Desirae Skerratt
Tacoma,WA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron exceptions. Calm and composed in stressful situations with a successful record of reducing customer dissatisfaction through acknowledgment decisive communication and focused solutions. Expert at finding the win-win solutions while being passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
20
20
years of professional experience
Work History
Dental Insurance Coordinator / Administrator
PNWOMS Oral Surgeons
01.2023 - 01.2023
- Scanned and Processed Claims/EOB/Pre-Authorizations
- Verified In & Out of Network Dental/Oral Surgery Benefits Daily
- Worked closely with the billing department for Pre-authorizations & Refunds
- Re-Verified Insurance Benefits
- Called Insurance Companies daily for full break downs & fax backs
- Strong computer & data entry skills
- Fast alphanumeric and 10 key typing speeds
- Provided outstanding Patient Care
- Answered Patient Calls / Questions / Concerns
- Followed up on claims, pre-authorizations, patient concerns, surgeons requests
- Compiled daily estimates for surgeons & surgery teams based on Patient benefits
- Answered multi line phones
- Checked Patients in/out
- Scheduled Patients
- Gathered Patient Demographics/Insurance information
- Great time management
- Team player
- Complex Data Entry
- Handled account payments and provided information regarding outstanding balances.
- Used data entry skills to accurately document and input statements
Upper Level Specialty Claims Adjuster
GEICO
07.2021 - 06.2023
- Examined claims forms and other records to determine insurance coverage
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability
- Prepared summaries of damage, payments, and policy coverage
- Researched and analyzed policy contracts to verify proper payment of claims
- Managed over 100 + customer calls per day
- Evaluated and analyzed damages to determine coverage
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information
- Established relationships with clients and insurance companies to foster timely claims resolution
- Answered customer questions regarding deductibles
- Ordered Police Reports and Private Investigator information to complete files
- Prepared documents for managers or legal personnel
- Verified accuracy of claim records to maintain accuracy of records database
- Handled calls from customers and other policyholders or claimants about claim processes
- Worked with private investigators and attorneys on preparation of evidence, witness statements and other documentation in preparation for trial
- Negotiated recorded interview settlements to resolve disputes
- Followed up on potentially fraudulent claims initiated by claims representatives
- Maintained claims data in multiple systems
- Ran Accurint / ISO and IVIPS checks
- Identified suspicious losses and contacted manager for investigative assistance
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims
- Evaluated original investigation reports and documents to resolve secondary concerns
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims
- Complex Data Entry
- Researched required information using appropriate solutions and resources
- Exceeded Personal and Team Goal/Quota
- Worked closely with Veterans Affairs Outreach Team
- Helped with fundraising for Veterans
- Assisted in Community projects for Veterans to assisting in Helping find meals / Veterans Mental Health
- Awareness / Veterans Housing Needs
Team Lead
Tacoma Pierce County
11.2019 - 07.2021
- Research & Documentation Covid-19, Complex Data Entry
- Hit monthly performance goals
- Run IVIP & Accurint searches when needed to gather needed required info
- Research & Documentation Covid-19 Specialist
- Gathered & organized information for research purposes
- Performed research into study topics to increase knowledge & to provide valuable contributions
- Wrote reports, reviews, & summaries regarding Covid-19 test results increases/decreases
- Collaborated with leadership team to identify relevant questions & determine best methods of collection
- Developed data collection strategies and monitored data quality for optimal research results
- Analyzed and interpreted patterns and trends
- Synthesized data and wrote detailed reports to present research findings to upper
- Worked directly with the ERG for Veterans & Homeless
- Worked closely with Leadership to complete Monthly outreach with Communities most effected by
- Covid-19 (Homeless, African Americans, Spanish, Pacific Islander, Veterans) in Pierce County
- Outreach programs for Homeless & Veterans
- Compiled Monthly & Quarterly Spreadsheets/Flow Charts of Positive Results for the African American
- Pacific Islander, Spanish, Homeless & Veteran Communities of Pierce County
- Outreach to Communities on Covid-19 Prevention & Mask/Sanitizer/Glove Donation
CSR
Medical/Dental, Regence BlueShield of Washington
08.2017 - 05.2020
- Provider Resolution
- Insurance Verification (medical & dental)
- Full break down of Insurance plans (medical & dental)
- Complex Data Entry (multiple systems at same time)
- Word / Excel / Facets / BCBS / Availity / SDS / CPT Coding / ICD-9 & 10
- Pre-Authorizations (medical & dental)
- Updated account information to maintain customer records
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Exhibited high energy and professionalism when dealing with clients and staff
- Investigated and resolved customer inquiries and complaints quickly
- Educated customers about billing, payment processing and support policies and procedures
- Managed timely and effectively
- Maintained up-to-date knowledge of product and service changes
- Researched required information using appropriate solutions and resources
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Collections Specialist
TSI
12.2015 - 07.2017
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Researched accounts and completed due diligence to resolve collection problems.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties
- Notified customers of delinquent accounts with attempt to collect outstanding amounts
- Data Entry
- Completed skip traces on customers failing to respond to collection efforts
- Recorded and updated customer personal accounts with accurate contact information
- Obtained demographic information needed for debts
- Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions
- Trained new team members on scripts, company services, and collection strategies.
- Entered client details and notes into system for interdepartmental access and review.
CSR / Team Lead / CSR Supervisor
Xerox
01.2012 - 10.2015
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided customer service support to customers over phone and email
- Identified customer needs and provided appropriate solutions
- Researched required information using appropriate solutions
- Maintained accurate records of customers interactions and transactions
- Trained new CSR on company policies and procedures
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
Education
High School Diploma -
New Haven
Spanish Fork, UT06.2002
Skills
- Active Listening
- Account Management
- Microsoft Word
- Customer Service / Consulting
- Critical Thinking
- Managing Multiple Tasks
- Problem-Solving Ability
- Conflict Resolution
- Call Center Operations
- Documentation
- Inbound/Outbound Calling
- Data Collection
- Interpersonal Skills
- Critical Thinking
- Typing Proficiency
- Deadline Adherence
Timeline
Dental Insurance Coordinator / Administrator
PNWOMS Oral Surgeons
01.2023 - 01.2023
Upper Level Specialty Claims Adjuster
GEICO
07.2021 - 06.2023
Team Lead
Tacoma Pierce County
11.2019 - 07.2021
CSR
Medical/Dental, Regence BlueShield of Washington
08.2017 - 05.2020
Collections Specialist
TSI
12.2015 - 07.2017
CSR / Team Lead / CSR Supervisor
Xerox
01.2012 - 10.2015
High School Diploma -
New Haven