Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Drashiikwa Gonthina

Houston,TX

Summary

I have expert skills with claim tracking. I am proficient with Medicare rules and regulations. Dedicated support professional with extensive experience addressing client needs and resolving inquiries promptly and effectively. Proficient in managing client interactions, troubleshooting issues, and ensuring customer satisfaction. Skilled in utilizing various software tools and systems to streamline support processes. . Demonstrative client support specialist known for successfully handling tasks in high-volume setting. Promoting fantastic skills. Great attention to detail and commitment to best-in-class customer service. Well-versed in client support with skills honed in previous roles as Client Support Specialist. Demonstrated ability to manage complex queries, troubleshoot technical issues and cultivate strong client relationships. Strengths include customer service, problem-solving, and communication. Previous work has led to improved client satisfaction rates and streamlined support processes.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Bookkeeping /Tax Expert

Intuit
St Louis
01.2020 - Current
  • Maintaining Customer accounts for small business revenue, processing payroll issues with bookkeeping products
  • Exam clients tax returns for audit reviews.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Maintained updated knowledge through continuing education and advanced training.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Collaborated with others to discuss new opportunities.
  • Recognized by management for providing exceptional customer service.
  • Delivered products to customer locations on time.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.

Client Service Representative

Oak Street Health
Houston
01.2022 - 05.2023
  • Verifying patient health coverage determines patient eligibility status.
  • Use In contact to receive inbound calls, complete outbound calls to patients, and verify upcoming appointments.
  • Expertise with Canopy for scheduling and sending care records, refill prescriptions, and checking referral status.
  • Use X-medius fax to send referrals via fax.
  • IEX, nice to check schedule.
  • Accessed One source for patient inquiring.
  • Provided customer service support to clients in a timely and efficient manner.
  • Resolved customer inquiries and complaints via phone, email, or other communication channels.
  • Maintained customer records in the database system.
  • Managed client accounts by providing accurate data entry services.
  • Developed strong relationships with customers through friendly interactions and problem-solving abilities.
  • Performed administrative tasks such as filing documents and responding to emails.
  • Monitored call center performance metrics such as average speed of answer and first call resolution.
  • Verified accuracy of data entered into company systems.
  • Escalated complex customer inquiries to supervisors when necessary.
  • Adhered to all applicable laws and regulations while performing job duties.

Client Support Specialist

Healthhelp
Houston, TX
08.2019 - 12.2021
  • I resolved customer inquiries in a timely manner, exceeding service-level agreements. I used RadConsult to provide ordering and rendering providers with instant access to prior authorization requests for specialty procedures. I also accessed Availity to verify coverage for patients.
  • Maintained customer accounts and updated account information as needed.
  • Performed data entry tasks for client records management.
  • Documented all customer interactions in the company's database system.
  • Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.
  • Assisted other departments with resolving any outstanding client issues.
  • Utilized Availity to make changes to client data in the company database.
  • Observed regulatory standards, including HIPAA, to maintain confidentiality.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Provided top quality control and eliminated downtime to maximize revenue.

Education

Medical Billing and Coding, Medical Records Abstracting, Medical Office management, Coding compliance, UB-04 Claim processing -

College Of Health Profession, Med Center

Skills

  • Medical Collections
  • Medical Office Administrative Procedures
  • ICD-10 Diagnostic and Procedural Coding
  • Other general medical administrative duties as required
  • Medical Office Management
  • Responsible for training, mentoring and supervising medical administrative and front office staff
  • Documentation filing
  • Regulatory Compliance
  • Tax Law Compliance
  • Financial statement review
  • Records Management
  • Risk Management
  • Bookkeeping
  • Organization skills
  • Relationship Building
  • Research/due diligence
  • Filing System Management
  • Verbal/written communication
  • Multi-state tax filing
  • Interpersonal strengths
  • Financial Statements
  • Strong Work Ethic
  • Support oversight
  • Client service excellence
  • Client rapport building
  • Problem resolution aptitude
  • Customer-facing communication
  • Quality Control
  • De-Escalation Techniques
  • Customer Service
  • Call Documentation
  • Account Management
  • LiveChat Messaging
  • Computer Skills
  • Effective Communication
  • Database Management
  • Inbound Call Management
  • CRM Software
  • Complaint Investigation
  • Reliability
  • Customer Relations
  • Professional phone voice
  • Quality Assurance Controls
  • Call Center Operations
  • Process Improvement
  • Administrative and Office Support
  • Continuous Improvement
  • Customer Account Management
  • Oracle EnterpriseOne
  • Customer Relationship Management (CRM)
  • Product and service knowledge
  • Remote Office Availability
  • Attention to Detail
  • Data Evaluation
  • Analytical Skills
  • Professional Demeanor
  • Teamwork and Collaboration
  • Active Listening
  • Microsoft Office expertise
  • Receiving support
  • MS Office
  • Report Preparation
  • Problem-solving aptitude
  • Work Prioritization

Certification

First Aid, Drashikwa Gonthina, 05/24, 05/25

  • Records and Information Management Fundamentals Certificate – ARMA International.
  • Occupational Safety and Health Administration 30-hour Construction Training Card (OSHA 30-Hour) - Occupational Safety and Health Administration.
  • Certified Medical Reimbursement Specialist (CMRS) - American Medical Billing Association.

Timeline

Client Service Representative

Oak Street Health
01.2022 - 05.2023

Bookkeeping /Tax Expert

Intuit
01.2020 - Current

Client Support Specialist

Healthhelp
08.2019 - 12.2021

Medical Billing and Coding, Medical Records Abstracting, Medical Office management, Coding compliance, UB-04 Claim processing -

College Of Health Profession, Med Center

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Drashiikwa Gonthina