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
Payment collection
Appointment Scheduling
Problem-Solving
Analytical and Critical Thinking
Excellent Communication
Multitasking Abilities
Claims/Title Review
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