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Competencies
Demonstrated experience with Customer Communication.
Demonstrated experience with Problem Solving.
Demonstrated experience with Patient Coordination.
Demonstrated experience with Insurance Verification.
Education
Languages
Summary
Professional profile
Experience
Experience Customer Service Representative
Addressed customer inquiries, complaints, and questions related to benefits and billing. Provide assistance to Medicare affiliate callers, ensuring the resolution of members' needs by designing optimal solutions. Collaborate daily with internal departments, including accounting, field services, new business, operations, and consumer affairs, to ensure seamless service delivery.
Utility Billing & Customer Support Specialist
Manage resident utility billing accounts, including payments, balances, credits, past-due accounts, final bills, and account adjustments.. Handle delinquency and collections activities, including payment reminders, follow-ups, payment arrangements, late fees, returned payments, and account escalations.. Investigate and resolve billing issues involving water usage, meter readings, estimated bills, billing discrepancies, and account adjustments.. Support residents and property managers with billing inquiries, payment options, AutoPay, account status, move-outs, occupancy, and account-related concerns.. Prepare and manage monthly utility billing and reimbursement reports, resident lists, and account documentation using Microsoft Excel and Outlook.. Draft professional email and SMS communications while maintaining accurate records and protecting sensitive resident and financial information.
Senior Medical Administrative Specialist
Performed insurance verification through Availity and payer portals and calculated patient responsibility for new DME orders.. Coordinated patient care services by communicating with patients, caregivers, and healthcare providers to support continuity of care.. Managed end-to-end patient intake and onboarding, ensuring accurate documentation and data entry across EHR systems, including NikoHealth, AxisCare, and Carecenta.. Scheduled, confirmed, and rescheduled appointments while maintaining accurate patient records and documentation.. Coordinated caregiver recruitment, interviews, and scheduling by matching caregiver availability with client needs.. Assisted patients, caregivers, and providers with service inquiries, scheduling, documentation, care plans, and follow-up needs.
Experienced Customer Service Representative
Assisted Medicare members with benefits, billing, claims, prescription, and eligibility inquiries, identifying appropriate solutions and coordinating with internal departments.. Provided customer support to patients and healthcare providers while maintaining accurate and confidential member records.. Used Salesforce CRM and internal systems to manage member demographics, benefits, claims, prescription information, and insurance eligibility.. Collaborated with accounting, field services, operations, new business, and consumer affairs teams to resolve customer issues and ensure seamless service delivery.. Used Microsoft 365, Excel, Outlook, Zoom, Atlassian, Cornerstone, and Power BI for communication, documentation, training, and KPI/metrics tracking.
Senior Customer Service Representative
Managed customer inquiries involving billing, payments, service requests, complaints, and payment extensions while providing tailored solutions and resolving escalated concerns.. Performed backup supervisor responsibilities, including metrics review, coaching, team development, and point-of-contact activities for the New Jersey M&R market.. Recognized as “#1 Customer Service Rep – Top Performer” for three consecutive months in 2022, based on performance, accuracy, customer service, call duration, and availability.. Co-developed an on-the-job support program that reduced Average Handle Time (AHT) from 1,200 to 800.. Contributed to the company's highest customer service ratings, achieving 80%+ scores across QA, Release Rate, NPS, and UES categories.
Customer Service Agent
Assisted healthcare providers and members with medical benefits, claims, coverage, and policy-related inquiries.. Resolved claims and benefits issues, provided quotes, and processed online policy changes.. Delivered first-call resolution by identifying customer needs, researching available resources, and resolving issues without unnecessary escalation.. Recognized by management for effective problem-solving and ability to resolve customer concerns efficiently.