Brenda Farris
Houston,Texas
Summary
To obtain employment in a healthcare environment, where I can apply my knowledge of health insurance and customer service, while executing clerical duties utilizing self-motivation.
Over 40 years customer service and health insurance experience including problem solving, information processing, training, auditing, quality management and customer satisfaction. Self-motivated professional with the ability to build strong customer relations both internally and externally. Demonstrated effective communicator with strong interpersonal and organizational development skills. Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Care Specialist III
Direct Auto Insurance
01.2009 - 01.2018
- Respond to incoming phone calls, emails, and or live chat request from internal and external customers, review accounts and respond appropriately to questions and requests
- Process customer payments by telephone following compliance protocols
- Identify, resolve, research and report customer policy and billing issues utilizing computer systems
- Follow up on unresolved customer inquiries to ensure satisfactory resolution while clients informed
- Determine the urgency of calls or requests and follow escalation procedures
- Provide quotes for new policies, renewals, and endorsements
- Utilize multiple billing systems to process transactions
- Provide customers with product and service information
- Recommend process improvement strategies
- Assist management with training, mentoring, and new product and procedures.
Quality Management Membership and Billing Auditor
Blue Cross/Blue Shield LA
01.1999 - 01.2008
- Assessing the quality and safety of the services offered by our in-network providers and facilities
- Helping members maintain their health by reviewing programs that coordinate care
- Perform compliance audits, risk assessments and investigations as it relates to billing and reimbursement compliance
- Study, evaluate and assess standards of operations, product process specs and other related issues to ensure QA standards
- Develop, monitor and track QA data and process improvements in all services
- Regularly monitor potential billing problems and billing errors
- Assist supervisors in developing corrective action plans to improve billing activities and work flow.
Education
Associate Degree-Office Specialist -
Delta School of Business
Baton Rouge, LouisianaCertified Medical Administrative Assistant
Houston Community College
Houston, TX12.2023
Skills
- Microsoft Word
- Microsoft Excel
- Typing (40wpm)
- Customer Service Support
- Quality Assurance
- Data Entry
- Billing Coordination
- Conflict Mediation
- First Call Resolution
- Inbound Customer Service
- Documentation and Reporting
- Direct Sales
- Payment Processing
Professional Licenses
- 12/01/2009, Property and Causality Insurance
- 09/01/2011, Life, Accident, Health, HMO
Certification
CMAA Certification - NHA
References
References available upon request.
Timeline
Customer Care Specialist III
Direct Auto Insurance
01.2009 - 01.2018
Quality Management Membership and Billing Auditor
Blue Cross/Blue Shield LA
01.1999 - 01.2008
Associate Degree-Office Specialist -
Delta School of Business
Certified Medical Administrative Assistant
Houston Community College
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