Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cherise Washington

Mortgage/Customer Service
Dallas,TX

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Patient Services Coordinator

Livongo Health
DALLAS, Texas
07.2018 - 01.2023
  • Provided patient with after-visit summary.
  • Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
  • Respected patients by recognizing rights and maintaining confidentiality.
  • Investigated, triaged and resolved patient issues to encourage positive experience during patient visit.
  • Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
  • Answered over 8-10 telephone calls hour to handle rescheduled, missed and reassigned visit requests.
  • Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
  • Conducted personal interviews to obtain required financial information.
  • Verified patient's insurance eligibility and benefits coverage.

Incident Management Customer Service Agent

FEMA
Denton, TX
11.2017 - 04.2018
  • Communicated with clients regarding account services, statements, and balances.
  • Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adapted to new applications and maintained knowledge of current technologies.
  • Addressed customer account discrepancies and concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Tracked customer service cases and updated service software with customer information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Updated account information to maintain customer records.

Claims Processor/Specialist Representative

Fannie Mae Mortgage
DALLAS, Texas
09.2014 - 03.2017
  • Evaluated accuracy and quality of data entered into agency management system.
  • Collaborated with claims department and industry anti-fraud organizations to resolve claims.
  • Managed workload and priorities to meet claims processing meet deadlines.
  • Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
  • Developed and implemented quality assurance processes to check accuracy of claims processing.
  • Reviewed applications and supporting documents to verify claims eligibility and accuracy.
  • Tracked and reported on claims processing metrics to aid senior management in making informed decisions.
  • Monitored claims processing trends to identify potential areas of improvement.
  • Verified client information by analyzing existing evidence on file.
  • Collected premiums and issued accurate receipts.
  • Coordinated with contracting department to resolve payer issues.

Education

Bachelor of Science - Sociology

Illinois State University
Normal, IL
05.1988 - 05.1988

Skills

Insurance verifying

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Certification

FEMA: Privacy at DHS: Protecting Personal Information

Timeline

Patient Services Coordinator

Livongo Health
07.2018 - 01.2023

Incident Management Customer Service Agent

FEMA
11.2017 - 04.2018

Claims Processor/Specialist Representative

Fannie Mae Mortgage
09.2014 - 03.2017

Bachelor of Science - Sociology

Illinois State University
05.1988 - 05.1988
Cherise WashingtonMortgage/Customer Service