Anisa P.
Griffith,IN
Overview
9
9
years of professional experience
Work History
Health & Benefits - Customer Service Representativ
Inspira Financial
Remote, USA
05.2025 - Current
- Manage and resolve phone-based support, emails, and tickets, aiming to fully clear call & chat ques.
- Maintain and continually improve metrics, call and email times, workflows, and internal processes related to refunds, billing, and customer issue resolution.
- Respond to inbound calls from members, providers, employers, and brokers regarding health, dental, vision, HSA/HRA/FSA, disability, and other benefit plans.
Provide accurate benefit information, including eligibility, coverage details, claims status, cost-share amounts, and plan rules. - Assist with account issues, such as updating member information, troubleshooting portal access, and explaining required documentation.
Educate members on how to use their benefits effectively, including preventive care, in-network provider usage, pre-authorization requirements, and reimbursement processes. - Process service requests such as ID card requests, claim inquiries, appeals initiation, reimbursement submissions, and premium/payment questions.
- Review claims and explain how they were processed, including deductibles, copays, coinsurance, coordination of benefits, and denials.
- Document all interactions clearly and thoroughly in the system to ensure accurate records and follow-up.
- Follow HIPAA regulations and safeguard sensitive member information at all times.
Resolve issues efficiently, escalating complex cases to internal departments when appropriate. - Meet performance metrics, including call quality, productivity, adherence, and customer satisfaction goals.
- Communicate professionally and empathetically to support members experiencing stressful or confusing benefit situations.
- Collaborate with internal teams such as claims, enrollment, and provider relations to ensure timely resolution of member concerns.
Medical Biller & Coder
NWI Clarity Clinic
11.2021 - 04.2025
- PATIENT BILLING
- Issuing Patient statements dependent on revenue cycle.
- Accepting & Posting payments via Electronic remittance advice, insurance check, and through various insurance portals.
- Solving any concerns/questions regarding Balances due to deductibles, co-pays, or coinsurance.
- Processing Patient refunds, as needed.
- Verify & Updating patient insurance information.
- Obtaining pre-authorizations when needed.
- Review, prepare, and transmit claims to appropriate parties.
- Answer inquiries regarding patient accounts, the billing process, or the appeals process
- Work with patients to set up payment plans and manage collection accounts as they are processed
- Strong organizational and customer service skills in addition to the ability to work in a fast-paced, patient-oriented environment
- Good organizational skills
- Excellent communication skills
- CLAIMS PROCESSING
- Investigate unpaid claims to determine the cause of the delay to keep billing revenue cycle on track.
- Review & resubmit denied claims.
- Experienced in various insurance portals.
- Achieve maximum reimbursement for services provided
Chat Support Specialist-Temporary Contract
Mielle Organics
Remote, USA
10.2024 - 01.2025
- Provided expert chat support, resolving customer inquiries and enhancing product understanding.
- Collaborated with cross-functional teams to streamline communication and improve customer experience.
- Analyzed customer feedback to identify trends, contributing to product development insights.
- Trained extensively in Shopify, SalesForce, & Zendesk.
Universal Banker II
Royal Savings Bank
Chicago, IL
07.2018 - 03.2020
- Assigned & In charge of Specific Branch/location. Responsible for Opening/Closing of branch depending on shift.
- Balancing & Auditing Vault, ATMs, cash boxes, Money Dispensing Machines, etc.
- Experience in working with Ulti Pro Systems.
- Daily Transaction running consisting of account deposits, withdraws, Checkbook & debit card ordering, Commercial & Residential Loan Payments, originating wire & external account transfers.
- Resolving any customer account issues consisting of: Fraud, Check holds, Employee complaints, teller errors, etc.
- Cross selling Bank products daily, meeting sales/account opening goals on a monthly basis.
- Event Planning to advertise & market Bank products, plan seasonal events for Account & shareholders.
- Continued BSA Compliance Education.
Personal Banker
First Merchants Bank
Highland, IN
04.2017 - 07.2018
- Position is split between both Teller & Account Platform roles.
- Responsible for resolving issues for customers and providing satisfactory explanation and resolution for the following: replacing lost and stolen debit cards. Fraud and dispute reporting, Resolution for overdraft fees.
- Responsible for opening and maintaining various accounts, products and services, including: Checking , Savings, CD’s, IRA/HSA, Estate & Trust, Business/Sweep accounts, and Safe Deposit Boxes.
- Experienced in cross selling the following products: Savings accounts, Safe deposit boxes, debit cards, credit cards, Electronic Bill pay, Online & mobile banking products.
- Responsible for reaching 15 customers weekly by phone to make benefit statements and uncover customer needs.
- Identify cold sale leads to reveal prospective new customers and initiate sales.
- Generating new revenue & clientele for Investment Banking by recruiting, rapport building, and cold calling.
- Traveling to local businesses, and corporations to hold events for employees. Teaching about our bank & the products offered.
- Continued education provided by employer to obtain NMLS #.
Education
High School Diploma -
George Rogers Clark
06.2014
Skills
- Cash Handling
- Bank Secrecy Act (9 years)
- Microsoft Word
- Microsoft Excel
- Zendesk
- Fiserv
- CBAS
- SalesForce
- Shopify
- CRM Systems
- EHR systems
- Medical Billing
- Medical Scheduling (2 years)
- Sales
- Google Docs
- Medical terminology
- Phone Etiquette
- Call Center Experience
- HIPPA Compliance
- ICD-10
- A/R
- Payroll experience
REQUIREMENT & PROCEDURES
- Conduct Medicare reviews.
- Conduct & Assist with annual Audits.
- Adherence to state and federal laws and confidentiality guidelines regarding: HIPAA, ICD-10, AND CPT.
- Understanding medical coding (CPT and ICD10).
- Familiarity with Payer + Insurance Products and Language.
- Experience using practice Manager/EHR Systems, and Softwares. Such as: AdvancedMD, Practice Fusion, and various private health insurance verification systems.
Timeline
Health & Benefits - Customer Service Representativ
Inspira Financial
05.2025 - Current
Chat Support Specialist-Temporary Contract
Mielle Organics
10.2024 - 01.2025
Medical Biller & Coder
NWI Clarity Clinic
11.2021 - 04.2025
Universal Banker II
Royal Savings Bank
07.2018 - 03.2020
Personal Banker
First Merchants Bank
04.2017 - 07.2018
High School Diploma -
George Rogers Clark