Antaria Williams
Customer Service
Norlina,NC
Summary
I have more than 10 years of successful Customer Service experience and support with recognized strengths in account maintenance, problem-solving, trouble shooting and planning/implementing proactive procedures and systems to avoid problems and/or deescalate issues. Working knowledge using Microsoft Excel, Microsoft Word, Microsoft Outlook. I am Energetic and dedicated to efficient and effective collaboration between care teams, patients, and families. Outgoing professional with collaborative and flexible approach to reaching mutually beneficial resolutions. Highly motivated employee with desire to take on new challenges. Strong worth ethic and exceptional interpersonal skills, able to work effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Patient Care Coordinator
Biologics By McKesson
03.2020 - Current
- Maintained confidentiality of patient data and condition to safeguard health information.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Passionately focused on providing care and assistance to patients during times of illness
- Collaborated with nursing staff to advocate for individual patient needs and insurance coverage.
Customer Service Rep
Conduent
11.2019 - 02.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Informed patients, caregivers and families of diagnoses and treatment options, including chronic disease, wound and medication self-management.
Case Manager
Vance County Department Of Social Services
06.2016 - 11.2019
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Assisting the public with obtaining Health Insurance (NC Medicaid, NC Healthchoice)
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Adhered to ethical principles and standards to protect clients' confidential information.
Customer Service Representative Team Lead
Xerox, ACS
09.2011 - 05.2016
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Supervised large teams with guidance, support and direction for high-quality customer care.
Residential Counselor
Gavin & Downey Heavenly Living
01.2008 - 09.2011
- Monitored and documented client progress toward meeting goals and objectives.
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.
- Encouraged clients to develop self-advocacy skills and to become active participants in own treatment plans.
- Resolved conflicts by performing in-time crisis intervention and enforcing discipline and behavior metrics.
- Supported residents in coping with emotions and fears through one-on-one sessions.
Correctional Officer
Warren Correctional Institution
09.2006 - 02.2008
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Conducted routine and emergency head counts.
- Maintained safety and security of the inmates while monitoring daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
Education
High School Diploma -
Warren County High School
Warrenton, NC05.2004
Skills
Customer Service
Strategic Planning
Medical Terminology
Insurance Practices
Filing and Recordkeeping
Patient Education
Scheduling
Medical Data Collection
Patient Flow Management
Attention to Detail
Creative Problem-Solving
Patient Registration
Patient Documentation
Insurance Verification
Patient Outreach and Follow-Up
Patient Care
References
Keisha Tyler-919-939-3525
Latalvin Branch-252-572-6702
Karla Jones-252-204-8831
Timeline
Patient Care Coordinator
Biologics By McKesson
03.2020 - Current
Customer Service Rep
Conduent
11.2019 - 02.2020
Case Manager
Vance County Department Of Social Services
06.2016 - 11.2019
Customer Service Representative Team Lead
Xerox, ACS
09.2011 - 05.2016
Residential Counselor
Gavin & Downey Heavenly Living
01.2008 - 09.2011
Correctional Officer
Warren Correctional Institution
09.2006 - 02.2008
High School Diploma -
Warren County High School
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