Be’Aonka Bolton
Atlanta,GA
Summary
Dedicated Customer Service Representative talented at processing high volumes of error-free transactions and meeting departmental goals. Offers fourteen years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations.Having a natural Servant Spirit is my Key to success in Customer service Customers love relation and a warm heart which I have to offer on top of many years of experience. Cordial Patient Access Specialist with demonstrated customer service skills in all interactions, with both external and internal customers. Social and communicative with high regard for sensitive and confidential information. Clear understanding of HIPAA rules and insurance protocols.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Kaiser Permanente
Atlanta, GA
01.2021 - 06.2021
- Answered 50+ inbound calls per day and directed to individuals or departments.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assessed customer needs and upsold products and services to maximize sales.
- Set up and activated customer accounts.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Reviewed account and service histories to identify trends and issues.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Assisted customers in making payments on accounts and setting up payment plans.
- Upheld strict quality control policies and procedures during customer interactions.
- Documented conversations with customers to track requests, problems
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Manager
HMS Host International
Atlanta, GA
01.2017 - 03.2021
- Placed orders for food and supplies used for creating meals for 100 plus people.
- Communicated with kitchen employees, answered questions and offered insight into food preparations.
- Checked freezer and refrigerator each day to verify proper functioning.
- Taught kitchen staff about proper nutrition, food allergies and dietary issues.
- Sanitized all counters and utensils used for preparation of raw meat, poultry, fish and eggs.
- Kept kitchen, cooking utensils and storeroom clean at all times.
- Trained kitchen workers on culinary techniques.
- Adhered to all regulatory standards regarding safe and sanitary food prep.
- Made all meals in accordance with company standards and requirements.
- Modernized work processes to reduce guest wait times and boost daily output.
- Contributed to consistent customer satisfaction rating by producing high-quality food and providing timely service.
Front Desk Receptionist
One Saint Personal Care hm
Conyers, GA
09.2012 - 12.2015
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Maintained accurate bookkeeping of important files and ran reports and delivered updates on occupancy and revenues to supervisor.
- Scheduled meetings and meeting rooms for internal personnel, partners and clients.
- Checked and secured building areas during off-hours to prevent entry by unauthorized individuals.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Greeted customers, answered general questions and directed to appropriate locations.
Patient Access Specialist
AmerisourceBergen
Atlanta , GA
09.2022 - Current
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
- Collected and validated patient demographics and insurance information.
- Contacted patients on annual renewal dates to offer assistance.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
Claims Specialist
Aetna And Meritain
Atlanta, Georgia
07.2021 - 08.2022
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Followed up with customers on unresolved issues.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Checked documentation for accuracy and validity on updated systems.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Calculated adjustments, premiums and refunds.
- Processed and recorded new policies and claims.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Diploma
Newton High School
Covington, GACertificate - Criminal Justice
Dekalb Technical College
Covington, GASkills
Credit card payment processingundefined
Timeline
Patient Access Specialist
AmerisourceBergen
09.2022 - Current
Claims Specialist
Aetna And Meritain
07.2021 - 08.2022
Customer Service Representative
Kaiser Permanente
01.2021 - 06.2021
Manager
HMS Host International
01.2017 - 03.2021
Front Desk Receptionist
One Saint Personal Care hm
09.2012 - 12.2015
Diploma
Newton High School
Certificate - Criminal Justice
Dekalb Technical College
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