CHANEL ANDERSON
Charlotte, ,NC
Summary
Accomplished Operations Professional with 15 years of experience in managing customer accounts, financial transactions, and complex workflows across healthcare, financial services, and telecommunications. Expertise in coordinating high-volume processes, resolving issues, and interpreting policies while maintaining compliance and accurate documentation. Proven ability to collaborate with stakeholders and adapt to complex systems.
Overview
20
20
years of professional experience
Work History
Billing Specialist
SPECTRUM
Charlotte, NC
11.2025 - Current
- Manage an average of approximately 40 customer interactions/calls per day, resolving billing, account, payment, and service-related issues in a high-volume environment.
- Process customer payments, billing adjustments, and account updates with a high level of accuracy and attention to detail.
- Manage cable, internet, and phone service accounts, including plan changes, account maintenance, and service-related requests.
- Research account activity to identify billing discrepancies and determine appropriate resolutions in accordance with established policies and procedures.
- Explain complex billing information, charges, fees, and service terms clearly to customers while resolving account issues.
- Utilize multiple billing systems and CRM tools to research account history, process transactions, and maintain accurate records.
- Collaborate with multiple departments and members of leadership to research issues, coordinate solutions, and support effective customer account resolution.
- Manage competing priorities and high-volume workflows while meeting established performance, service, and efficiency standards.
Clinical Administrative Coordinator
UNITEDHEALTH GROUP
11.2019 - 07.2024
- Managed 20–40 prior authorization cases daily, coordinating service requests with hospitals, clinical teams, providers, and internal stakeholders to ensure timely processing.
- Acted as a key point of contact for providers and stakeholders by researching service requests, clarifying requirements, and communicating authorization outcomes.
- Researched complex cases and applied regulatory and organizational guidelines to support accurate and timely resolution.
- Coordinated with internal teams and external providers to gather information, resolve issues, and facilitate timely processing.
- Maintained accurate documentation of client and provider interactions, case activity, and decisions within multiple business systems.
- Developed and updated job aids to standardize processes and enhance service delivery.
- Trained approximately five new hires and provided refresher training and ongoing process support to existing team members.
- Acted as a key resource for managers and leaders, offering guidance on complex processes, systems, and case-related inquiries.
Work-Life Consultant, EAP Services
MILITARY ONESOURCE
07.2018 - 10.2019
- Conducted telephonic and chat-based consultations to assess client needs and recommend tailored resources and solutions, ensuring effective support.
- Established rapport with clients to research and coordinate personalized resources for housing, financial assistance, childcare, education, and other support needs, enhancing client satisfaction.
- Coordinated solutions with internal departments and external resources, maintaining accurate documentation and quality standards to facilitate seamless client service.
Client Relations Specialist
BLUE CROSS BLUE SHIELD OF NORTH CAROLINA
01.2017 - 03.2018
- Managed complex client inquiries regarding benefits, claims, coverage, and account-related issues, ensuring timely resolution and client satisfaction.
- Researched client accounts and benefit information to identify effective solutions, providing clear and accurate explanations that enhanced client understanding.
- Coordinated with providers and internal teams to gather information and resolve client issues, maintaining thorough documentation for improved service continuity.
Client Support / Mortgage Retention
BANK OF AMERICA
07.2006 - 08.2012
- Managed high-volume customer relationships across mortgage, credit card, banking, and payment needs, enhancing customer satisfaction and retention.
- Assessed customer financial situations and identified resolution options within guidelines, enhancing customer outcomes and ensuring compliance.
- Negotiated payment arrangements and facilitated foreclosure alternatives, maintaining accurate account documentation and promoting customer retention.
Education
Bachelor - Social Work
Norfolk State University
01-2010
Skills
- Operations & Workflow Coordination Process Management Account & Transaction Management Business Systems & CRM Process Documentation Quality & Accuracy
- Policy & Procedure Interpretation Issue Resolution Cross-Functional Collaboration Compliance & Regulatory Guidelines Training & Team Support Microsoft Office
Timeline
Billing Specialist
SPECTRUM
11.2025 - Current
Clinical Administrative Coordinator
UNITEDHEALTH GROUP
11.2019 - 07.2024
Work-Life Consultant, EAP Services
MILITARY ONESOURCE
07.2018 - 10.2019
Client Relations Specialist
BLUE CROSS BLUE SHIELD OF NORTH CAROLINA
01.2017 - 03.2018
Client Support / Mortgage Retention
BANK OF AMERICA
07.2006 - 08.2012
Bachelor - Social Work
Norfolk State University