Customer Support
Resume:
Imani Roper
Georgia
*****.*****@*****.***
BACKGROUND
Detail-oriented administrative professional with experience in healthcare support, data management, and customer service. Skilled in managing high-volume tasks, maintaining accurate records, and supporting both providers and patients in fast-paced environments. EXPERIENCE
NationsBenefits, Remote - Customer Support Specialist September 2023 - PRESENT
● Managed high-volume inbound calls and email correspondence while maintaining detailed and accurate member records.
● Processed and documented over the counter orders for Humana members, ensuring data accuracy and compliance.
● Maintain and update provider demographic information, including affiliations and contract assignments, in alignment with organizational policies and regulatory requirements.
● Perform quality assurance audits on provider records to validate data integrity and financial accuracy, documenting findings and recommending corrections as needed.
● Collaborate with internal teams to resolve discrepancies and ensure provider data supports accurate claims processing, reporting, and directory management.
● Utilize Microsoft Office Suite, including Excel, to track, organize, and analyze provider data, ensuring efficient workflow and accurate reporting.
● Apply strong attention to detail and analytical skills to identify inconsistencies and improve overall data quality and system efficiency.
U-haul, Georgia - Human Resources
2017 - 2023
● Supported daily HR operations including employee onboarding, offboarding, and personnel file management.
● Prepared and presented operational performance reports to leadership.
● Managed budget tracking and maintained financial documentation.
● Coordinated workforce allocation and documented staffing changes.
● Ensured compliance with company policies and labor regulations.
● Maintained records of employee performance and operational metrics.
● Maintained confidential employee records and ensured compliance with company policies
● Assisted with recruitment by posting job openings, screening resumes, and scheduling interviews
● Provided support with benefits enrollment and answered employee inquiries
● Entered and updated employee data in HR systems with accuracy and attention to detail
MY EYELAB, Georgia - Patient Coordinator
2016 - 2017
● Scheduled patient appointments and managed provider calendars to ensure efficient workflow
● Greeted patients and provided a welcoming, professional experience at check-in and check-out
● Verified insurance information, eligibility, and obtained necessary authorizations
● Maintained accurate patient records and updated information in electronic health systems
● Coordinated communication between patients, providers, and clinical staff
● Answered high-volume calls, addressing patient inquiries and resolving concerns promptly
● Collected co-pays and processed payments in accordance with office policies
● Ensured compliance with HIPAA and confidentiality standards EDUCATION
Savannah Technical College, Georgia - Associate’s Degree Business Management
2014 - 2016
Hershel V. Jenkins High School, Georgia - Diploma
Completed 2014
SKILLS
● Microsoft Office Suite (Word, Excel, Outlook)
● Data entry & database management
● Ticketing systems
● Live chat and email support tools
● Call center software
● Customer service & client relations
● Active listening
● Clear verbal and written communication
● Problem-solving
● Conflict resolution & de-escalation
● CRM systems
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