DESIREE' BROWN
Pineville,NC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
BENEFIT VERIFICATION SPECIALIST
Cencora
03.2020 - Current
- Reviews all patient insurance information needed to complete the benefit verification process
- Triages cases with missing information to appropriate program associate
- Verifies patient specific benefits and documents specifics for various payer plans including patient coverage, cost share, and access/provider options
- Documents and initiates prior authorization process
- Performs related duties and special projects as assigned
- Applies company policies and procedures to resolve a variety of issues
- Managed high-volume caseloads while maintaining strict deadlines for completing benefit verifications and authorizations.
- Contributed to departmental goals by consistently meeting or exceeding performance metrics related to benefit verification accuracy and turnaround time.
TECHNICAL SUPPORT
Teleperformance
01.2018 - 03.2020
- Provided troubleshooting and technical assistance to customers over the phone and email
- Resolved customer inquiries and issues in a timely and professional manner
- Managed high volume of customer inquiries with professionalism and efficiency
- Demonstrated strong interpersonal skills in building rapport with diverse clientele
- Resolved customer complaints promptly to ensure satisfaction and retention
- Utilized active listening to understand customer needs and provide effective solutions.
APPLE SUPPORT ADVISOR
Conduent
01.2016 - 01.2019
- Troubleshoot Apple products, provide technical support via phone and chat
- Resolve customer inquiries and issues, create positive customer interactions, ensure satisfaction
- Utilize Apple tools and resources to provide efficient solutions for customers
- Demonstrated strong communication skills and attention to detail in a fast-paced environment
- Resolved complex issues through troubleshooting and remote support techniques
- Demonstrated strong communication skills, empathy, and patience in every customer interaction
- Maintained high customer satisfaction ratings through effective problem-solving and attention to detail.
Customer Service Representative
Xerox (Amerihealth NJ)
01.2013 - 03.2016
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Maintained strict confidentiality while handling sensitive personal data complying with HIPAA regulations.
- Managed high call volume while maintaining exceptional customer service standards, leading to positive feedback from clients.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Developed relationships with providers and networks to achieve favorable client coverage.
- Educated clients on insurance policies and procedures.
- Collected premiums on or before effective date of coverage.
Education
Bachelor of Science - Software Engineering
Western Governors University
Salt Lake City, UT12.2026
Skills
- Insurance knowledge
- Data entry
- Attention to detail
- Customer service
- Communication
- Medical terminology
- Problem solving
- Time management
- Multitasking
- Computer skills
- Customer follow-up
- HIPAA Compliance
- Billing Inquiries
- Insurance Coverage Verification
- Issue Troubleshooting
- Complaint resolution
- Mac systems
- Remote Technical Support
Timeline
BENEFIT VERIFICATION SPECIALIST
Cencora
03.2020 - Current
TECHNICAL SUPPORT
Teleperformance
01.2018 - 03.2020
APPLE SUPPORT ADVISOR
Conduent
01.2016 - 01.2019
Customer Service Representative
Xerox (Amerihealth NJ)
01.2013 - 03.2016
Bachelor of Science - Software Engineering
Western Governors University