FELICIA JOYNER-BOLTON
Garner,USA
Summary
Hardworking Administrative Professional offering familiarity with MS Office and other database systems. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Billing Assistant
ICF Consulting Group, Inc.
11.2021 - Current
- Identify customer accounts to determine program and rebate eligibility.
- Process invoice details to resolve discrepancies accurately.
- Assist in financial reports using invoices and SharePoint for decision support.
- Maintain organized filing system for invoices in MS Outlook, CRM, and SharePoint.
- Deliver exceptional customer experience through efficient processing of energy efficiency applications.
- Manage time effectively to complete tasks while multi-tasking and prioritizing.
- Update database systems to create and re-issue rebate checks for customers.
- Email Program Managers regarding check issues to ensure correct mailing addresses.
Business Processor
ICF International, Inc.
06.2021 - 11.2021
- Reviewed and processed applications for completion by analyzing reports and requests for funding from organizations.
- Utilized communication skills to multi-task, prioritize, and manage time effectively.
- Connected information requirements with listed line items while ensuring high quality and attention to detail.
- Worked under general supervision with a strong focus on detail.
- Demonstrated proficiency in MS Word, Excel, and other Office software and database systems.
- Navigated multiple computer applications simultaneously.
- Exhibited strong analytical, problem-solving, and decision-making skills.
- Collaborated in a fast-paced team environment with flexibility to manage priorities.
Initial Reviewer
AdNet - ICF International, Inc.
02.2021 - 06.2021
- Reviewed applications for accuracy and completeness by analyzing reports and funding requests.
- Employed strong verbal, interpersonal, and written communication skills.
- Connected information requirements with line items with high quality and attention to detail.
- Operated under general supervision while maintaining diligent workflow.
- Demonstrated proficiency in MS Word, Excel, and other MS Office applications.
- Navigated multiple database systems effectively.
- Applied analytical, problem-solving, and decision-making skills.
- Contributed as a team player in a fast-paced environment.
- Adapted to manage multiple priorities, including occasional overtime.
Administrative Assistant
Associated Builders and Contractors
08.2019 - 08.2019
- Filed vouchers, receipts, and documentation in alphabetical/chronological order for further usage.
- Set up, arranged, and coordinated schedules and conference meeting rooms through MS Outlook for the project manager.
- Prepared travel and expense reports.
- Provided data entry by compiling, sorting, and verifying accuracy.
- Received incoming calls and professionally transferred calls.
- Stamped, copied, and filed documentation chronologically in a filing system.
Program Representative
CareMetx, LLC
12.2018 - 02.2019
- Sensitive environment for field-based calls with quality control of members’ needs.
- Scripted role within a structured environment and responding to grievances, complaints, or appeals.
- Knowledgeable of HIPAA regulations and HIPAA compliance always.
- Answered, researched, and resolved customers' medication needs and addressed complaints via phone by navigating the database systems to provide excellent customer care in a timely and accurate manner, and escalated complaints accordingly.
- Received little instructions on day-to-day work and general instructions for new assignments.
Customer Service Representative
CODICE
07.2018 - 10.2018
- Practiced active listening to customer concerns and provided resolutions via telephone, web chat, email, or written correspondence.
- Presented unbiased program details to assist with application and eligibility inquiries, transferring calls as needed.
- Communicated case processing information to customers efficiently.
- Managed multiple communications with customers while adapting to policy updates and system changes.
- Documented all customer interactions with concise records.
- Met performance standards, ensuring confidentiality and information security.
- Resolved application issues related to Exchange and Medicaid eligibility.
- Accepted MAGI-based Medicaid applications via telephone.
- Enrolled individuals into qualified health plans and addressed enrollment issues.
- Educated consumers about the Exchange and assisted small employers regarding the SHOP Exchange.
Enrollment Technician
FEPOC CareFirst BlueCross/BlueShield
09.2014 - 08.2015
- Resolved enrollment discrepancies with strong communication skills.
- Pursued ongoing education for professional development.
- Processed enrollments using multiple database systems.
- Ensured timely member enrollment in Carefirst database via fax, mail, and email.
Medical Records Clerk
Providence Hospital
09.2011 - 12.2011
- Handled medical record requests and verified numbers with hospital database.
- Logged all record requests in Meditech Database System.
- Maintained patient confidentiality and safeguarded information.
- Entered patient details, confirming updates in software system.
- Retrieved records for requestors within twenty-four hours.
- Demonstrated strong data entry skills and attention to detail.
- Ensured accuracy of patients’ paperwork and charts.
Customer Care Assistant
Xerox Business Services, LLC
09.2010 - 10.2010
- Prepared shipping information in a database system for customers to receive their prescriptions by mail, utilizing payments by credit card/debit card to pay for a ninety-day supply.
- Provided excellent customer service by managing and answering high volumes of inbound phone calls and outbound phone calls addressing customers’ products and services.
- Escalated customers’ discrepancies, grievances, and complaints for satisfaction ratings by offering valuable insights into customers’ needs and expectations.
- Utilized multiple computer applications and went the extra mile to engage with customers.
Grants Administrative Assistant
Synergy Enterprises, Inc
03.2010 - 04.2010
- Input clients' data into the Grants Database System, which shows interest in receiving grant funding.
