Alicia Knight
Chatham,Illinois
Summary
Seasoned customer accounts representative and insurance specialist with over ten years of experience in health care management setting, customer service, retention, and HIPPA privacy. Highly familiar with account resolution, escalations, systems and software, and compliance guidelines. Excited to use my skills as part of the team at your company. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
Overview
20
20
years of professional experience
Work History
Insurance Agent Csr
Everise
Plantation
07.2024 - Current
- Explained complex technical terms related to insurance plans in simple language for easy understanding.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Provided customers with information regarding plan features, pricing, and availability.
- Generated reports detailing sales activities, client interactions, and progress towards goals.
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
- Responded to customer inquiries and problems to promote great service.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Gathered detailed information from customers prior to offering quotes or making recommendations.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
Licensed Health Insurance Agent
Assurance IQ Insurance Company
Chatham, IL
09.2023 - 05.2024
- Licensed Health Insurance Agent with impeccable time management skills
- Participated in weekly training sessions to improve product knowledge and enhance company growth.
- Devoted to high quality performance and accuracy
- Extensive product knowledge and compliance of ACA plans and policies
- Excellent customer service and sales skills
- Selling over 100 ACA policies and ancillary products.
- Identified areas where additional coverage may be needed or beneficial for clients.
- Maintained accurate records of all customer interactions and transactions.
- Developed and implemented insurance plans for customers based on their individual needs.
- Provided support during open enrollment periods by answering inquiries from potential customers.
- Processed payments from customers and handled refunds when necessary.
- Ensured that all documents were properly completed prior to submitting them for review.
- Educated customers on various health insurance products and services available.
Substitute Teacher
Sangamon County Board of Education
Chatham, IL
08.2020 - 10.2023
- Substitute teacher tasked with managing daily classroom operations and behaviors
- Successfully taught grades K-12 in teachers’ absence.
- Encouraged positive behavior among students through effective communication techniques.
- Provided classroom instruction outlined in teacher's lesson plans.
- Enforced classroom routines to keep students on schedule and operating at consistent level.
- Implemented lesson plans assigned by classroom teacher to educate students about key concepts.
- Created an environment conducive to learning while managing challenging behaviors.
Records and Admissions Coordinator
Lincoln Land College
Springfield, IL
07.2019 - 07.2020
- Worked as a records and admissions coordinator for records and advising/ career coaching department
- Assisted students and the department with filling out and filing accurate paperwork
- Assisted advising coach in helping students reach their goals.
- Answered application and enrollment inquiries from public via telephone or email.
- Maintained accurate records of admissions data and statistics.
- Assisted students in completing admission forms and other related paperwork for speedy admissions process.
- Conducted student interviews and provided feedback on their application status.
- Assisted in the review of applications, transcripts, and other documents for admission decisions.
Patient Account Services
OSF Saint Frances medical
Peoria, IL
05.2011 - 03.2019
- Accurately and efficiency post payments and adjustments into patient account data base
- Compiled and processed medical and insurance information for patients’ charts
- Exceptional researcher and problem solver
- Proficient in MS Office Suite (Word, Excel, PowerPoint) Outlook, Adobe, Google Sheets.
- Assessed patient account records to determine appropriate collection action including contacting insurance companies for additional information or payment status updates.
- Ensured proper application of payments received from customers when reconciling accounts receivable ledgers.
- Negotiated payment arrangements with patients according to established policies and procedures.
- Investigated and resolved customer inquiries regarding billing issues while maintaining a high level of customer service.
- Researched complex billing issues and provided resolution recommendations within specified timeframes.
- Participated in training sessions designed to enhance knowledge of collections best practices.
Patient Access
HCA, Eastside Medical
Snellville, GA
04.2005 - 03.2011
- Greeted and assisted patients and family members upon entry
- Know what questions to ask and how to ascertain information needed to efficiently resolve situations
- Outstanding communication and organization talents complemented by the ability to focus and redirect according to ever changing priorities
- Delegate workloads and prepare work schedules proposed by senior leadership to accommodate daily and holiday volume.
- Explained hospital policies and procedures to new patients prior to registration.
- Assisted with scheduling appointments, tests, and procedures.
- Verified patient insurance information and processed payments.
- Processed referrals for specialist care services according to established protocols.
- Performed data entry of patient demographic information into the hospital system.
Education
Associates of Arts in Education -
Lincoln Land College
05.2020
Licensed Health and Accident Insurance Agent -
Licensed Life Insurance Agent -
Skills
- Goal-Oriented
- Compliance Knowledge
- Needs Assessment
- Inbound Call Management
- Life Insurance
- Insurance Knowledge
- Healthcare Regulations
- Policyholder Communication
- Customer Engagement
- Policy Sales
- Critical Thinking
- Task Prioritization
- Quality Assurance Requirements
- Problem-Solving Abilities
- Customer Follow-Up
- Data Entry
- Insurance Policy Sales
- Health Insurance Sales
- Reliability
- Customer Referrals
- Professionalism
- Time Management Abilities
- Life Insurance Sales
- Problem-Solving
- Active Listening
- Insurance Sales Strategy
- Written Communication
- Client Relations
References
References available upon request.
Timeline
Insurance Agent Csr
Everise
07.2024 - Current
Licensed Health Insurance Agent
Assurance IQ Insurance Company
09.2023 - 05.2024
Substitute Teacher
Sangamon County Board of Education
08.2020 - 10.2023
Records and Admissions Coordinator
Lincoln Land College
07.2019 - 07.2020
Patient Account Services
OSF Saint Frances medical
05.2011 - 03.2019
Patient Access
HCA, Eastside Medical
04.2005 - 03.2011
Associates of Arts in Education -
Lincoln Land College