Call Center Data Entry
Resume:
Sheronda Banks
*************@*****.***
PROFESSIONAL EXPERIENCE
NC State Dept of commerce 4/29/2020-9/16/2022
UI Benefits Call Center Representative
● Demonstrated experience in a high call volume call center environment handling a continuous flow of inbound and/or outbound calls (approximately 60-80 a day).
● Speaking with and interviewing clients filing claims, provide administrative assistance to customers who are initiating Unemployment Insurance Claims through telephone and/or internet.
● Demonstrated experience explaining company, government benefits, eligibility, products, programs and/or services to the public.
● Provided basic information regarding requirements for filing a claim, penalties for fraudulent claims, reemployment services, eligibility status, and appeal procedures.
● Demonstrated experience obtaining information using interviewing and/or investigative techniques to process claims or payments
● Reviewing, evaluating, or processing requests for program participation or eligibility; processing claims for benefits or payments; or other benefits program related experience that would include the analysis of criteria, funds, policies, or performance for compliance with program rules, regulations, laws, and /or practices.
● Demonstrated experience communicating verbally and in writing to document call center transactions while entering data accurately using basic programs such as Windows, Word, Excel, Internet, etc.
● Remote work
Colonial Management Group 09/19-4/2020
Billing Coordinator
● Assist clinic with tracking and managing patient cash flow, credit and insurance payments; while also assisting the clinic reception area with staff coordination for patients entering the clinic.
● Collect and handle all payments from patients and accurately enter daily payment activities (credit, insurance, cash, and payment for previous visit) into the software management system.
● Follow internal policies and procedures of the company to comply with all laws, rules, and regulations.
● Manage up-to-date clinic income records documenting all relevant transactions.
● Assist in the enforcement of stringent credit policies; routinely call patients who have been extended credit and have not settled debts.
● Fill out and file insurance forms for payment as requested, responsible for researching, identifying, and properly posting all unidentified payments, run and reconcile cash balance at end of shift, and transfer income activities to Methasoft system.
● Resolve all discrepancies and report errors to the Program Director.
● Scan legal documents, assist with other tasks related to billing.
● Utilize Methasoft for accounting/billing tasks.
TrialCard 07/18-01/20
Intake Triage Coordinator
● Handled data entry, ensured all incoming forms are processed and completed while maintaining confidentiality of patient information following HIPPA guidelines.
● Answered a large volume of calls regarding inquiries related to products or services, provided assistance with all types of calls and logs.
● Answered and triaged inbound calls to assigned care coordinators and case managers.
● Utilized medical terminology to successfully communicate with patients, ensured to follow policies and procedures while counseling parents and patients.
● Followed up with stakeholders as appropriate to collect and capture missing/incomplete information, find and properly fix errors that need to be corrected.
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● Accurately captured program specific requirements from referral into CRM.
● Ensured timely processing of all forms/requests based on pre-set program requirements, proofread and collate material.
● Responsible for creating new patient profiles, accurately associating referrals to existing patients.
● Assessed requests on forms and associated appropriate services/resources based on business rules and program guidelines.
● Worked closely with the internal team to prioritize and meet deadlines with a high degree of accuracy, efficiency, and attention to detail due to the complexity and volume of work assignments. Aerotek 10/17-07/18
Intake Triage Coordinator
● Responsible for creating new patient profiles, accurately associating referrals to existing patients.
● Ensured timely processing of all forms/requests based on pre-set program requirements, proofread and collate material.
● Assessed requests on forms and associated appropriate services/resources based on business rules and program guidelines.
● Answered and triaged inbound calls to assigned care coordinators and case managers.
● Answered a large volume of calls regarding inquiries related to products or services, provided assistance with all types of calls and logs.
● Utilized medical terminology to successfully communicate with patients, ensured to follow policies and procedures while counseling parents and patients.
● Followed up with stakeholders as appropriate to collect and capture missing/incomplete information, find and properly fix errors that need to be corrected.
● Handled data entry, ensured all incoming forms are processed and completed while maintaining confidentiality of patient information following HIPPA guidelines.
● Accurately captured program specific requirements from referral into CRM.
● Worked closely with the internal team to prioritize and meet deadlines with a high degree of accuracy, efficiency, and attention to detail due to the complexity and volume of work assignments. American Red Cross/Vocational Rehab 07/17-10/17
Receptionist
● Responsible for answering, screening, and directing incoming calls, utilizing great communication skills.
