Casey Southall
Pleasant Grove,AL
Summary
Experienced professional 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.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Concentrix
Remote
11.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Arranged appointments with doctors, pharmacists and medical teams to raise awareness of latest product launches.
- Updated patient information and insurance details for accurate electronic medical records.
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
Medical Claims Processor
Blue Lake Anesthesia Solutions
Hoover, AL
04.2024 - 11.2024
- Responded to customer inquiries following HIPAA rules and solve payment and billing discrepancies using detail knowledge of multiple plan policies.
- Provide accurate information about our billing process, insurance and Medicare coverage.
- Submit medical claims to commercial insurance companies, Medicare, and Medicaid for payment with use of ICD-9 and CPT coding
- Correspond letters, send out claim forms, EOB's, checks to providers, and medical facilities.
- Review and verify patient account information against insurance program specifications, analyze surgical procedures and diagnoses using CPT-4 and ICD-9 codes
- Conduct research online with several Medicare HMO carriers to obtain payments on claims.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Managed large volume of medical claims on daily basis.
- Demonstrated adaptability by handling various types of claims including workers compensation.
Billing Specialist
Spire
Hybrid
02.2023 - 12.2023
- Entered and maintained billing information in company internal databases for accessibility.
- Collected data and developed detailed spreadsheets to identify trends and create revenue, profitability, and expense forecasts.
- Worked with multiple departments to check proper billing information.
- Prepared and submitted monthly billing reports to management for financial overview.
- Used data entry skills to accurately document and input statements.
- Reconciled accounts receivable to general ledger.
- Verified accuracy of billing data and corrected discrepancies.
- Audited billing records to verify accuracy and completeness.
- Generated monthly billing and posting reports for management review.
Freelance Makeup Artist
Beauty Bag Artistry
Birmingham, AL
09.2019 - 12.2022
- Built clientele and relationships through marketing projects and excellent service.
- Kept up-to-date with style industry standards, trends and techniques to provide optimal aesthetics services to every client.
- Conducted makeup classes to help students gain in-depth knowledge of various products and uses.
- Professionally applied makeup to clients for proms, weddings and special occasions.
- Taught master classes to inspire potential makeup artists or help people expand knowledge and skills.
- Handled day-to-day accounting processes to drive financial accuracy.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
Customer Service Representative
Alabama Power Company
11.2018 - 08.2019
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Offered advice and assistance to customers, paying attention to special needs or wants
- Updated account information to maintain customer records for billing
- Processed customer adjustments to maintain financial accounts
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Effective liaison between customers and internal departments.
- Educated customers about billing, payment processing and support policies and procedures.
- Prepared and processed service forms to start and stop utility services.
- Processed customer billing invoices and payments daily for monthly billing cycle.
- Prepared work order requests for new service, outages and maintenance actions.
Account Expert
T-Mobile
06.2016 - 08.2018
- Sharpened skills by obtaining required continuing education credits and attending training to keep updated on legislative and industry changes
- Trained new employees on customer service, and organizing strategies
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Updated account information to maintain customer records.
- Processed customer adjustments to maintain financial accounts.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Outbound Customer Service Representative
J.L. Morgan & Associates LLC
01.2014 - 05.2015
- Interviewed patients via telephone, strict adhering to survey scripts.
- Listened carefully while accurately typing patient's responses into survey research system. Responsible for conducting all surveys for research purposes plus new projects as they developed.
- Met established attendance expectations and team revenue goals to achieve company objectives
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Education
No Degree - General Studies
Wallace State Community College - Hanceville
Hanceville, ALHigh School Diploma -
Brentwood Christian Academy
Bessemer, AL05.2009
Skills
- Critical Decision-Making
- Customer Service
- HIPAA compliance awareness
- Professionalism and Ethics
- Medical terms and procedure knowledge
- Insurance Verification
- Healthcare Billing Knowledge
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Excellent Communication
- Critical Thinking
- Active Listening
- Microsoft Office
- Documentation skills
- Data Entry
- Professionalism
- Insurance Coverage Verification
- Typing
- Creativity
- Call center experience
- Microsoft Excel
- Administrative Support
- Client Relationship Building
- Makeup Application
- Makeup product knowledge
- Social Media Content
Timeline
Customer Service Representative
Concentrix
11.2024 - Current
Medical Claims Processor
Blue Lake Anesthesia Solutions
04.2024 - 11.2024
Billing Specialist
Spire
02.2023 - 12.2023
Freelance Makeup Artist
Beauty Bag Artistry
09.2019 - 12.2022
Customer Service Representative
Alabama Power Company
11.2018 - 08.2019
Account Expert
T-Mobile
06.2016 - 08.2018
Outbound Customer Service Representative
J.L. Morgan & Associates LLC
01.2014 - 05.2015
No Degree - General Studies
Wallace State Community College - Hanceville
High School Diploma -
Brentwood Christian Academy