Destiny Humphries
Fresno,TX
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Skilled in remote support and customer service, I excel in technical troubleshooting and insurance verification, notably with Kelly Connect. My expertise includes using CRM systems like Salesforce and navigating insurance policies, ensuring compliance and accuracy. I'm recognized for multitasking, organization, and enhancing customer satisfaction, with a proven track record of resolving complex issues efficiently.
Overview
7
7
years of professional experience
Work History
Technical Customer Support Representative
Kelly Connect
02.2023 - Current
- Provide technical assistance to customers via phone, email, and chat, resolving issues related to all Apple products.
- Troubleshoot and diagnose technical and billing problems, escalating unresolved issues to senior engineers or specialists when necessary.
- Guide customers through step-by-step solutions, ensuring they understand the troubleshooting process.
- Document and maintain records of customer interactions and technical issues, updating knowledge base articles to reflect common problems and solutions.
- Managed high levels of call flow and responded to technical support needs.
- Used CRM systems (Salesforce)
Insurance Verification Specialist
Acaria Health Specialty Pharmacy
08.2020 - 02.2023
- Verified insurance eligibility and benefits for patients, including checking claim status and obtaining authorizations for procedures.
- Processed insurance verification requests via email, and online portals for multiple insurance carriers.
- Assisted with claim denials by investigating and resolving issues, ensuring claims were resubmitted in compliance with insurance guidelines.
- Coordinated with the billing department to ensure accurate billing information and resolve outstanding claims or payment issues.
- Provided excellent customer service by explaining insurance coverage, patient responsibilities, and payment options to patients and healthcare staff.
- Kept up-to-date with insurance policies, coverage changes, and regulations to ensure compliance and accuracy in all verification activities.
Patient Access Representative
Next Level Urgent Care
04.2018 - 08.2020
- Conducted insurance verification and communicated coverage details to patients, ensuring clarity regarding insurance benefits and out-of-pocket expenses.
- Verified patient insurance eligibility and entered patient information into system.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Facilitated communication between patients and various departments and staff.
- Provided excellent customer service to patients and medical staff.
Education
Associate of Applied Science - Surgical Technology
The College of Health Care Professions
TX06-2026
Associate of Applied Science - Medical Administrative Assistant
Penn Foster Career School
Scranton, PA01-2015
Skills
- Remote support
- Service support
- Microsoft outlook
- Customer service expert
- Technical support
- Insurance benefits verification
- Insurance terminology
- Multitasking and organization
- Insurance billing
- Records maintenance
- EMR
Timeline
Technical Customer Support Representative
Kelly Connect
02.2023 - Current
Insurance Verification Specialist
Acaria Health Specialty Pharmacy
08.2020 - 02.2023
Patient Access Representative
Next Level Urgent Care
04.2018 - 08.2020
Associate of Applied Science - Surgical Technology
The College of Health Care Professions
Associate of Applied Science - Medical Administrative Assistant
Penn Foster Career School
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