Case Manager
Resume:
Karimah Abdus-Salaam
Charlotte, North Carolina
***********@*****.***
Summary
Self-motivated, dynamic customer service passionate about utilizing skills to maximize customer retention. Highly accurate and efficient with strong investigation, problem-solving and critical thinking skills. Expert in correcting issues with little oversight and bringing in more than 20+ years of experience in Customer Service.
Skills
● Process Server Legal Documents
● Billing inquiry resolution
● Resolving conflicts
● Solution development
● Consumer research
● Document review skills
● Technologically Savvy
● Call Center Operations
● Credit card payment processing
● Rideshare Transporter
Professional Experience
Case Manager- Patient Access Specialist Cencora Remote Charlotte, NC October 2022 - Current
● Provide advanced services to patients, providers, caregivers
● Billing coding support, claims assistance, creating copay cards upon eligibility
● Tracking, and submission of Prior Authorizations, document review of patients’ cases
● Coordination of benefits, and benefits verification result call, Welcome calls for patients
● Advanced alternate coverage research, Appeals/Denials, Intakes, HIPAA consents
● Reported adverse events as directed, provided exceptional customer service
● Resolved patient, and Health Care providers request in a timely manner, and escalations
● Reported any trends, and reported any reimbursements/delays billing, claims
● Created Benefits Investigation cases, obtaining necessary information from the payer to verify medical, pharmacy benefits coverage. Review all patient’s insurance information needed to complete the benefit verification process. Quality review of work as part of finalizing the product. Triage to specialty pharmacies once the determination of the prior authorization is completed. Identify any restrictions and details to expedite patient process. Initiating, and processing prior authorization, claims, and appeals Self Employed Contractor Charlotte, NC & SC July 2018- October 2022 Process Server/Civil Server
Proof, Ez Messenger, ABC Legal, EZ Knock
● Subcontractor for several different Attorneys in different States reviewing, and printing court documents Civil Subpoenas, Lawsuit, Court Summons, Mediations, Witness,
● Locating, and delivering court documents to Individuals, Entity’s, Register Agents, Corporations working closely with attorneys ensuring proper delivery. Notarizing affidavits once the service is completed.
Sykes Enterprise
Customer Advocate Specialist Contractor Charlotte, NC October 2018 - January 2019
● Researched problems with benefits, accounts, and services with speed and accuracy.
● Maintained thorough and detailed documentation of customer interactions.
● Reach out to providers to help develop comprehensive solutions.
● Consult customers to discuss concerns and offer detailed information.
● Used different knowledge banks to research customer problems and develop accurate responses.
● Consulted with customers regarding needs, addressing concerns.
● Uphold strict quality control policies and procedures during customer interactions.
● Displayed strong telephone etiquette, effectively handling difficult calls.
● Documented conversations with customers to track requests, problems and solutions. Family Dollar Corporate Office Matthews, NC October 2011 - July 2018 CCTS IT Service Desk Analysts
● Supporting Family dollar Retail Stores remotely resolving issues on initial call 95% of the time using Internal/External knowledge base, properly documenting solutions and troubleshooting steps concisely into ticketing system, and alerted management team, General Managers, VIP Executives regarding new service solutions Level II & III agents Via skype, chat, email, telephone calls transferring unrelated issues to the appropriate departments
● Delivered support and troubleshooting such as password resets, printer, registers, debit machines, configurations, break/fix instructions.
● Uninstalled, and reinstalled basic software applications, resolved username issues, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities, answered queries by telephone or self-service ticket to support internal, and outside computer hardware, software, network, application access, and telecommunications systems analyzed, prioritized, researched, and solved IT problems to achieve complete resolution for team members with minimal productivity loss.
● Received inbound calls from field service engineers, and 3rd party technicians needing corporate support to ensure proper installations of hardware, tracked, and managed Unique Southern Estates Historic Bed & Breakfast Charlotte, NC May 2008 - June 2010 Innkeeper-Supervisor
● Trained all new hires while demonstrating best methods for servicing clients and guests. Responsible, and assisted guests at check-in, providing information on various services within the Inn, and surrounding areas.
● Handled guest complaints in the most effective manner possible, as well as offering complimentary services resulting in the best way to meet, and satisfy the guest, and clients.
● Managed front desk agents, supervising personnel in-house issues for resolution, and Delegated suite assignments to housekeeping staff, while inspecting suites.
● Processed, and provided end-of-month audits of resort to upper management as required. Constantly monitoring booking engines from several travel websites ensuring proper reservation inventory for upcoming check-ins.
● Cultivated long-lasting relationships with outside vendors including florists, and restaurants allowing guests to secure valuable deals on services and meals.
● Prepared invoices for customers and delivered to rooms on day of check-out to reduce wait times at the front desk.
● Coordinated with wait staff to keep dining room buffet stations clean, and dishes refilled.
● Directed all day-to-day operations of the Bed & Breakfast providing a safe and enjoyable guest experience.
● Demonstrated leadership by making improvements to work processes.
● Provided excellent service, and attention to customers when face-to-face or through phone conversations.
Education & Certificates
Monroe Business College New Rochelle, NY December 1996 Associate’s degree Business Administration
International Council Online Educational Standards January 2021 Public Relations
Online Certificate
Completed coursework in Public Relations'
Certifications
Certified CPR, National CPR Foundation, September 2020 Adult/Infant/Child AED/ First Aid
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