Broniesha James
Dallas,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Healthcare industry. Solid team player with a positive demeanor, outgoing, organized, and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Clinical Assistant
BlueCross BlueShield of Tennessee Inc.
Remote
10.2024 - Current
- Improved patient satisfaction by handling queries and concerns with empathy and professionalism.
- Manage approximately 50 faxes per day
- Utilized effective communication and active listening skills when interacting with physicians, nursing staff, and patients.
- Streamlined office procedures by organizing filing systems and updating electronic health records accurately.
- Expedited prescription refills for patients under the supervision of healthcare providers, reducing medication lapses.
- Performed medical records management, including filing, organizing and scanning documents.
- Obtained client medical history, medication information, symptoms, and allergies.
Revenue Account Specialist
The Cigna Group
Remote
07.2023 - 04.2024
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Completed routine and complex account updates to resolve problems.
- Managed multiple books of business
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Set up new customer accounts and updated existing profiles with latest information.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Developed customized financial solutions for clients, addressing their unique needs and concerns.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Analyzed financial data and generated accurate, insightful reports for management.
- Prepared and submitted timely invoices, statements and payment reminders for customers.
- Resolved complex account issues, restoring client confidence and preserving business relationships.
- Facilitated client onboarding by preparing comprehensive welcome kits and informational guides.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Contributed to team objectives in fast-paced environment.
Customer Service Representative
Cigna Health & Life Insurance
Remote
09.2021 - 04.2023
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Maintained positive and professional attitude toward customers to foster positive experiences resulting in re
- 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.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Handled over 50 calls per shift assisting new customers, retrieving customer data, presenting relevant product information and cancelling services.
Remote Insurance Collector
Community Health Systems Inc
Nashville, TN
11.2015 - 11.2020
- Displayed a consistent positive attitude towards customers, peers and other personnel
- Identified issues and took appropriate action to ensure speedy resolution
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances
- Sorted materials and file according to guidelines
- Responded to materials requests and retrieved necessary information
- Prepared mailings of information and documentation
- Checked patient data including insurance, demographic and health history to ensure all information was current
- Adhered to strict HIPAA guidelines at all times according to company policy
- Entered procedure codes and diagnosis codes into medical billing software
- Reviewed and sent medical records to other physicians upon request
- Contacted patients regarding unpaid and underpaid accounts to resolve issues
- Maintained privacy of patients' information
- Efficiently performed insurance verifications, pre-certifications and pre-authorization functions.
Education
Bachelor of Science - Political Science, English and Health Administration
Middle Tennessee State University
Murfreesboro, TN12.2014
Skills
- Ability to handle/resolve problems in fast paced environment
- Reliable, punctual and committed
- Quick learner & team player
- Works well under pressure
- Written and oral communication skills
- Excellent analytical skills
- Computer proficient & extremely organized
- Courteous with Strong Service Mindset
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
Timeline
Clinical Assistant
BlueCross BlueShield of Tennessee Inc.
10.2024 - Current
Revenue Account Specialist
The Cigna Group
07.2023 - 04.2024
Customer Service Representative
Cigna Health & Life Insurance
09.2021 - 04.2023
Remote Insurance Collector
Community Health Systems Inc
11.2015 - 11.2020
Bachelor of Science - Political Science, English and Health Administration
Middle Tennessee State University