Anesha Houston
Crawfordville
Summary
Customer Service Associate with extensive experience in call center operations and inbound support within the healthcare sector. Skilled in assisting patients, providers, and beneficiaries with billing, eligibility, and service-related inquiries while delivering clear and compassionate communication. Proven ability to manage high call volumes, resolve complex issues, and maintain accurate records for follow-up. Recognized for strong organizational skills, reliability, and a people-focused approach that builds trust with diverse healthcare clients. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Online Personal Shopper
Walmart
12.2025 - Current
- Curated personalized shopping experiences to meet diverse customer needs and preferences.
- Utilized Walmart's online platform to manage customer orders efficiently and accurately.
- Collaborated with inventory teams to ensure product availability for online shoppers.
- Enhanced user experience by providing tailored recommendations based on purchasing history.
- Greeted clients entering store to provide welcoming environment and friendly customer service.
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Labeled products, rotated stock and fronted merchandise for appealing display.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Insurance Specialist I (Customer Service)
Community Health Systems, CHS
07.2023 - 05.2025
- Assisted in inbound and outbound calls with collection and pre-registration of appointments for hospitals and facilities, ensuring a professional and empathetic customer experience
- Resolved patient issues and concerns in a timely and professional manner, demonstrating strong problem-solving and customer support skills
- Entered patient information into the computer system for billing purposes with accuracy and attention to detail
- Ensured compliance with HIPAA regulations and patient privacy standards
- Assisted in the scheduling of patient appointments and follow-up visits
- Processed patient registration and consent forms in a timely manner
- Verified patient information, collected co-pays, and processed insurance information
- Collaborated with other departments to ensure smooth patient registration
- Entered patient data into the electronic medical records system
- Processed patient payments and generated receipts
- Assisted with patient registration and check-in
- Attended staff meetings and took accurate notes
- Verified patient insurance coverage, obtained pre-certifications and referrals when required
Senior Customer Specialist
Centauri Health Solutions
12.2022 - 06.2023
- Answer Inbound/Outbound calls for claimant’s who may be eligible for extra benefits such as Cash Assistance, SSI, and SDI. Based on income and household information.
- Document all accounts with the person I spoke with, verified HIPPA, the reason for the call, and the call resolution.
- Provide claimants with Centauri phone number, website, SSA phone number and website, and permission to follow up with him/her in 60-90 days if their conditions, income, or resources change.
- Participated in weekly team meetings to discuss customer service best practices
- Assist claimants by doing a brief 5–15-minute phone screen using a script to answer questions regarding eligibility for SSI or SSDI for adults and children who have limited impairments to working and or school.
- Communicate with team leaders, staff, and supervisors by email or chat if necessary while completing screenings for questions and further assistance.
- Self-direct claimants to SSA website and provide phone number if we’re unable to help them for any reason such as denials and appeals.
- Advocated on behalf of disabled individuals to ensure their rights and access to services
- Developed and maintained positive working relationships with local organizations and agencies
COVID-19 Screener and Investigator
Maximus Federal Services
07.2020 - 03.2022
- Make outbound calls to interview patients who has contracted the COVID-19 virus and educated patients on safety protocols, including how to properly wear a mask, wash hands, and the importance of social distancing
- Collected evidence and wrote reports to document fire investigations
- Maintained effective communication with clients and investigative teams
- Escalate serious cases to Team Leads & Supervisors to follow up with patients who have severe symptoms or at risk of danger.
- Monitored and reported the results of Covid-19 screenings to the appropriate personnel
- Maintained a log of all Covid-19 cases and contact tracing activity
- Developed and maintained a system for tracking and reporting any Covid-19 exposures
- Provided support to employees in understanding and following the Covid-19 safety protocols
- Ensured that all patients were provided with the necessary PPE
Census Enumerator
Maximus Federal Services
01.2020 - 07.2020
- Answer incoming calls to collect and verify information for the 2020 Census in a timely and accurate manner and assisted members in the preparation of Census reports online, mail, or by phone.
- Utilized various software programs to manage census data
- Researched and compiled information from various sources to verify accuracy of Census data race, household size, ethnicity, and homeowner data.
- Ensured accuracy and completeness of data collected
- Utilized effective communication skills to explain the Census process to participants
- Maintained detailed records of all Census data collected
- Accurately recorded responses from participants on Census forms
- Developed and maintained positive relationships with participants to ensure accurate data collection
- Call back members who requested a call back after business hours.
- Provided knowledgeable responses to customers questions and concerns.
Authorization Specialist
Centene Corporation
01.2019 - 12.2019
- Assisted in the development of authorization request forms and ensures patients have been cleared for specialty office visits.
- Resolves Pre-Certification, registration, and case related concerns prior to a patient’s appointment, gathers pertinent information from insurance carrier.
- Coordinated with other departments to ensure authorization accuracy
- Maintained up-to-date knowledge of authorization regulations and requirements
- Liaised with external vendors to resolve authorization related issues between hospitals, physicians, vendors, and other referral sources.
- Researched and resolved authorization discrepancies
- Ensured authorization requests are compliant with applicable regulations
- Reviewed and approved authorization requests in accordance with established guidelines
- Generated reports to monitor authorization status and progress
- Verifies insurance coverage and obtains authorization if needed from insurance coverage.
- Obtain authorizations from the CRM, the letters of medical necessity to document communication to back up the reason the patient need’s the referral, and actions in CRM.
- Make sure all CPT codes, procedure codes, and diagnosis are correct and legible. If not, contact the primary physician to resubmit through fax.
Technical Support Specialist
Teleperformance
01.2010 - 12.2018
- Handle incoming calls to provide technical support and or upsell products to over 200 customers in resolving hardware and software issues
- Updated and maintained customer support databases with customer information
- Installed, configured, and tested hardware and software components to ensure proper functioning
- Provided technical support to customers via phone, email, and chat
- Monitored and maintained computer systems to ensure optimal performance
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Receive and respond to customer complaints.
- Obtain customers’ names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms.
Education
High School Diploma -
Career Online High School
Pompano Beach, FL05-2025
Skills
- Patience and empathy
- Attention to detail
- Prioritizing orders
- Relationship building
- Teamwork and collaboration
- Sales experience
- Product picking
- Customer service
Certification
Home Health Aide Certification
Domain Experience
- Community Health Systems, CHS, Remote, FL, 2023-07-01, Present
- Centauri Health Solutions, Remote, Arizona, 2022-12-01, 2023-06-30
- Maximus Federal Services, Tamarac, FL, 2020-01-01, 2022-03-31
- Centene Corporation, Sunrise, FL, 2019-01-01, 2019-12-31
Personal Information
Title: Customer Service Associate
Timeline
Online Personal Shopper
Walmart
12.2025 - Current
Insurance Specialist I (Customer Service)
Community Health Systems, CHS
07.2023 - 05.2025
Senior Customer Specialist
Centauri Health Solutions
12.2022 - 06.2023
COVID-19 Screener and Investigator
Maximus Federal Services
07.2020 - 03.2022
Census Enumerator
Maximus Federal Services
01.2020 - 07.2020
Authorization Specialist
Centene Corporation
01.2019 - 12.2019
Technical Support Specialist
Teleperformance
01.2010 - 12.2018
High School Diploma -
Career Online High School