- Recorded receipts of grantee's reports and updated additional information of grantees in the database system in, an accurate and timely manner.
- Answered incoming calls and transferred them to staff members.
- Created and maintained grants electronically and manually in the filing management database.
Customer Care Assistant
Xerox Business Services, LLC
12.2009 - 02.2010
- Made outbound calls, to customers’ interest in enrolling with Medicare plans.
- Followed up with customers, utilizing the call center database system to process requests, and provided excellent customer service.
- Maximize customer satisfaction by handling more than twenty-five customers. telephone interactions each day, utilizing multiple computer applications to research customers' concerns.
- Reviewed customer data to assess current issues and determine potential solutions.
Accounting Administrator
Deander Associates, LLC
07.2007 - 10.2007
- Prepared deposits, created financial reports, assisted with budgeting, and maintained financial databases.
- Input data for client financial documents in QuickBooks and Excel.
- Greeted customers, managed appointments, utilized Outlook, filed paperwork, and scanned invoices.
- Interacted effectively with partners, clients, and staff. Processed payroll by analyzing and inputting data. Prepared tax reports and reconciled accounts.
- Handled incoming calls and directed them to appropriate staff.
- Sorted incoming mail and prepared outgoing mail for courier.
- Assisted with payroll duties with the accounting department.
Jr. Financial Analyst
Danya International, Inc.
10.2005 - 03.2007
- Processed daily hotel and car rental billings and accurately reconciled travel expenses.
- Made follow-up calls to vendors to gather missing billing details and quickly addressed discrepancies.
- Collaborated with the Accounting Department to identify and fix overcharges and undercharges, and utilized MS Excel to calculate all billing receipts.
- Reviewed and calculated travel expense reports.
- Used financial tools and software to assist with reconciliation and reporting processes.
- Performed accurate data entry, verification, and backup while maintaining organized financial databases.
- Participated in meetings with field representatives to go over documentations submitted to be processed.
Education
Associate of Science - Medical Administrative Assistant
Fortis College
Winter Park, FL01.2013
Technical Diploma - PC Support & Maintenance Specialist
Career Blazers Learning Center
Washington, DC01.2000
Skills
- Office Equipment: Scanner, Fax, Copier, label and postage machine, Computer Software/Database Systems, CRM Software, SharePoint, Intranet, Meditech, FortiClient, Costpoint, MyWorkday, Vision DSM, Sightline Dynamics 365
- DC Health Link Contact Center (Medicaid), HBX, Qualified Health Plan (QHP), Affordable Care Act (MAGI)
- Type: 60-65 wpm
- Self-Starter & Team Player
- Deadline oriented
- Invoice processing
- Data entry proficiency
- Research skills
- QuickBooks experience
- Insurance verification
- Attention to detail
- Problem-solving
- Customer service
- HIPAA compliance
- Verbal and written communication
- Decision-making
- Administrative support
- Teamwork
- Multitasking Abilities
- Effective communication
- General accounting
- Paperwork and documentation
- Professional communication
- Computer and navigation skills
- Filing
- Microsoft Office Suite
Certification
- Certificate of Completion in Medical Office Assistant, 2017-2018 Stratford Career Institute - Online, St. Albans, VT
- Certificate of Completion in Information Security Awareness Training, HIPAA Compliance Training, Privacy & Security Sanctions Policy, DCHL Eligibility Training, DC Health Link Training, 2018 MAXIMUS Office, Washington, DC
- Certificate of Completion in 2014 Open Season Enrollment Training – Carefirst BlueCross/BlueShield, 2014 FEP Operations Center (FEPOC), Washington, DC
Volunteer Work
Certificate of Completion as a Youth Ministry Assistant/Church Member, Hope Overcomers Outreach Ministry January 2000 - August 2009
- Aided Youth Assistant Choir Director with the music department.
- Copied instructions for the youth department and substituted for the Youth Director.
- Assisted youth in assignments from school and/or church and with summer programs.
- Assisted with special events and programs.
- Facilitated community outreach to expand participation and support.
Timeline
Billing Assistant
ICF Consulting Group, Inc.
11.2021 - Current
Business Processor
ICF International, Inc.
06.2021 - 11.2021
Initial Reviewer
AdNet - ICF International, Inc.
02.2021 - 06.2021
Administrative Assistant
Associated Builders and Contractors
08.2019 - 08.2019
Program Representative
CareMetx, LLC
12.2018 - 02.2019
Customer Service Representative
CODICE
07.2018 - 10.2018
Enrollment Technician
FEPOC CareFirst BlueCross/BlueShield
09.2014 - 08.2015
Medical Records Clerk
Providence Hospital
09.2011 - 12.2011
Customer Care Assistant
Xerox Business Services, LLC
09.2010 - 10.2010
Grants Administrative Assistant
Synergy Enterprises, Inc
03.2010 - 04.2010
Customer Care Assistant
Xerox Business Services, LLC
12.2009 - 02.2010
Accounting Administrator
Deander Associates, LLC
07.2007 - 10.2007
Jr. Financial Analyst
Danya International, Inc.
10.2005 - 03.2007
Technical Diploma - PC Support & Maintenance Specialist
Career Blazers Learning Center
Associate of Science - Medical Administrative Assistant
Fortis College
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