Summary
Overview
Work History
Education
Skills
Timeline
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Charquaisha Hill

Charquaisha Hill

Aiken,SC

Summary

Proven track record in enhancing customer satisfaction and streamlining policy processes at Teleperformance USA-United Healthcare. Expert in complaint handling and policy understanding, demonstrated through effective resolution of insurance claims and fostering teamwork. Achieved a significant increase in client education and service efficiency, showcasing strong organizational and decision-making skills. Hardworking customer service representative assessed charges for services requested or collected deposits and payments. Contacted customers regarding status updates or adjustments. Trained customers on new policies or procedures and responded to emails or messages in timely manner. I am a forthcoming hardworking and motivated law student seeking a legal intern position. I have some experience with legal research and writing. I want to gain more exposure to the legal field and work with professionals

Overview

10
10
years of professional experience

Work History

Insurance Customer Service Representative

Teleperformance USA- United Healthcare
08.2024 - Current
  • Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
  • Responded to customer requests for products, services, and company information.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Assessed customer needs and recommended suitable insurance policies.
  • Fielded customer complaints, escalating complex issues to management for resolution.
  • Processed insurance policy cancellations and renewals quickly to meet call time targets.
  • Completed customer applications and updated records to reflect current information.
  • Liaised with insurance carriers to resolve billing errors and discrepancies.
  • Advised customers on required information for claim submissions to progress applications.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Set up customer payment plans to cover annual policies and renewals.
  • Provided primary customer support to internal and external customers.
  • Assisted customers with completing insurance documents to avoid missed information.
  • Modified, updated and processed existing policies.
  • Reviewed outstanding requests and redirected workloads to complete projects on time.
  • Coordinated with contracting department to resolve payer issues.
  • Verified client information by analyzing existing evidence on file.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Communicated verification and authorization status updates with department to facilitate decision-making for patient admissions and insurance coverage.
  • Notified insurance agents and accounting departments of policy cancellations and changes.
  • Posted payments to accounts and maintained records.
  • Processed and recorded new policies and claims.
  • Determined appropriateness of payers to protect organization and minimize risk.
  • Communicated effectively with staff members of operations, finance and clinical departments.
  • Made contact with insurance carriers to discuss policies and individual patient benefits.
  • Assured timely verification of insurance benefits prior to patient procedures or appointments.
  • Prepared insurance claim forms or related documents and reviewed for completeness.
  • Generated, posted and attached information to claim files.
  • Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
  • Maintained confidentiality of patient finances, records, and health statuses.
  • Checked documentation for accuracy and validity on updated systems.

Patient Care Technician

Piedmont Augusta Hospital Family Care
02.2024 - 06.2024
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Educated patients and families on proper care and treatment to facilitate successful home care.
  • Maintained clean and safe environment to promote patient safety and comfort.
  • Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
  • Followed directions of licensed nurses to administer medications and treatments.
  • Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
  • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
  • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
  • Facilitated personal hygiene management, feeding and ambulation.
  • Delivered high-quality care to patients in hospital facility.
  • Documented patient information and care activities in electronic health record.
  • Transported patients between rooms and appointments or testing locations.
  • Prevented cross-contamination by cleaning and sterilizing equipment.
  • Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
  • Helped patients complete range of motion exercises to prevent loss of function during care.
  • Supported needs of residents under long-term care.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Responded to patient requests for supplies and personal comfort items such as extra blankets.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Upheld infection control and prevention policies across different patient-facing areas.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.

Certified Nursing Assistant

C.M. Tucker Nursing Home (SC Dep. of Mental He)
01.2024 - 02.2024
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Helped clean and prepare patient consultation rooms to maintain hygiene standards
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Responded to patient requests for supplies and personal comfort items such as extra blankets.
  • Transported patients between rooms and appointments or testing locations.
  • Helped patients complete range of motion exercises to prevent loss of function during care.
  • Delivered high-quality care to patients in hospital facility.
  • Prevented cross-contamination by cleaning and sterilizing equipment.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
  • Supported needs of residents under long-term care.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Helped patients with self-feeding and assisted feeding, based on individual needs.
  • Facilitated personal hygiene management, feeding and ambulation.
  • Upheld infection control and prevention policies across different patient-facing areas.
  • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
  • Followed directions of licensed nurses to administer medications and treatments.
  • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
  • Documented patient information and care activities in electronic health record.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.

