ANJELICA DUKES
Jonesboro,GA
Summary
To obtain a position that will allow me the opportunity to utilize my customer service and insurance professional skills, while achieving and exceeding my work expectations. I also hope to gain additional knowledge in this field while aiding in the future development of my personal growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
American Family Insurance
Atlanta, GA
04.2022 - 03.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Claims Specialist
USAA Insurance/ TTec
Atlanta, GA
05.2019 - 03.2022
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
- Communicated with other departments to establish action plans and manage open claims to closure.
- Planned and conducted investigations of claims to confirm coverage and compensability.
- Resolved claims by approving or denying documentation, calculating benefits due and determining compensation settlement.
- Documented specific claims by completing and recording forms, reports and logs.
- Investigated and analyzed requirements to improve timeliness of reports to customers
- Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.
- Conducted interviews with involved claims parties and witnesses to gather detailed information and arrange investigations.
- Used skills to establish productive working relationships with car dealers, loan processors and community business partners.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
Medical Administrative Assistant
Eagles Landing Diabetes and Endocrinology
Stockbridge, GA
08.2016 - 01.2019
- Provided front office duties preparing patients for office visit and documenting/updating pertinent health information
- Provide oversight for front office duties, collected co-payments for office visit
- Facilitate patient scheduling for appointments and outside referrals
- Retrieve laboratory test results and patient information from hospital, labs, and/or physician offices
- Provided outstanding customer service to all patients and staff members.
Security Officer
G4S Security
College Park, GA
01.2012 - 08.2016
- Secured premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry, obtains help by sounding alarms
- Prevented losses and damage by reporting irregularities; informing violators of policy and procedures; restraining trespassers
- Controlled customer traffic by directing and assisting
- Completed reports by recording observations, information, occurrences, and surveillance activities; interviewing witnesses; obtaining signatures.
Medical Administrative Assistant Extern
Atlanta Vision Center
Hapeville, GA
01.2015 - 01.2016
- Handled incoming calls, scheduled appointments, checked insurance eligibility, prepared charts, filed charts, handled superbills, photo copies and faxes
- Managed customers copayment and Optical ware purchases
- Handled billing and coding information, accepted Ups and FedEx deliverers.
Sales Associate/Customer Service
Kmart/Kroger
Jonesboro, GA
01.2010 - 01.2014
- Provided customer assistance with store purchase, cash customers out by receiving payment of purchase
- Stocked store supplies and merchandise on sales floor for purchase
- Assisted sales associates with recovery and maintenance of store prior to daily closure.
Education
Medical Administrative Assistant Diploma -
Everest College
01.2016
Skills
- Training & Qualifications
- Telephone (multi-line) Customer Service
- Patient Billing (electronic, manual)
- Correspondence, Mail Processing
- Bookkeeping & Collection Procedures
- Coding
- Data Entry
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Creative Problem Solving
- Verbal and Written Communication
- Medical Terminology, Accounts Payable
- Microsoft Word, Excel, Power Point
- Managing/Filing Patient Records
- Knowledge Of Insurance Programs:
- Appointment Scheduling, Type 35 WPM
- Claims Investigation
- Knowledge of HIPAA & OSHA
- Team Management
- Lead Development
- Property adjusting
- Property claims
- Claims Processing
Certification
CPR Certified OSHA
Certified X-Ray Certified
Personal Lines License
Property and Casualty License
Timeline
Customer Service Representative
American Family Insurance
04.2022 - 03.2024
Claims Specialist
USAA Insurance/ TTec
05.2019 - 03.2022
Medical Administrative Assistant
Eagles Landing Diabetes and Endocrinology
08.2016 - 01.2019
Medical Administrative Assistant Extern
Atlanta Vision Center
01.2015 - 01.2016
Security Officer
G4S Security
01.2012 - 08.2016
Sales Associate/Customer Service
Kmart/Kroger
01.2010 - 01.2014
Medical Administrative Assistant Diploma -
Everest College