Anisa Arroyo
Timmonsville,SC
Summary
Adept at fostering client relationships and resolving complex issues, I excelled in customer service and administrative roles at Relation Insurance, leveraging skills in account management and data entry. My proactive approach led to improved customer satisfaction and streamlined operations, showcasing my ability to blend interpersonal and technical skills effectively.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Relation Insurance-formally Hodge Ethridge Agency
02.2023 - 06.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Trained new personnel regarding company operations, policies and services.
- Handled client inquiries, addressed coverage issues, and made changes to policies. Assisted with policy renewals and changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responsible for late payment reminders and accounts receivable.
- Application processing: Reviewed and processed applications for accuracy and best coverage needs. Made changes to policies.
- Identified and resolved discrepancies and errors in customer accounts.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Relationship building: Maintained client relationships through regular contact and providing personalized solutions.
- Cross-sell products and services and identified opportunities to upsell.
- Documented activities in the agency management system and maintained client files.
- Worked with carrier product managers to secure coverage and maintained relationships with carriers.
- Managed daily revenue and deposits.
Office Staff/Administrative Assistant
Relation Insurance- Formally Hodge Ethridge Agency
01.2018 - 02.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed and ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Maintained and monitored inventory of office supplies and placed orders.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Managed filing system entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Volunteered to help with special projects of varying degrees of complexity.
Claims Customer Service Advocate II
Kelly Services (BlueCross BlueShield)
08.2016 - 01.2017
- Responded to written and/or telephone inquiries according to desk procedures, ensure that contract standards and objectives for timeliness, productivity, and quality are met.
- Identified incorrectly processed claims and complete adjustments (as well as other reprocessing actions).
- Review and adjudicate claims and/or non-medical appeals.
- Determine whether to return, deny, or pay claims.
- Act within organizational policies and procedures.
Medical Biller Externship
United Rehab Physical Therapy
07.2015 - 08.2015
- Responded to inquiries from providers on a broad scope of coverage issues pertaining to eligibility, coordination/explanation of benefits, and payment schedules.
- Carefully researched and reviewed individual/group claims exercising a working knowledge of major medical plans and leading healthcare networks.
- Reviewing and processing of EOB's.
- Knowledge of HIPAA.
- Reviewed claims for accuracy.
- Compile and record medical charts, reports, and correspondence electronically.
- Open incoming mail to be scanned into EMR system.
- Scan medical records into the Electronic Health Records of patients such as consultations, images, test results, prescriptions, labs, etc.
- Verification of several insurances for patient eligibility/benefits and verify patient co-payments.
- Confirm patient appointments, answer telephone, pull incoming and file patient charts.
- Working directly with the insurance company and healthcare provider to get a claim processed and paid.
- Reviewing and preparing appeals for unpaid and denied claims.
- Filing/pulling patient charts.
- Review denial and resubmit to insurance.
- Posting patient charges and payments.
- Entering new patients into system.
Education
License - Producer/Agent- Property, Casualty
Brewer Insurance School
Columbia, SC12-2022
Certificate - Medical Billing And Coding Graduate
Branford Hall Career Institute
Bohemia, NY09-2015
Certification - Medical Assistant Program
Hunter Business School
Medford, NY06-2010
Skills
- Customer service
- Bank reconciliation
- Accounts receivable
- Clerical support
- Problem resolution
- Account management
- Data entry
- Agency Management System proficiency
- Excellent written and oral communication
- Payment Processing
- Computer Proficiency
- Administrative Support
Affiliations
- Member of Ahima- 2015
Languages
English
Spanish
Timeline
Customer Service Specialist
Relation Insurance-formally Hodge Ethridge Agency
02.2023 - 06.2024
Office Staff/Administrative Assistant
Relation Insurance- Formally Hodge Ethridge Agency
01.2018 - 02.2023
Claims Customer Service Advocate II
Kelly Services (BlueCross BlueShield)
08.2016 - 01.2017
Medical Biller Externship
United Rehab Physical Therapy
07.2015 - 08.2015
License - Producer/Agent- Property, Casualty
Brewer Insurance School
Certificate - Medical Billing And Coding Graduate
Branford Hall Career Institute
Certification - Medical Assistant Program
Hunter Business School
Similar Profiles
Kayla BonebrakeKayla Bonebrake
Regional Broking Director at Relation Insurance ServicesRegional Broking Director at Relation Insurance Services
Melanie FitzgeraldMelanie Fitzgerald
Account Manager at Relation Insurance ServicesAccount Manager at Relation Insurance Services
JEFFREY CANTIERIJEFFREY CANTIERI
Business Support Services Manager at Relation Insurance Services (acquired G2 Jun 2022)Business Support Services Manager at Relation Insurance Services (acquired G2 Jun 2022)