Experience

Chico's FAS, Inc.

• United States
• Retail
• 100 - 200 Employee

• Customer Care Specialist

  • Jun 2015 - Present



Anthem, Inc.

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Patient Education Coordinator

  • Nov 2013 - Dec 2014

  Greater Atlanta Area • Reduced long-term healthcare costs by closing care gaps identified through HEDIS data • Educated members on the benefits of preventive care and screenings • Identified barriers to obtaining healthcare and provided resources to overcome them • Updated members’ electronic health charts, demographic information, and program enrollment in compliance with all HIPAA regulations • Aided members with scheduling appointments with their primary care physicians



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• United Healthcare Benefits and Claims Specialist

  • Jul 2011 - Nov 2012

  Greater Atlanta Area • Consistent top performer for call center metrics, provider surveys, and QA audits • Provided detailed benefit and eligibility information to healthcare professionals • Researched complex claims and expedited issues for processing and adjustments • Directed healthcare providers to applicable reimbursement policies for accurate claims billing • Routed documentation to appropriate departments for provider disputes and appeals • Exercised an understanding of coding… Show more • Consistent top performer for call center metrics, provider surveys, and QA audits • Provided detailed benefit and eligibility information to healthcare professionals • Researched complex claims and expedited issues for processing and adjustments • Directed healthcare providers to applicable reimbursement policies for accurate claims billing • Routed documentation to appropriate departments for provider disputes and appeals • Exercised an understanding of coding (CPT/ICD-10/modifiers) and CCI Edits • Complete compliance with all HIPAA regulations Show less



SageRyder, Inc.

• Accounting/Returns

  • 2008 - 2009

  Greater Atlanta Area • Entered accounts payable invoices, vendor credit memos, and reconciled statements • Prepared and queued checks to be printed for vendors • Processed return authorizations and replacement orders according to vendor procedures • Managed dispute resolution process for BBB complaints and credit card charge backs • Completed cancellations from customer service and issued refunds via Authorize.Net

• Call Center Supervisor

  • 2007 - 2008

  Greater Atlanta Area • Managed customer service inquiries via incoming calls and live chat • Handled escalated calls from team members • Verified stock on vendors’ FTP sites before order entry received the invoice • Interacted with sales team to locate equivalent replacements for out of stock items • Staff motivation and training to maintain a high level of customer service



Spectrum Services

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Marketing Research Assistant

  • 2004 - 2007

  Greater Atlanta Area • Executed customer satisfaction surveys on behalf of automotive dealerships • Entered daily survey results into an in-house application • Consistently maintained high performance in volume of surveys • Survey quality continually ranked in top 5% of peers • Trained new employees on role requirements, policies, and procedures • Monitored call recordings to locate surveys that were incorrectly flagged • Some proofreading of CSR surveys prior to final submission to dealerships