Gabriel Bryant
Pikeville,NC
Summary
Experienced in delivering exceptional customer service and providing administrative assistance. Meticulous, highly organized, and skilled in decision-making and problem-solving. Demonstrates excellent oral and written communication abilities when interacting with customers, staff, and management. Proficient in administrative software such as MS Word, MS Office, and Excel. Capable of working independently, prioritizing tasks, problem-solving, and meeting deadlines. Possesses a strong work ethic and is known for reliability and personability. Specializes in auditing patient accounts and verifying medical documents. Committed to delivering high-quality customer care for a positive experience. Approachable and professional with a motivated and energetic nature.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Humana Customer Service Representative
Conduent
07.2021 - Current
- Handle inbound calls with a focus on resolving inquiries, grievances, complaints, and appeals
- Demonstrate empathy and build rapport with customers to address their needs effectively
- Utilize probing techniques to ensure comprehensive resolution of customer issues
- Adhere to company policies, HIPAA regulations, and call metrics
- Stay updated on new call handling guidelines to enhance service quality
- Participate in upskill trainings to expand knowledge in areas such as DSNP, claims, billing, IPA, and Humana Spending
- Account management
Energy Specialist
Wayne County Department of Social Services
12.2020 - 07.2021
- Conducted efficient interviews with Low Income Energy Assistance Program (LIEAP) and Crisis Intervention Program (CIP) applicants
- Initiated payment disbursement to the applicable vendor for qualified applications
- Facilitated the process for one-time vendor payments to help eligible households pay their heating bills
- Demonstrated strong attention to detail in verifying applicant qualifications
- Ensured timely processing of applications to meet program deadlines
- Collaborated with internal teams to streamline application review and payment disbursement processes
Claims Reimbursement Specialist (Externship)
Midtown Surgical Specialists Pc
12.2017 - 01.2018
- Assisted with coding patient reports
- Prepared and submitted claims to Clearing House for reimbursement
- Posted and reconciled insurance and patient payments
- Created new patient accounts
- Conducted thorough insurance verification and eligibility checks
- Collaborated with healthcare providers to ensure accurate billing and documentation
WellCare Customer Advocate (Escalations Department)
Teleperformance
09.2015 - 10.2017
- Resolved patient issues diplomatically and expediently to ensure customer satisfaction, always keeping patient confidentiality a priority
- Coordinated patient benefits
- Analyzed customer claims to determine best course of action
- Ensured members needs were met with HIPAA guidelines
- De-escalated irate customers
Education
North Carolina A&T State University
Greensboro, NCElectronic Medical Records (AAS) - Electronic Health Records
Miller-Motte Technical College
Augusta, GA04.2018
Skills
- Customer service
- Communication skills
- Computer literacy
- Time management
- Microsoft word
- Microsoft excel
- Documentation review
Certification
American Health Information Management Association Certified
Awards
Shining Star Award
Additional Qualifications
- Highly personable, ability to articulate and communicate effectively both face to face and telephone with stakeholders of all backgrounds
- Comfortable and flourish in a dynamic, multitasking psychiatric hospital environment without compromising the role of customer service
- Able to demonstrate basic knowledge and understand of computer keyboarding skills
- History of excellence in the customer service industry
- Understanding of HIPAA policies
- Dependable, hardworking, self-motivated, and able to assist all stakeholders as needed
Timeline
Humana Customer Service Representative
Conduent
07.2021 - Current
Energy Specialist
Wayne County Department of Social Services
12.2020 - 07.2021
Claims Reimbursement Specialist (Externship)
Midtown Surgical Specialists Pc
12.2017 - 01.2018
WellCare Customer Advocate (Escalations Department)
Teleperformance
09.2015 - 10.2017
North Carolina A&T State University
Electronic Medical Records (AAS) - Electronic Health Records
Miller-Motte Technical College