● Addressed customer concerns within standard procedures.
● Effectively presented information and responded to questions from groups of managers, clients, customers, and the general public.
● Accurately performed data entry using Microsoft Word and ten-key.
● Received, screened, and reviewed correspondence and assigned to appropriate people for preparation.
● Executed all receptionist/administrative duties to the highest quality standards.
● Efficient in Word, Excel and PowerPoint, receiving and sorting mail, as well as scanning. Lyneer Staffing 03/17-10/17
Encoder
● Scanned labels; operated a hand and/or foot activated barcode or optical character reader.
● Entered partial address information when a label could not be scanned.
● Maintained encoding station; conducted initial set up, changed labels and break-down at the end of shift.
● Reported production or quality issues to Supervisor, Quality Control and/or Lead.
● Reassigned to alternate operational areas as business needs required.
● Promptly received and sorted mail according to destination codes. Burger King 10/16-03/17
Cashier/Customer Service
● Provided excellent customer service to all customers.
● Welcomed customers, answered their questions, and assisted them with locating menu items.
● Proactive in providing advice or recommendations.
● Properly operated scanners, scales, cash registers, and other electronics.
● Balanced the cash register and generated reports for credit and debit sales.
● Accepted payments, ensuring all prices and quantities are accurate and proving a receipt to every customer, knowledge of safety hazards.
● Processed refunds and exchanges and resolved complaints.
● Bagged and wrapped purchases to ensure safe transport.
● Followed all store procedures regarding coupons, gift cards, or the purchase of specific items collecting fees, balancing a cash drawer.
● Maintained a clean environment while assisting with food preparation. Total Outsource Systems 08/15-11/15
Customer Service Representative
● Worked in a call center environment handling data entry using Microsoft Word, Excel, and PowerPoint.
● Provided information about products and services, took orders, responded to customer complaints, and processed returns.
● Managed large amounts of inbound and outbound calls in a timely manner.
● Identified customers’ needs, clarified information, researched issues and provided solutions. Oxford House Inc.04/15-12/15
Administrative Assistant
● Answered phones, handled customer service, took memos and maintained files, created spreadsheets, and managed schedules.
● Coordinated/developed new resources to help people who are in recovery, updated important files.
● Completed large reports for 208 Oxford Houses in North Carolina to have measurable outcomes with the Federal Government.
● Effectively promoted internal controls that promoted adherence to applicable federal and state law, and the program requirements of federal, state, and private health plans.
● Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mitchell’s Tax Services 12/14-05/15
Receptionist
● Answered and directed calls and emails, supported staff, appointment scheduling, handled collections and billing inquiries.
● Managed up-to-date income records and documented all relevant transactions.
● Used Microsoft Word, Excel, PowerPoint and QuickBooks, to create tables and spreadsheets for data entry.
● Calculated fees and collected all payments and accurately entered daily payment activities (credit, cash, and payment for previous visit into software management system. Data Staff 03/12-01/13
Enrollment Specialist
● Responsible for large volumes of inbound calls and answered inquiries for providers enrolling in Medicaid.
● Verified and updated files and maintained records management.
● Provided assistance with all types of calls, routing calls, and logged calls.
● Used Medical Assistant for complaint resolution.
● Processed enrollment requirements for credentialing, intake applications, and insurance verification.
● Produced follow-up information regarding a claim status.
● Researched and recommended solutions for members.
● `/iUtilized Microsoft Word, Excel, PowerPoint for data entry. Senior Care Consultants Group 01/11-03/12
Customer Service Agent
● Demonstrated ability to quickly build rapport and respond to customers.
● Obtained confidential patients' health information to enroll them in diabetic programs.
● Processed claims for benefits.
● Handled inbound and outbound calls in a call center environment.
● Filled out and filed insurance forms for payment as requested.
● Resolved billing inquiries.
● Transferred income/payment activities to Methasoft system.
● Verified Physicians and Medicare information while following HIPPA guidelines. EDUCATION/CERTIFICATIONS
Associate Degree; Applied Science in Medical Office Administration-Wake Tech Community College Associate Degree; Applied Science in Office Administration-Wake Tech Community College Medical Office Administration Diploma
Office Administration Diploma
Office Administration/Office Documentation Certificate Office Specialist Certificate
Medical Documents Specialist Certificate
Medical Billing/Coding Certificate
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