to Present

Manage inbound and outbound calls, voicemails, and emails from insurance plan members in a high-volume contact center.

Schedule and register appointments using internal systems for Primary Care Providers (PCP) and Health Risk Screenings (HRS).

Respond to inquiries about ID cards, welcome packets, PCP changes, and additional insurance plan information.

Route calls to appropriate contact centers while maintaining high-quality customer service.

Use online tools and databases to research, resolve member issues efficiently, and adhere to HIPAA guidelines. Customer Service Representative / Application Support Representative - Remote Enova International Call Center Chicago, IL

June 2024 to November 2024

Interacted with customers via inbound and outbound calls and chatline to answer inquiries and to provide assistance.

Entered customer account data and communicated in a clear and concise manner.

Documented activity in customer accounts in an accurate manner and ensured confidentiality.

Identified customer needs, provided resolutions to problems, and followed established procedures. Tkeyah Trimuel, Cont.

Customer Service Representative / Lead Account Specialist - Hybrid Discover Financial Services Call Center Chicago, IL June 2021 to May 2024

Engaged with clients via inbound and outbound calls to response to questions and maintained client relationships.

Addressed client concerns, took action, and followed up to ensure timely and efficient problem resolution.

Assisted with disputed charges, entered data, and documented customer interactions with high attention to detail.

Initiated disputes, communicated in a transparent and brief manner, and worked effectively as a team member.

Educated clients, provided quality customer service, followed procedures, and handled confidential information. Customer Service Representative / Sales and Billing Agent – Hybrid AT&T Call Center

September 2018 to June 2021

• Processed and submitted accurate and timely invoices for billing, ensuring compliance with company policies and procedures

• Collaborated with internal departments to resolve billing inquiries or disputes, providing excellent customer service and maintaining positive relationships

• Assisted with month-end closing activities related to revenue recognition and account reconciliation

• Developed and maintained strong relationships with key clients, resulting in a XX% increase in repeat business

• Consistently exceeded sales targets by XX% each quarter, resulting in recognition as top-performing sales representative

• Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues

• Maintained up-to-date knowledge of industry trends, emerging technologies, and product updates through continuous learning initiatives

• Conducted regular follow-ups with customers to ensure their technical issues were fully resolved

• Performed remote diagnostics and troubleshooting to identify network connectivity problems Direct Support Professional / DSP

Progressive Housing Inc. Olympia Field, IL

December 2015 to August 2018

Retail Cashier / Customer Service

Marshall’s Orland Park, IL

September 2015 to October 2015

Crew Member / Cashier / Customer Service

Portillo's Tinley Park Tinley Park, IL

August 2012 to August 2015

Education

Medical Billing and Coding, (Associate of Science Degree) Ultimate Medical Academy

November 2024 to June 2025

Medical Billing and Coding (Diploma)

Ultimate Medical Academy

January 2024 to December 2024

Medical Billing and Coding (Associate of Science Degree) Ultimate Medical Academy

January 2024 to November 2024

Associate's degree

Skills

Cooking Customer records maintenance Adobe Acrobat Physiology knowledge Medical office experience Insurance verification ICD coding Microsoft Word Babysitting Client services experience within healthcare industry Order processing Face-to-face client meetings Call center NetSuite Co-Pay Government (Medicare & Medicaid) Posting Payments SAP CRM Senior care Revenue cycle management EMR systems Computer skills CRM software Food service Microsoft Office Clerical experience Google Suite EOBs Revenue Cycle Management Word processing Collections Medical receptionist Managing clients in a customer support role - Largest number of clients managed simultaneously in a customer support role (More than 10 clients)

Client interaction via phone calls Home care Cash register Siebel Medical administrative support ADLs Insurance Claim Processing Accounts Receivable English Nannying Experience with children Meal preparation Handling customer inquiries Medical terminology Anatomy knowledge Inventory management Health insurance Customer issue escalation Customer relationship building Employee orientation Cash application Data entry in Excel Individual consumer customer service Materials handling Computer literacy Patient service Home & community care Recruiting Administrative experience Medical coding Software troubleshooting Restaurant experience Cleaning Warehouse experience HIPAA Compliance Order picking Front desk ADP Medical Office Procedures Attention to detail EHR systems HCPCS Lending Hospitality Banking 10 key typing Negotiation Scheduling Medical Terminology Medical records Document review Client email correspondence Workers' compensation Quality assurance Management Analysis skills eClinicalWorks Technical Proficiency Microsoft Outlook Client follow-up Medical billing Problem solving Content management systems Upselling/cross-selling Office experience Co-Insurance Office management Loan processing Client services experience within financial services industry Customer support ticket management Technical support Medical Coding (ICD-10-CM, HCPCS, CPT) CMS 1450 (UB-04) Front Office Operations Clinic experience ACH Workers Compensation Insurance Verification Cerner Typing Interviewing Epic Filing HIPAA Call center agent experience Anatomy & Physiology Electronic Medical Records (EMR) Managed Care (HMO, PPO, POS) Medical collection Human resources Organizational skills Customer support experience within finance industry Appointment scheduling Financial services Multi-line phone systems Time management Medical insurance coverage verification Patient management software Basic math

Certifications and Licenses

Medical Billing Certification

CPR Certification

First Aid Certification

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