Hi, I’m
Damenya Howard
Summary
I am a highly-motivated Customer Service Specialist with over 19 years of experience in a fast-paced, team-based environment ranging from call centers to office settings; I have a strong, proven track record, and I am looking forward to bringing my skills and abilities to the team. I am seeking an opportunity to display my talent, ambition, and commitment to your company. Authorized to work in the US for any employer
Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
17
years of professional experience
Work History
Humana-Remote
Care Management Support Assistant 2
05.2022 - 10.2022
Job overview
- Provides non-clinical support to the Health Risk Assessment and evaluation of members' needs and requirements to achieve and/or maintain optimal wellness state by guiding members/families toward and facilitate interaction with resources appropriate for the care and well-being of members
- The Care Management Support Assistant 2 performs varied activities and moderately complex administrative/operational/customer support assignments
- The Care Management Support Assistant role's primary responsibility is to complete a Health Risk Assessment with our Humana members via an outbound call process
- Connecting members with other departments to address unmet needs that are covered, such as CenterWell Mail Order Pharmacy and Customer Service
Missouri Delta Medical Center-Sikeston, MO
Patient Accounts Representative
09.2020 - 04.2022
Job overview
- Maintaining patient records, which includes detailing patient treatments and diagnoses, as well as updating payment and medical insurance information
- Processing patient payments and refunds
- Identifying medical coding mistakes, typing errors, as well as patient underpayments or overpayments and rectifying them accordingly
- Creating suitable payment plans for patients based on their monthly income and financial obligations
- Communicating with medical insurance providers to verify whether patient treatments will be covered
- Answering patients' questions regarding unsettled medical bills, reimbursements, and billing discrepancies
- Contacting patients through email, written correspondence, or telephone to inform them of overdue balances
HireLevel Powered by ExtraHelp-Carbondale, IL
Customer Service Representative
10.2019 - 08.2020
Job overview
- Respond to telephone or written correspondence inquiries from members and/or providers within established time frames utilizing current reference materials and available resources
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
- Provide assistance to members and/or providers regarding website registration and navigation
- Make outbound calls to assist Individuals with healthcare benefits and to perform health care assessments
- Update their system and re-connect with members and perform Health Risk Screenings, quick non-medical assessments, and other required functions/services
- Schedule annual care visits, transportation, provider visits, etc. for members
Lynx Services-Paducah, KY
CSR/Field Services Representative
01.2006 - 09.2017
Job overview
- Politely assisted customers via telephone
- Communicated with vendors regarding back-order availability, future inventory and special orders
- Direct calls to appropriate individuals and departments
- Handle requests for authorizations from glass retailers rendering services on behalf of all insurance/ fleet customers and obtaining subsequent approval, where appropriate
- Resolve warranty issues for insurance companies' policyholders
- Render dispatching skills for various insurance companies
- Compose internal and external correspondence, memos, documents, reports, and manage office mail and answer phones
- Lead, assist, or facilitate special projects, as assigned
- Ability to communicate telephonically
- Excellent knowledge of telephone and computer systems which includes accurate and efficient keyboarding (data entry and typing skills)
- Consistently strive to minimize the handle time of inbound calls while maintaining quality and full conformance with defined process requirements and business rules
- Plan and organize work to maximize productivity in all customer service activities
- Consistently handle customer contacts in full conformance with defined process requirements, quality standards, and business rules
- Active listening skills with a strong attention to detail
- Respond to constructive feedback in a positive and professional manner
- Ability to meet and exceed department goals and guidelines
- Willingness to cross-train in other platforms
- Consistently meet and exceed individual performance goals
- Take appropriate actions to address all noted areas for improvement, and be determined to satisfy customer needs
- Active listening skills giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Service oriented - actively looking for ways to help people
Education
Southern Illinois University-EdwardsvilleEdwardsville, IL
None from Political Science
05.2000
Skills
- Microsoft Excel
- Clerical Experience
- Accounts receivable
- Typing
- Microsoft Word
- CRM Software
- Data entry
- Medical Office Experience
- Computer literacy
- Organizational skills
- Insurance verification
- Research
- ADP
- Oracle
- Medical Records
- HCPCS
- ICD-10
- Customer Support
- Time management
- Call Center
- Medical billing
- Cold calling
- Payroll Tax
- Office experience
- Communication skills
- Customer Service
- Microsoft Office
- Computer skills
- ICD-9
- Customer Care
- Google Workspace
- Phone Etiquette
- Medical terminology
- Meal preparation
- Analysis skills
- Customer relationship management
- HIPAA
- CPT Coding
- Care plans
- Microsoft Outlook
- Calendar management
- Travel arrangements
- File management
- Expense tracking
- Scheduling
- Document retrieval
- Account investigation
- Filing and data archiving
- Appointment scheduling
- Appointment coordination
- Data retrieval systems
- Professional correspondence
- Customer and client relations
- Office equipment operation
- Communication proficiency
- Editing and proofreading
- Administrative procedures
- Records management systems
- Multitasking Abilities
- Written communication
- Document and file management
- Attention to detail
- AR/AP
- Records management
- Effective communication
- Multitasking
- Billing and coding
- Microsoft office
- Database entry
Timeline
Care Management Support Assistant 2
Humana-Remote
05.2022 - 10.2022
Patient Accounts Representative
Missouri Delta Medical Center-Sikeston, MO
09.2020 - 04.2022
Customer Service Representative
HireLevel Powered by ExtraHelp-Carbondale, IL
10.2019 - 08.2020
CSR/Field Services Representative
Lynx Services-Paducah, KY
01.2006 - 09.2017
Southern Illinois University-Edwardsville
None from Political Science
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