Summary
Overview
Work History
Education
Skills
References
Timeline
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Denise Brown-Johnson

Branchville,SC

Summary

Dynamic Remote Customer Service Representative with a proven track record of excelling in resolving billing discrepancies, and enhancing customer satisfaction.

Skilled in professional communication and problem-solving, I effectively collaborated with insurance providers to ensure compliance, deliver tailored solutions, and consistently exceeded service expectations.

Dedicated Customer Service Specialist providing skills to prioritize and multitask in a fast-paced working environment. Known for successfully handling escalated customer support issues.

Overview

26
26
years of professional experience

Work History

Remote Customer Service Representative

NexRep
06.2022 - 05.2024
  • Resolve complex billing discrepancies, address insurance-related inquiries, and provide tailored solutions to ensure high levels of customer satisfaction, and seamless resolution of account issues.
  • Demonstrated strong communication skills, and the ability to handle customer inquiries and issues with patience and professionalism.
  • Monitors, reviews, and provides analysis of all assigned work queues, dashboards, and watch lists, payer communications, and analysis, identifying trends, and working with other departments to resolve system issues.
  • Demonstrates superior communication skills necessary relationships with team members, revenue cycle departments, clinical and corporate departments, payers, and industry organizations.
  • Maintained detailed records of customer interactions and transactions, tracking issues and resolutions in a timely manner to enhance service efficiency.
  • Communicate professionally and clearly in both verbal and written formats, ensuring that patients fully understand their healthcare options, financial responsibilities, and next steps.
  • Utilized strong problem-solving skills to address and resolve customer issues, ensuring satisfaction, and maintaining high service standards.
  • Conduct thorough account research, escalate time-sensitive concerns to appropriate departments, and demonstrate sound decision-making skills to prioritize and address patient needs efficiently.
  • Collaborate with insurance providers to resolve account inquiries, maintain accurate documentation of billing activities, and ensure strict adherence to compliance and regulatory requirements.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered incoming calls and emails, providing frontline customer support, or assistance with product and service transactions.
  • Answered customer inquiries via phone, email, and chat.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Maintained detailed records of customer interactions, transactions, and comments for future reference.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Monitors, researches, and/or resolves high-dollar, high-profile, and problem accounts, providing necessary information to various internal revenue cycle departments, clinical and corporate departments, and patients for the resolution of account inquiries.

Remote Customer Service Representative

AVIS
01.1998 - 10.2021
  • Managed inbound calls in a fast-paced call center, providing information and booking services for car rentals.
  • Demonstrated strong communication skills, and the ability to handle customer inquiries and issues with patience and professionalism.
  • Utilized strong problem-solving skills to address and resolve customer issues, ensuring satisfaction, and maintaining high service standards.
  • Maintained detailed records of customer interactions and transactions, tracking issues and resolutions in a timely manner to enhance service efficiency.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Completed day-to-day duties accurately and efficiently.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Maintained updated knowledge through continuing education and advanced training.

Education

Master of Science - Elementary Counselor Education

South Carolina State University
Orangeburg, SC
05-2003

Master of Science - Elementary Education

South Carolina State University
Orangeburg, SC
12-2001

Bachelor of Science - Elementary Education

South Carolina State University
Orangeburg, SC
05-1998

Skills

  • Customer Service
  • Remote Work Proficiency
  • Billing Discrepancies
  • Insurance Inquiries
  • Feedback monitoring
  • Billing resolution
  • Customer support
  • Record keeping
  • Problem solving
  • Professional Communication
  • Account Research
  • Department Collaboration
  • Compliance Adherence
  • Talent Acquisition
  • Sourcing Methods
  • Interview Coordination
  • Workforce Planning
  • Payment Processing
  • Vehicle Records
  • Telephone Operations
  • Face-to-Face Assistance
  • Document Handling
  • Data Interpretation
  • Multitasking Abilities
  • Technical Proficiency
  • Digital Tools
  • Effective Communication
  • Recruitment
  • Organizational Skills
  • Customer engagement

References

Available upon request.

Timeline

Remote Customer Service Representative

NexRep
06.2022 - 05.2024

Remote Customer Service Representative

AVIS
01.1998 - 10.2021

Master of Science - Elementary Counselor Education

South Carolina State University

Master of Science - Elementary Education

South Carolina State University

Bachelor of Science - Elementary Education

South Carolina State University

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Denise Brown-Johnson