Deion Simmons
Ruskin,FL
Summary
Offline Customer Support II professional with experience handling customer inquiries through non‑real‑time channels such as email, ticketing systems, and internal case queues. Skilled in researching account issues, processing service requests, and documenting resolutions with accuracy and clarity. Adept at analyzing customer data, coordinating with cross‑functional teams, and resolving complex billing, service, or technical concerns without live interaction
Overview
12
12
years of professional experience
Work History
Offline Customer Support II
Spectrum
Riverview, FL
10.2024 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Review, triage, and respond to customer inquiries submitted through offline channels (email, support tickets, mail, escalation queues).
- Process service requests such as plan changes, billing adjustments, outage follow‑ups, and equipment orders.
- Document all actions taken in Spectrum’s internal systems with clear, accurate notes.
- Assisted customers with product inquiries, technical support and other customer service related issues.
- Investigated complex cases that require additional research or escalation to higher level support staff members.
- Handle advanced offline customer cases requiring detailed investigation, cross‑department collaboration, or specialized knowledge.
- Analyze customer accounts, service history, and technical data to identify root causes and determine appropriate solutions.
- Process complex service requests such as account adjustments, credits, service reinstatements, fraud reviews, and policy‑sensitive changes.
- Utilized claims management software to track claim status and document relevant details.
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
Network Access Center Specialist
AdventHealth
Tampa, FL
07.2021 - 10.2024
- Processed incoming referral requests for medical services and submitted them to the appropriate insurance companies for authorization.
- Managed high-volume referral requests by prioritizing tasks and maintaining organized records.
- Reduced wait times for specialist appointments by diligently following up on pending referrals.
- Managed electronic health records efficiently, safeguarding sensitive patient information while expediting the referral process.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Established strong relationships with external providers, facilitating seamless communication and collaboration in patient care.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
- Resolved conflicts in scheduling or resource allocation quickly and professionally, minimizing disruptions to daily operations.
- Facilitated smooth communication between patients and healthcare providers, addressing inquiries or concerns related to appointments.
Patient Access Representative II
Tampa General Hospital
Tampa, FL
05.2018 - 07.2021
- Complete accurate patient registrations for inpatient, outpatient, and emergency services, including demographic entry, insurance capture, and consent documentation.
- Perform advanced insurance verification and authorization checks for complex procedures, specialty services, and high‑cost encounters.
- Review and interpret insurance benefits, coverage limitations, and referral requirements to ensure financial clearance.
- Communicate with patients regarding coverage, financial responsibility, and required documentation in a clear and compassionate manner.
- Coordinate with clinical departments, scheduling teams, and financial counselors to resolve registration or authorization issues.
- Process and update patient records in TGH’s electronic health record (Epic or equivalent) with high accuracy.
- Meet performance metrics including accuracy, productivity, quality audits, and patient.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Fresh Produce Associate
Walmart
Tampa, FL
05.2014 - 05.2018
- Rotated perishable foods effectively, reducing waste and ensuring product freshness.
- Unloaded produce trucks and broke down produce pallets to organize produce within refrigerator and dry storage areas.
- Monitored inventory levels, restocked shelves, and organized displays for maximum visibility and accessibility.
- Maintained a clean and organized produce section by promptly removing damaged or expired items, sanitizing surfaces, and restocking shelves.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Ensured compliance with food safety regulations by adhering to proper handling, storage, and temperature guidelines for all produce items.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Scanned shelves and product cases for expired stock and outdated items.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Education
High School Diploma -
Seminole Heights Charter High School
Tampa, FL05.2017
Skills
- Critical thinking
- HIPAA regulations
- Attentiveness
- Healthcare analytics
- Strong organization
- Patient confidentiality
- Appointment scheduling
- Claims investigation
- Time management
- Documentation review
- Claims processing
- Microsoft Word
- Problem-solving
- Administrative support
- Customer support
- Complaint resolution
- Technical support
- Resolving issues
- Active listening
- Highly motivated
- Decision-making
- Advanced computer skills
- Innovation and creativity
- Excel
Timeline
Offline Customer Support II
Spectrum
10.2024 - Current
Network Access Center Specialist
AdventHealth
07.2021 - 10.2024
Patient Access Representative II
Tampa General Hospital
05.2018 - 07.2021
Fresh Produce Associate
Walmart
05.2014 - 05.2018
High School Diploma -
Seminole Heights Charter High School