Deneshia Hairston
Columbus
Summary
Customer service oriented professional able to coordinate workflows and communicate effectively with co-workers, patients and staff. Follows policies, procedures and guidelines to ensure consistent quality and maintains and safeguards patient privacy and confidentiality.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Alorica- Blue Cross Blue Shield of Michigan
06.2024 - Current
- Process, resolve, and respond to members, providers or beneficiary inquiries received via multiple contact methods regarding benefits, eligibility, material forms, ID cards, complex inquiries and quality care issues
- Direct and adjust claim related inquiries
- Initiate status reports or service recovery letters to inquirer
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
Patient Advocate Specialist
FirstSource Solutions
04.2020 - 11.2022
- Company Overview: Baptist Memorial Hospital
- Converse with patients by telephone or in person to provide information about services
- Keep records of patients interactions, details of inquiries, or comments as well as actions taken
- Contact patients to respond to inquiries, notify patients on claim investigation results or planned adjustments
- Review claim adjustments with patients and any HIPPA dealers
- Provided knowledgeable and compassionate service in response to patient questions and concerns
- Acted as liaison for hospital staff, physicians, patients and family members
- Gathered and analyzed patient information to determine special program eligibility
- Baptist Memorial Hospital
Customer Service / Cashier
Cricket Wireless
10.2018 - 11.2019
- Greet customers and answer questions regarding services and products
- Help locate products, check prices on merchandise and stock and organize shelves and displays
- Perform opening and closing duties and assist customers with technical issues
- Comfortable working in fast-paced environment with diverse customers and staff members
Customer Service / Cashier
Office Depot
03.2017 - 10.2017
- Company Overview: Retail
- Answered phones and interacted with customers in a positive manner
- Processed retail transactions, accepted payments, answered phones, and stocked shelves
- Filled orders, created flyers and resumes and sent faxes
- Demonstrated high level of customer service
- Retail
Customer Service Representative
Sitel Corporations
10.2015 - 01.2017
- Interacted with customers via inbound calls to resolve customer inquiries
- Took action and followed up to ensure timely and efficient problem resolution
- Entered customer data in an accurate and thorough manner
- Communicated in a clear and concise manner and worked effectively as a team member
- Troubleshot technical problems and assisted with bill payment
Education
Associate of Science Degree - Health Sciences - Medical
Ultimate Medical Academy
01.2019
High School Diploma -
Columbus High School
Columbus, MS05.2012
Skills
- Microsoft Office
- MS Excel
- MS Word
- MS PowerPoint
- MS Outlook
- CMS1500 Claim Form
- EPIC
- Billing Cycle
- Claims Appeal Process
- Medical Administrative Assistant
- Medical Terminology
- Patient Processing
- Patient Registration
- Office Accounting
- Medical Records Management
- Release of Information
- HIPAA Compliance
- Medical Transcription
- Basic Coding Skills for ICD
- Basic Coding Skills for CPT
- Medicare
- Medicaid
- HMO
- PPO
- Medical Laws & Ethics
- Anatomy & Physiology
- ICD-9
- ICD-10
- Patient Needs Assessment and Referral
- Gathering Information from Patients
- Communicating to Patients and Families
- Data Entry
- Upselling Products and Services
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- POS Systems and Ordering Platforms
- Multitasking and Prioritization
- Customer Account Management
- Insurance Verification
- Medical terminology knowledge
- Patient confidentiality
- Data entry proficiency
- Call center experience
- Follow-up skills
- Medical billing knowledge
Timeline
Customer Service Representative
Alorica- Blue Cross Blue Shield of Michigan
06.2024 - Current
Patient Advocate Specialist
FirstSource Solutions
04.2020 - 11.2022
Customer Service / Cashier
Cricket Wireless
10.2018 - 11.2019
Customer Service / Cashier
Office Depot
03.2017 - 10.2017
Customer Service Representative
Sitel Corporations
10.2015 - 01.2017
High School Diploma -
Columbus High School
Associate of Science Degree - Health Sciences - Medical
Ultimate Medical Academy
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