Third Party Retriever

Change Healthcare
11.2021 - 12.2023
  • Developed and documented collection procedures and policies to comply with government regulations.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Analyzed customer financial records to determine appropriate payment plan.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Tracked customer service cases and updated service software with customer information.
  • Investigated and resolved accounting, service and delivery concerns.
  • Delivered prompt service to prioritize customer needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Developed and updated databases to handle customer data.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Responded proactively and positively to rapid change.
  • Implemented and developed customer service training processes.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Maintained up-to-date knowledge of product and service changes.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Sought ways to improve processes and services provided.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Customer Service Representative

Anomaly Squared
04.2019 - 11.2021
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Investigated and resolved accounting, service and delivery concerns.
  • Delivered prompt service to prioritize customer needs.
  • Managed timely and effective replacement of damaged or missing products.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Sought ways to improve processes and services provided.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Created and maintained detailed database to develop promotional sales.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Maintained up-to-date knowledge of product and service changes.
  • 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.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Store Helper

Salvation Army Family Store
05.2016 - 07.2019
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Greeted customers entering store and offered assistance with requirements.
  • Displayed merchandise by arranging in appealing ways to boost sales.
  • Answered questions about store policies and addressed customer concerns.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Remained calm and composed in tense situations involving angry or upset customers.
  • Operated POS system to process payments and provide receipts.
  • Located merchandise across various stores to address customer needs.
  • Worked with loss prevention in monitoring shopper behavior.
  • Established and maintained professional relationships with customers to increase trust and rapport.
  • Recommended complementary purchases to customers, increasing revenue.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Prioritized helping customers over completing other routine tasks in store.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Monitored customers for signs of security concerns and escalated issues to management.

Cashier

Dollar Tree
03.2016 - 08.2016
  • Answered questions about store policies and addressed customer concerns.
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Restocked and organized merchandise in front lanes.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Built relationships with customers to encourage repeat business.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Stocked, tagged and displayed merchandise as required.
  • Processed refunds and exchanges in accordance with company policy.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Learned duties for various positions and provided backup at key times.
  • Set up new sales displays each week with fresh merchandise.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Used POS system to enter orders, process payments and issue receipts.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Performed cash, card and check transactions to complete customer purchases.

Retail Sales Associate/Lead Key Holder

Payless ShoeSource
05.2014 - 01.2016
  • Answered questions about store policies and addressed customer concerns.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Recommended complementary purchases to customers, increasing revenue.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Developed strong rapport with customers and created positive impression of business.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Managed efficient cash register operations.
  • Used in-store system to locate inventory and place special orders for customers.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Prioritized helping customers over completing other routine tasks in store.
  • Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Streamlined opening and closing procedures as integral member of store staff.
  • Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
  • Scheduled employees, prepared bank deposits, and drafted sales reports to keep daily processes running smoothly.

Education

Associate of Science - Criminal Justice

Piedmont Technical College
Greenwood, SC
12.2024

Patient Care Technician Certificate - Patient Care

Piedmont Technical College
Greenwood, SC
12.2023

High School Diploma -

Aiken High School
Aiken, SC
06.2016

Skills

  • Complaint Handling
  • Client Education
  • Organization
  • Policy understanding
  • Teamwork and Collaboration
  • Customer Service
  • Insurance Claim Forms Review
  • New Policies Processing
  • Data Entry
  • Decision-Making
  • Claims adjustment
  • Time management abilities
  • Patient contact

Timeline

Insurance Customer Service Representative

Teleperformance USA- United Healthcare
08.2024 - Current

Patient Care Technician

Piedmont Augusta Hospital Family Care
02.2024 - 06.2024

Certified Nursing Assistant

C.M. Tucker Nursing Home (SC Dep. of Mental He)
01.2024 - 02.2024

Third Party Retriever

Change Healthcare
11.2021 - 12.2023

Customer Service Representative

Anomaly Squared
04.2019 - 11.2021

Store Helper

Salvation Army Family Store
05.2016 - 07.2019

Cashier

Dollar Tree
03.2016 - 08.2016

Retail Sales Associate/Lead Key Holder

Payless ShoeSource
05.2014 - 01.2016

Associate of Science - Criminal Justice

Piedmont Technical College

Patient Care Technician Certificate - Patient Care

Piedmont Technical College

High School Diploma -

Aiken High School

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Charquaisha Hill