Charlene Campbell
Kansas City,MO
Summary
Result-oriented Customer Service Advocate with 10+ years of experience. Analytical thinker with strong problem-solving skills. Adaptable to changing customer needs and able to handle high-pressure situations. Committed to providing excellent customer service and ensuring customer satisfaction.
Overview
11
11
years of professional experience
Work History
Collections Specialist
BreadFinancial
11.2022 - Current
- Implement innovative strategies to improve collections and reduce delinquency rates
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
- Assisted sales representatives in credit evaluations for new customers, minimizing risk exposure for the company moving forward.
- Analyzed historical data trends to identify areas of improvement in future collection tactics, informing strategic decision-making processes.
- Mitigated potential losses by promptly identifying high-risk accounts requiring escalated collection actions or legal proceedings involvement if necessary.
Reimbursement Case Manager
TrialCard
03.2019 - 11.2022
- Verifies patients’ eligibility and claims status with government and commercial insurance companies and pharmacy benefits payers.
- Determines prior authorizations for medication and outpatient procedures.
- Researches CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
- Actively maintains current working knowledge of CPT and ICD-9 coding principles, government regulation, protocols and third party requirements regarding billing.
- Precisely evaluated and verified benefits and eligibility.
- Submits appeals for denial of medication coverage on behalf of health care providers and patients.
- Initiate referrals to patient foundation programs and co-pay assistance programs.
- Generates co-pay cards, vouchers, and titration vouchers to retail pharmacies for prescription medications
Car SALES CONSULTANT
CarMax
09.2017 - 03.2019
- Build and maintain a strong network of potential customers through prospecting, referrals, and networking events to increase sales opportunities.
- Boosted customer satisfaction by providing tailored solutions and excellent service during the car buying process.
- Achieved top sales performance consistently by effectively showcasing vehicles and their features to prospective buyers.
- Organized and managed test drives for potential buyers to facilitate informed decision making.
- Enhanced dealership reputation by delivering outstanding customer service, resolving issues promptly, and addressing concerns professionally.
- Utilized CRM software effectively to track customer interactions, manage leads, and ensure timely follow-up on inquiries.
- Negotiated purchase prices and explained sales, warranty, and optional products.
Medicare SALES CONSULTANT/QUALITY ASSURANCE
SelectQuote
09.2017 - 04.2020
- Improved overall quality compliance by conducting thorough audits and inspections of processes and systems.
- Developed effective compliance training programs for employees, enhancing company-wide understanding of regulations.
- Implemented corrective actions to address identified non-compliance issues, ensuring continuous process improvement.
- Created detailed reports on audit findings, enabling senior leadership to make well-informed decisions regarding quality control initiatives.
- Enhanced call quality by monitoring and evaluating customer interactions with agents.
- Identified areas of improvement for agents through thorough analysis of recorded calls.
- Increased Medicare plan enrollments by effectively presenting and explaining plan options to potential clients.
- Built strong relationships with clients for long-term success by providing exceptional customer service and support.
- Streamlined the enrollment process with efficient documentation and data entry, reducing processing time.
- Maximized sales opportunities, actively identifying new leads through referrals and networking events.
- Conducted thorough needs assessments for each client, recommending the most suitable Medicare plans based on their unique requirements.
- Enhanced customer retention rates by proactively addressing any issues or concerns regarding their Medicare plans.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Identified and solicited sales prospects in agency databases.
- Utilized CMS to verify Medicare coverage as well as identify Low Income Subsidy Level
DENTAL CLAIMS ASSOCIATE
Sun Life Financial
08.2013 - 01.2017
- Evaluate and analyze dental claims for accuracy and compliance with company policies and procedures
- Enhanced claim processing efficiency by streamlining workflows and implementing new software tools.
- Reduced claim resolution time by improving communication between departments and prioritizing urgent cases.
- Demonstrated computer skills for data entry and answered broad variety of inquiries.
- Assisted with data collection, data entry and report generation on various departmental related activities.
- Answered and directed phone calls, filed documents, performed data entry and handled billing.
- Improved claim processing efficiency by accurately reviewing and analyzing dental claims for payment.
- Enhanced provider satisfaction with timely and accurate claim adjudication, ensuring prompt reimbursement.
- Streamlined the appeals process for disputed claims, collaborating closely with team members to resolve issues effectively.
- Maintained a high level of accuracy in data entry while processing large volumes of dental claims daily.
Education
High School Diploma -
Shawnee Mission West High School
06.2013
Skills
- Sales Development
- Upselling
- Data Security
- Customer Relationship Management
- Data Analysis
- Quality Assurance
- Mentoring and Training
- Critical Thinking Abilities
Job Title
Adaptable Office Professional Seeking Remote Work
Timeline
Collections Specialist
BreadFinancial
11.2022 - Current
Reimbursement Case Manager
TrialCard
03.2019 - 11.2022
Car SALES CONSULTANT
CarMax
09.2017 - 03.2019
Medicare SALES CONSULTANT/QUALITY ASSURANCE
SelectQuote
09.2017 - 04.2020
DENTAL CLAIMS ASSOCIATE
Sun Life Financial
08.2013 - 01.2017
High School Diploma -
Shawnee Mission West High School
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