Asia Jordan
Newport News,VA
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
12
12
years of professional experience
Work History
Sedgwick
Customer Service Represenative
08.2023 - Current
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Maintained updated knowledge through continuing education and advanced training.
- Maintained accurate records of all claim activities including correspondence, reports, investigations, settlements.
- Reviewed police reports, witness statements, accident reconstruction reports and other documents related to an incident.
- Investigated and evaluated claims to determine liability and damages.
- Reviewed medical records to assess liability and damages.
- Participated in internal audits of claim files to ensure accuracy of data entry.
- Analyzed employee eligibility for FMLA leave based on company policy and federal regulations.
- Conducted research to obtain information related to FMLA claims processing as required.
- Investigated property damage claims to determine coverage and liability.
- Provided guidance to claimants regarding the claims process and documentation needed for payment processing.
Supervisor
Everise
08.2021 - 08.2023
- Appeals
- Handle escalations
- Change Primary Care Provider
- Process claims
- Benefits
- Authorizations
- Prescriptions
- Enrollment/ Dis enrollment
- Find doctors/ Specialist
- Schedule doctor appointments
- Process payments
- Plan change
- Grievance
- Patient intake paperwork
- Setting appointments
- Sending and receiving correspondence
- Data entry
- Maintaining referral files
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Created new strategies for improving customer service standards within the organization.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Customer service representative
AppleOne
11.2020 - 02.2021
- Provide members with benefits
- Send out ID cards
- Enter patient information
- Go over authorizations
- Set up patient transportation
- Find providers and specialists
- Process claims
- Benefit
- Authorizations
- Prescriptions
- Enrollment/ Dis enrollment
- Find doctors/ Specialist
- Schedule doctor appointments
- Process payments
- Plan change
- 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.
- Updated account information to maintain customer records.
Aerotek
Medical Claims Processing
09.2019 - 04.2020
- Medical claims for active duty military families and retirees
- Fee claims for medical equipment
- Reach out to providers
- Add procedure and diagnosis codes to claims
- Medical billing and coding ICD-10
- Deny claims
- Calculate payments
- Created profiles for patients
- Used DEFENSE ENROLLMENT SYSTEM
- Claims must be thoroughly reviewed to ensure that there is no missing or incomplete information
- In addition, processors must keep meticulous records of claims and follow up on lapsed cases
- Home healthcare
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Debt Collector
PRA
03.2019 - 09.2019
- Keep track of assigned accounts to identify outstanding debts
- Plan course of action to recover outstanding payments
- Locate and contact debtors to inquire of their payment status
- Negotiate payoff deadlines or payment plans
- Handle questions or complaints
- Investigate and resolve discrepancies
- Create trust relationships with debtors when possible to avoid future issues
- Update account status and database regularly
- Alert superiors of debtors unwilling or unable to pay when necessary
- Comply with requirements when legal action is unavoidable
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Collected on delinquent accounts to reduce overdue balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Negotiated payment plans with customers to prevent accounts from entering collections.
Laborer
People Ready
06.2018 - 03.2019
- Construction / warehouse
- Load and unload trucks
- Calculate payments of shipments going out
- Counting good and bad merchandise
- Submitting invoices
- Building new locations
- Painting
Customer service Representative
Maximus
04.2018 - 06.2018
- 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.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Resolved billing inquiries and disputes in timely fashion.
- Investigated insurance claims denials and appeals.
Customer Service Representative
Faneuil-DVP
09.2015 - 09.2016
- Duel Skilled
- Credit- handle billing, issue refunds, establish payment plans
- Service order- stop, start, and transfer service
- Report power outages
- Report electrical issues
- Power Upgrades
- File claims for damage property to due power loss
Cashier / Shift Leader
Dunkin Donuts
07.2014 - 01.2015
- Trained new employees and delegated daily tasks and responsibilities
- Completed cash and credit card transactions accurately using POS software
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies
- Enforced company policies and regulations with employees
Cashier
Walmart
10.2013 - 07.2014
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Monitored self-checkout systems and provided help in resolving complex problems
- Conducted inventory counts by adding each item in stock and documenting in computer system
- Set up new sales displays each week with fresh merchandise
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies
Cashier
Hardee's, Newport News
02.2013 - 06.2014
- Greeted customers entering store and responded promptly to customer needs
- Built relationships with customers to encourage repeat business
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Worked flexible schedule and extra shifts to meet business needs
- Welcomed customers and helped determine their needs
- Helped customers complete purchases, locate items, and join reward programs
- Restocked and organized merchandise in front lanes
Education
Centura College
Newport News, VA06.2014
High School Diploma -
Woodside HighSchool
Newport news, VA06.2013
Skills
- Credentialing
- Negotiation
- Conflict Resolution
- Empathy
- Decision Making Skills
- Time Management Skills
- Administrative Skills
- Problem solving
- NRCC Medical Billing and Coding Certified
- Claims processing
- Typing 60 WPM
- ICD-9 - ICD-10
- CPT
- Medical Insurance
- Medical Terminology
- HIPAA
- HCPC
- Patient assessment
- Patient safety
- Electronic Medical Record (EMR)
- Medication management
- Case management
- Treatment planning
- Specialty care
- Equipment maintenance
- Patient referral
- Using coded data to produce and submit claims to insurance
- Appeals unpaid / denied claims
- Verifying patient's’ insurance Coverage
- Answering patients’ billing questions
- Handling collections on unpaid Accounts
- Managing facility’s Accounts
- Receivable reports
- Microsoft Office
- MS Office
- Microsoft Word
Timeline
Sedgwick
Customer Service Represenative
08.2023 - Current
Supervisor
Everise
08.2021 - 08.2023
Customer service representative
AppleOne
11.2020 - 02.2021
Aerotek
Medical Claims Processing
09.2019 - 04.2020
Debt Collector
PRA
03.2019 - 09.2019
Laborer
People Ready
06.2018 - 03.2019
Customer service Representative
Maximus
04.2018 - 06.2018
Customer Service Representative
Faneuil-DVP
09.2015 - 09.2016
Cashier / Shift Leader
Dunkin Donuts
07.2014 - 01.2015
Cashier
Walmart
10.2013 - 07.2014
Cashier
Hardee's, Newport News
02.2013 - 06.2014
Centura College
High School Diploma -
Woodside HighSchool