Denver Powell
Summary
Accomplished in enhancing customer experiences and streamlining operations, I leveraged my expertise in Medicare knowledge and exceptional customer service at Concentrix to achieve a 100% satisfaction rating. Skilled in CRM systems and HIPAA compliance, I excel in environments requiring attention to detail and adept problem-solving.
Overview
16
16
years of professional experience
Work History
Customer Service, Senior Market Advisor
Concentrix
12.2024 - Current
- Manage high-volume inbound calls, resolving customer inquiries on insurance benefits and eligibility, claim status, and billing inquiries while adhering to HIPAA privacy regulations.
- Assist clients with navigating online platforms to access benefits, manage claims and EOB's, and resolve billing issues.
- Process customer request, returns, and cancellation while ensuring accuracy and compliance with company policies.
- Assist members with understanding and appealing denied claims by providing clear, accurate explanations of plan coverage and benefits, required documentation and timeframes.
- Act as a liaison between Medicare beneficiaries and healthcare providers, facilitating the resolution of claims discrepancies and ensuring accurate billing.
- Achieved a 100% customer satisfaction rating based on post-interaction surveys.
- Coach and mentor new team members on medical policies and best customer service practices.
Front Desk Receptionist
Billeting at Inns of the Corps
01.2017 - 03.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Completed data entry and filing to keep records updated for easy retrieval.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Legal Assistant
The Law Offices of Daniel C. Consuegra
01.2009 - 01.2012
- Assisted attorneys on foreclosure and mediation cases by preparing affidavits, notice of filing, and managing mediation recordings ensuring accuracy with state and federal compliance.
- Managed accounts and client records, observing confidentiality, and extreme discretion.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Researched statutes, decisions, legal articles, and codes.
- Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
- Identified and corrected inconsistencies in filing systems for increased accuracy.
Education
Cardiovascular Technician
Coastal Carolina Community College
Jacksonville, NC06-2023
Skills
- Medicare Knowledge: Proficient in explaining Medicare Parts A, B, C, and D, enrollment processes and eligibility requirement
- Customer Service: Excellent communication skills with a focus on empathy, patience, and problem solving
- CRM System: Experience with Salesforce
- Phone Etiquette: Strong phone communication skills with the ability to manage high call volume
- Attention to Detail: high level of accuracy in documentation and data entry
- Time Management: Ability to prioritize tasks and manage multiple customer inquires simultaneously
- HIPAA Compliance: understanding of healthcare privacy regulations and confidentiality standards
- Microsoft: Advance knowledge of various MS application, to include but not limited to, Word, Excel, Outlook, PowerPoint and Teams
Timeline
Customer Service, Senior Market Advisor
Concentrix
12.2024 - Current
Front Desk Receptionist
Billeting at Inns of the Corps
01.2017 - 03.2019
Legal Assistant
The Law Offices of Daniel C. Consuegra
01.2009 - 01.2012
Cardiovascular Technician
Coastal Carolina Community College
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