Chiquita Echols

Proactively resolving members' and providers' questions and concerns using computer-based resources to find answers. I guide members and providers with healthcare needs by explaining benefits, solving claim concerns, and helping members find a doctor

Assisted in following up on unresolved claims and denials. Supported preparation and submission of claims.

Familiarity with dental terminology and medical records management is essential.

Strong knowledge of dental insurance plans and coding (CDT) is crucial for effective claims processing.

Submit dental insurance claims accurately and efficiently, ensuring compliance with insurance requirements

● Provided exceptional support to clients, serving as the primary point of contact for inquiries and issue resolution.

● Built and maintained strong relationship with clients by understanding their needs, addressing concerns, and ensuring overall satisfaction with TSYS services.

● Assisted clients with technical issues, including troubleshooting and integration support to ensure smooth operation of TSYS products and services.

● Collaborated with internal teams to coordinate client’s new services and resolution of complex issues.

● Proactively identified opportunities to streamline processes, improved efficiency, and enhanced the client experience which contributed to the ongoing success and growth of TSYS’ client base.

● Conducted training sessions and provided educational materials on TSYS products, services, and best practices specifically related to Fraud.

● Oversaw a team of Customer Service Representatives, provided guidance, support and mentorship to ensure exceptional service delivery and performance.

● Monitored and evaluated customer interactions, including phone calls, emails, and chats, to ensure adherence to company standards, policies, and procedures.

● Handled escalated customer inquiries and complaints, utilizing advanced problem-solving skills and product knowledge to resolve issues promptly and effectively.

Tracked team performance metrics, such as call volume, response times, and customer satisfaction scores, and implemented strategies to improve efficiency and productivity

● Ensured compliance with relevant regulations and industry standards, such as data privacy laws and payment card industry (PCI) requirements, to protect customer information and maintain trust and credibility.

Key Accomplishments: Interim Supervisor over the Call Center for six (6) weeks which provided me with hands on supervisory experience, i.e., managing people as well as issue resolutions