Bionca Culpepper
Morrow,GA
Summary
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Patient Access Liaison
Emory Healthcare
10.2024 - Current
- Efficiently scheduled and confirmed patient appointments while managing cancellations to minimize gaps.
- Coordinated scheduling for multiple physicians to optimize patient access while aligning with provider availability.
- Facilitated telehealth service scheduling, significantly expanding patient access to medical consultations.
- Communicated vital appointment details and preparation instructions clearly to patients.
- Performed data entry of patient demographics, insurance verification, and payments received accurately.
- Collaborated with laboratory and pharmacy departments to streamline workflows and improve service delivery.
- Collaborated with healthcare teams to implement Epic Ambulatory solutions.
Customer Support Specialist
Home Depot Online Contact Center
06.2022 - 06.2026
- Handled 40-60 inbound inquiries daily across multiple channels, ensuring professional and effective customer interactions.
- Managed customer inquiries and issues via Resolved customer queries effectively, attaining a 90% satisfaction score from feedback surveys.
- Built strong customer relationships by providing personalized assistance and tailored solutions.
- Utilized CRM software for account monitoring and streamlined customer relationship management.
- Documented each troubleshooting step in CRM to ensure clear technician handoffs.
- Facilitated communication between warehouse teams to expedite order rerouting and confirm delivery schedules, enhancing overall service efficiency.
- Promoted timely shipments while fully resolving any customer issues encountered.
- Communicated proactively with dispatch about delivery updates and route adjustments.
Inbound Medicare Customer Support Specialist
Humana
08.2023 - 02.2024
- Answered incoming calls from Medicare beneficiaries, delivering information regarding benefits and coverage.
- Explained Humana benefits, including dental, vision, OTC allowances, and wellness programs for member clarity.
- Assisted beneficiaries with Part D plan comparisons and pharmacy network inquiries, empowering informed healthcare decisions.
- Guided new members through ID card activation and PCP selection for seamless onboarding.
- Verified accuracy of enrollment submissions through thorough reviews of beneficiary data and plan selections.
- Utilized CRM systems to track customer interactions and manage case resolutions effectively.
- Conducted analysis of Humana Medicare policies to offer accurate insights on coverage options and eligibility criteria.
- Monitored federal, state, and local healthcare laws and regulations to ensure compliance and inform members about Medicare coverage.
Auto Claim Specialist
State Farm
Atlanta, GA
11.2023 - 05.2024
- Investigated auto accident cases comprehensively to determine liability and accelerate claim resolutions.
- Assessed claims eligibility by scrutinizing applications and accompanying documentation thoroughly.
- Cultivated client relationships to expedite claims handling.
- Collaborated with repair shops to evaluate vehicle damages and provide cost estimates.
- Arranged appraisals with third parties, guaranteeing timely reimbursements.
- Reviewed medical bills for reasonableness before payment authorization.
- Tracked accident patterns to identify risk exposure trends.
- Utilized advanced software for efficient claim processing and data management.
Airline Attendance & Leave Management Specialist
Anteris Management Consulting Inc
10.2022 - 02.2023
- Verified employee eligibility for PTO, sick leave, FMLA, and workers’ compensation to ensure policy compliance and accurate code entry.
- Reviewed and validated documentation for accuracy and completeness prior to approval to support compliance and operational integrity.
- Resolved employee inquiries on missing documentation, scheduling changes, attendance issues, and claim updates to facilitate timely resolutions.
- Responded to inquiries from employees, supervisors, HR staff, attorneys or other third parties concerning leave entitlements or other aspects of the law.
- Enhanced access to DeltaNet resources for PTO requests, medical leave instructions, and Sedgwick claims processes.
Control Board Operator
CEVA Logistics
05.2013 - 04.2022
- Streamlined operational processes by organizing logistics documents, including bills of lading and delivery receipts.
- Verified inventory counts and corrected discrepancies to maintain audit accuracy and ensure compliance.
- Delegated tasks to forklift drivers, pickers, packers, and handlers to improve operational workflow.
- Communicated workflow issues and priority changes to supervisors, ensuring alignment across teams.
- Utilized warehouse management system for real-time updates on operational status.
- Compiled shift reports detailing exceptions and trends for upper management review.
- Handled inquiries from drivers and vendors through prompt email communication regarding workflows.
Sales Office Coordinator
Room's To Go (Outlet)
01.2010 - 05.2013
- Achieved proficiency in sales processes, completing transactions with precision and speed.
- Facilitated accurate customer order transactions through effective use of POS and back-office systems.
- Advised customers on payment methods and contract terms, leading to higher sales completion rates.
- Communicated delivery details clearly, reducing follow-up inquiries by 15%, improving customer satisfaction.
- Maintained customer database integrity through detailed interaction tracking.
- Partnered with finance to streamline payment processing, resulting in 10% improvement in transaction efficiency.
- Implemented successful store loyalty initiatives, resulting in a 25% increase in sign-ups within six months.
- Executed nightly cash reconciliations for financial accuracy prior to store closure.
Education
High School Diploma -
Mundys Mill High School
Jonesboro, GA05-2006
Some College (No Degree) - Health Information Technology
Atlanta Technical College
Atlanta, GASkills
- Reliability and accountability
- HIPAA compliance knowledge
- Health insurance verification
- Epic charting proficiency
- data entry mastery in Epic MyChart
- Inpatient clinical documentation expertise
- Ambulatory clinical documentation skills
- EpicCare ambulatory proficiency
- Epic implementation experience
- Medical terminology expertise
- Workflow management
- Problem solving
- HIPAA compliance knowledge
- Multitasking skills
- Cloud collaboration
- CRM software proficiency
- Microsoft Office expertise
- Advanced Microsoft Excel, Project, and Visio knowledge
- Office software skills mastery
- Adaptability and flexibility
- Active listening
- Patient advocacy
- Positive attitude and friendliness
- Ambulatory clinical documentation skills
- EpicCare ambulatory proficiency
- Positive attitude and friendliness
Certification
- Dec 2025 – Dec 2027
- BLS CPR Certification, American Heart Association
Hobbies and Interests
Listening to podcasts, Doing puzzles, Watching the NFL and Soccer, Collecting data, Reading, Traveling, Meditation
Languages
English (Native Language)
Timeline
Patient Access Liaison
Emory Healthcare
10.2024 - Current
Auto Claim Specialist
State Farm
11.2023 - 05.2024
Inbound Medicare Customer Support Specialist
Humana
08.2023 - 02.2024
Airline Attendance & Leave Management Specialist
Anteris Management Consulting Inc
10.2022 - 02.2023
Customer Support Specialist
Home Depot Online Contact Center
06.2022 - 06.2026
Control Board Operator
CEVA Logistics
05.2013 - 04.2022
Sales Office Coordinator
Room's To Go (Outlet)
01.2010 - 05.2013
High School Diploma -
Mundys Mill High School
Some College (No Degree) - Health Information Technology
Atlanta Technical College