Alexus Lawrence
Albany,US
Summary
Customer Service Specialist with 8+ years of experience in healthcare and claims processing, adept at enhancing customer satisfaction through effective communication and problem-solving. Proven track record in managing customer inquiries, resolving billing issues, and collaborating with departments to ensure seamless operations. Committed to leveraging skills in data analysis and quality assurance to drive innovation and improve service delivery.
Overview
8
8
years of professional experience
Work History
Claims Representative
Big Lots Distribution Center
01.2022 - 12.2024
- Answered customer inquiries over the phone and via email
- Provided accurate, valid, and complete information to customers
- Resolved customer complaints promptly and professionally
- Scheduled appointments for patients using the electronic health records system
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services
- Conducted research into medical terminology related to healthcare claims processing activities
- Documented changes in claim statuses using specialized software systems
- Collaborated with other departments to resolve billing disputes or address customer concerns quickly
- Responded to customer inquiries via phone, email and chat
- Provided product and service information to customers
- Maintained customer records in company database
Healthcare Customer Service Representative
Toys"R"Us
09.2020 - 11.2021
- Answered customer inquiries and provided accurate information regarding products and services
- Provided excellent customer service to resolve customer complaints in a timely manner
- Gathered customer feedback through surveys and used the data to improve customer service
- Reviewed and processed customer invoices, credits, and payments accurately
- Investigated customer complaints related to billing issues
- Ensured accuracy of all financial transactions by verifying information against source documents
Care Navigator
Sam's
Albany, US
05.2017 - 07.2020
- Answered customer/client requests or inquiries concerning services, products, billing, equipment, claims, and errors
- Responsible for improving customer retention through programs and service provided to the customer
- Made recommendations according to customer's needs on features, accessories, upgrades and rate plans
- Utilized operational systems to process purchases of AT&T products and services
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support
- Answered inbound calls, chats and emails to facilitate customer service
Education
High School Diploma -
Westover Comprehensive High School
Albany, GA05.2016
Early Childhood Education Courses -
Albany Technical College
Albany, GASkills
- Appointment Scheduling
- Payment Processing
- Customer Service
- Customer Relations
- Order Processing
- Call Documentation
- Medical Billing
- Claims Processing
- Data Analysis
- Quality Assurance
- Time Management
- Communication
- Critical Thinking
- Inventory Control
- Computer Proficiency
Timeline
Claims Representative
Big Lots Distribution Center
01.2022 - 12.2024
Healthcare Customer Service Representative
Toys"R"Us
09.2020 - 11.2021
Care Navigator
Sam's
05.2017 - 07.2020
High School Diploma -
Westover Comprehensive High School
Early Childhood Education Courses -
Albany Technical College