Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Hi, I’m
Avery Spence
Jacksonville,FL
Summary
Overview
9
years of professional experience
Work History
Datastaffnc
Medical Billing Specialist/Document Specialist
12.2019 - 04.2023
Job overview
- Precisely evaluated and verified benefits and eligibility.
- Precisely completed appropriate claims paperwork, documentation and system entry.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Maintained and updated collections tracking spreadsheet to help organize payment information.
- Verified patient insurance coverage and collected required co-payments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Checked documentation for accuracy and validity on updated systems.
- Modified, updated and processed existing policies.
- Calculated adjustments, premiums and refunds.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Humana
Call Center Representative/Team Lead
01.2014 - 12.2019
Job overview
- Promptly responded to inquiries and requests from prospective customers.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed debit and credit card and electronic check payments.
- Met customer call guidelines for service levels, handle time and productivity.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Trained new personnel regarding company operations, policies and services.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Generated new and repeat sales by offering timely product, service, and technical information.
Education
DeVry UniversityDowners Grove, IL
Medical Billing And Coding
02.2021
University Overview
Florida State College At Jacksonville
Associate of Arts from Health Technology
01.2021
University Overview
Skills
- Critical Thinking
- Documentation
- Multi-Line Phone Talent
- Staff Training
- Customer Account Management
- Knowledge Base Software
Timeline
Medical Billing Specialist/Document Specialist
Datastaffnc
12.2019 - 04.2023
Call Center Representative/Team Lead
Humana
01.2014 - 12.2019
DeVry University
Medical Billing And Coding
Florida State College At Jacksonville
Associate of Arts from Health Technology