DAIJA S WILKINS
Raleigh,NC
Summary
A strong contributor always achieving high customer satisfaction for companies. Effective multitasker able to balance workload independently and as a team player with minimal supervision.
Overview
6
6
years of professional experience
Work History
Support Coordinator
Mercalis
09.2023 - 03.2025
- Inbound Calls regarding patient accounts (SalesForce System)
- Access all systems using multi-screen
- Input data into Microsoft Excel
- Provide customer service to patients verifying PHI, Insurance information
- Outbound Call to Doctor’s offices and medical staff
- Assessed additional needs Based on training progress collaborated with Management to meet requirements
- Follow guidelines for prioritization, timely filing deadlines, and notation protocols within appropriate systems (Epic, Cerner, Artiva, and collections management)
Intake Specialist
Blue Cross Blue Shield
09.2021 - 08.2023
- Handles all claim and non-claim documents with a commitment of quality and timeliness
- Prepared and processed incoming mail for further handling and manages basic data entry processes
- Prepared documents by departmental processes to allow for coordination of benefits review customer Accounts inquiring about balances and payment arrangements
- Place Outbound follow up calls to patients for escalations
- Receive Inbound Calls regarding patient accounts
- Access all systems using multi-screen
- Document calls according to Guidelines and Quality assurance
- Prepared claims and made informed decisions for priority claim processing to report daily information for data tracking
Team Lead
Conduent
06.2019 - 09.2021
- Evaluated agent phone interactions with customers to identify best practices and areas in need of improvement
- Conducted case audits to ensure proper logging and handling of customer interactions. Was responsible for 75-100 agents and performed a total of 10 monitors for every 3-week quarter
- Facilitated and participated in biweekly calibration sessions as required by the client, the operations department, and quality management
- Process One-time payments thru E-billing
- Review customer Accounts inquiring about balances and payment arrangements
- Place Outbound follow up calls to patients for escalations
- Receive Inbound Calls regarding patient accounts
- Access all systems using multi-screen
- Document calls according to Guidelines and Quality assurance
Education
High School Diploma - High School Curriculum
William G Enloe
06.2017
Skills
- Dialysis Equipment Operation and Maintenance
- Results Oriented
- Microsoft Office, Excel and PowerPoint
- Leadership Skills
- Patient Care
- EMR Systems
- Self-Managing Metric Programs
- Communication Skills
- Medical Office and Billing
- Problem Solving Skills
- Medical Terminology
- Medical Records and Insurance
Timeline
Support Coordinator
Mercalis
09.2023 - 03.2025
Intake Specialist
Blue Cross Blue Shield
09.2021 - 08.2023
Team Lead
Conduent
06.2019 - 09.2021
High School Diploma - High School Curriculum
William G Enloe
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