Grace Wheatley
Austin,TX
Summary
Proven to excel in EDI technology and customer satisfaction, I bring a track record of innovative solutions and exceptional interpersonal skills from my time at BC FORWARD for ACCENTURE. Skilled in Salesforce and adept at fostering professional relationships, my work ensures efficiency and continuous improvement in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Claims Chat/Electronic Data Interchange Queue
BC FORWARD for Texas Medicaid Healthcare Program
Austin, Texas
11.2023 - Current
- Used computer in analysis and solution of business problems.
- Maintained an up-to-date knowledge base of applicable laws, regulations, trends, and best practices related to EDI technology.
- Assessed customer needs by analyzing their current business process flows and recommending appropriate solutions based on those needs.
- Conferred with clients regarding information processing or computation needs.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Identified needs of customers promptly and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Researched complex cases as needed by consulting with physicians or other health care providers.
- Investigated and resolved denied or rejected claims quickly and accurately.
- Assisted customers with inquiries about the status of their claims via chat.
- Maintained updated knowledge through continuing education and advanced training.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized various software and tools to streamline processes and optimize performance.
Client Services Representative
Spectrum Enterprise
Austin, TX
04.2023 - 11.2023
- Excellent understanding of multiple billing systems.
- Team-oriented, self-motivated, and highly dedicated professional.
- Proven initiative, with the ability to learn quickly.
- Deadline-driven, with the ability to work effectively and efficiently under minimal supervision.
- Detail-oriented
- Proficient in Microsoft Word, Excel, and Outlook.
- Superb written and verbal skills.
- The ability to create the required 'White Glove' experience for all Enterprise clients
- Processing cases for misapplied payments and missing payments.
- Proficiency with Salesforce.
- Familiar with running reports in Salesforce.
- Familiar with creating and closing opportunities in Salesforce.
- Navigating through complex billing systems.
- Prioritizing and organizational skills are crucial for multitasking.
- Conducting extensive follow-ups regarding enterprise client issues.
- Excel in time management.
- Responding to enterprise client calls in a high-call-volume setting.
- Proficiency in dissecting complex billing situations for enterprise clients.
- Operating multiple applications simultaneously.
- Evaluating multiple enterprise client accounts in many formats in single transactions.
- Discussing ideas with enterprise clients regarding upgrades or downgrades of internet and phone services for cost savings and efficiency.
Sales Support Specialist III
Spectrum
San Antonio, TX
03.2018 - 03.2023
- Cross-trained as a Universal Agent/Order Completion.
- Scheduling orders for small- to medium-sized businesses.
- Evaluating orders to ensure successful installation.
- Proficient in four ICOMS billers: East, Midwest, Bright House, and KC.
- Proficient in two CSG billing programs: Legacy TWC and Charter.
- Keying orders and modifying all orders on behalf of sales reps and customers.
- Proficient in SOM (Sales Order Management).
- Proficient utilization of OMSe and OSM.
- Skills in the successful provisioning of phone services.
- Efficient and effective communication with sales reps and fellow representatives.
- Sending and responding clearly and concisely to internal and external emails.
- Continual, forward, and proactive thinking.
- A positive attitude and always being open to change in the workplace.
- Utilizing Charter Verify and Voice Log proficiently.
- Fully proficient in Salesforce for national, VAR, and direct orders.
- Processing AIM, TMS, UCM tickets, Order Management, Scheduling, CRMs, and Salesforce.
- Professional, positive, and respectful relationships with representatives.
- Extensive experience with project management.
- Skilled in coaching and training new representatives.
- Providing instruction and guidance in a high-volume chat scenario.
- Creating tracking spreadsheets in Excel.
Sales Support (Contracted with Spectrum)
Pyramid Consulting
San Antonio, TX
06.2017 - 03.2018
- Scheduling appointments for installation of coax services for small to medium businesses
- Proficiently navigated through ten+ programs regarding billing/notation
- Keying new and current work orders with accuracy and efficiency
- Evaluating and correcting overflow orders for accuracy
- Ability to quickly adjust to an ever-changing environment and changing leadership
Education
Bachelor of Science - General Education with concentration in Interdisciplinary Studies
Texas A&M University
San Antonio, TX05.2023
Associate of Arts - English
San Antonio College
San Antonio, TX01.2015
Skills
- Analytical and Critical Thinking Capacities
- Extraordinarily dependable and responsible
- Exceptional written communication
- Extensive cultural awareness
- Superb teamwork and collaborating skills
- Invaluable interpersonal communication
- Stellar customer service skills
- EDI system security measures
- Security protocols
- EDI system troubleshooting guides
- EDI system upgrades
- Customer support experience
- Quality assurance techniques
- Communication protocols
- Continuous improvement mindset
References
References available upon request.
Timeline
Claims Chat/Electronic Data Interchange Queue
BC FORWARD for Texas Medicaid Healthcare Program
11.2023 - Current
Client Services Representative
Spectrum Enterprise
04.2023 - 11.2023
Sales Support Specialist III
Spectrum
03.2018 - 03.2023
Sales Support (Contracted with Spectrum)
Pyramid Consulting
06.2017 - 03.2018
Bachelor of Science - General Education with concentration in Interdisciplinary Studies
Texas A&M University
Associate of Arts - English
San Antonio College
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