Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

IESHA BROOKS

Customer Service Representative
Irving,TX

Summary

Detail-oriented and methodical CSR offering 6 years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance. Successful at efficiently handling client inquiries, billing and administrative tasks. Familiar with contracts and other documents affecting billing processes. Prepares professional, polished statements and business correspondence. Quality-driven with proven record of excellent job performance. Manages projects at each stage with diligent and attentive approach, carefully checking details and testing assumptions. Skilled in training junior personnel in principles and practices. Knowledgeable about preparing invoices, processing payments and pursuing past-due balances. Well-versed in accurately coding different types of bills for clear recordkeeping and tracking. Team-oriented, dependable and performance-driven. Focused Billing Clerk with 9 years of experience. Skilled in building client and vendor rapport and managing accounts to reduce outstanding balances. Hardworking and energetic with passion for accuracy and efficiency.

Overview

9
9
years of professional experience

Work History

Billing Specialist

Spectrum
Dallas, TX
01.2021 - Current
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Generated and submitted invoices based upon established accounts receivable schedules and terms.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
  • Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues.
  • Performed targeted collections on past due accounts aged over 30 days.
  • Applied more than 50 payments per week.
  • Responded to customer concerns and questions on daily basis.
  • Executed billing tasks and recorded information in company databases.
  • Used data entry skills to accurately document and input statements.
  • Managed invoicing and payment processing operations.
  • Handled account payments and provided information regarding outstanding balances.
  • Processed payment via telephone and in person with focus on accuracy and efficiency.
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
  • Developed rapport with clients and vendors to cultivate loyalty and satisfaction.
  • Kept vendor files accurate and up-to-date to expedite payment processing.
  • Received and sorted mail, prepared packages for delivery and scanned documents.
  • Monitored outstanding invoices and performed collections duties.
  • Generated financial statements and reports detailing accounts receivable status
  • Trained and mentored new team members and managers on accounts payable systems and policies to build cohesive groups and promote operational performance.

Customer Service Representative

Spectrum
Dallas, TX
08.2019 - 01.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Provided information regarding charge accounts and loyalty programs.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Provided primary customer support to internal and external customers

Fraud Analyst

Genpact
Richardson, TX
03.2014 - 11.2018
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Provided exemplary level of customer service to clients and company personnel.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
  • Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
  • Testified in court for both civil and criminal cases, answering questions honestly and respectfully.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Carried out day-day-day duties accurately and efficiently.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Summarized all key information regarding investigation into detailed report for delivery to client
  • Contacted customers directly to notify of fraudulent activity and minimize impacts
  • Analyzed large amounts of data to find patterns of fraud and anomalies
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
  • Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime
  • Provided exemplary level of customer service to clients and company personnel
  • Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case
  • Maintained excellent attendance record, consistently arriving to work on time
  • Onboarded new temps by entering employee information into systems
  • Learned new skills and applied to daily tasks to improve efficiency and productivity
  • Led projects and analyzed data to identify opportunities for improvement
  • Actively listened to customers' requests, confirming full understanding before addressing concerns
  • Prepared variety of different written communications, reports and documents
  • Improved operations through consistent hard work and dedication
  • Conducted research, gathered information from multiple sources and presented results
  • Resolved conflicts and negotiated mutually beneficial agreements between parties
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Investigated cases of insurance and credit card fraud, which involved upwards of $1000 per case
  • Investigated cases of insurance and credit card fraud, which involved upwards of $500 per case

Insurance Verification Specialist

HMS
Irving, TX
06.2012 - 03.2014
  • Assured timely verification of insurance benefits prior to patient procedures or appointments.
  • Made contact with insurance carriers to discuss policies and individual patient benefits.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Observed strict procedures to protect sensitive patient information, medical records and payment data.
  • Verified client information by analyzing existing evidence on file.
  • Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
  • Posted payments to accounts and maintained records.
  • Reviewed 100 patient cases per week and verified insurance coverage information.
  • Determined appropriateness of payers to protect organization and minimize risk.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Answered telephone calls to offer office information, answer questions and direct calls to staff.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Placed new supply orders, managed inventory and restocked clerical spaces.
  • Registered and verified patient records before triage with most up-to-date information.
  • Carried out front office duties utilizing data entry skills in framework of medical database.
  • Received, recorded and addressed incoming and outgoing communication via telephone and email.
  • Accurately completed insurance and Medicaid billing and OASIS documentation for patient visits.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
  • Received and routed laboratory results to correct clinical staff members.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Organized patient files and streamlined operations to improve efficiency.
  • Managed financial documentations such as expense reports and invoices.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Greeted visitors and initiated triage processes for clients to streamline patient flow.
  • Answered phone calls and messages for 120-physician 200 medical facility, scheduling appointments and handling patient inquiries.
  • Contacted hospitals to confirm patients medical histories and prevent inaccurate diagnoses and treatments.
  • Managed office bookkeeping with insurance billing and patient payments.
  • Collaborated with assistants and sick doctors to prepare and set up rooms with adequate supplies and equipment.

Education

Associate of Applied Science - Accounting And Business Management

Moore Career College
Baton Rouge, LA
06.2014

High School Diploma -

A Maceo Smith New Tech High School
Dallas, TX
06.2011

Skills

  • Services Rendered Documentation
  • Collection Practices
  • Discrepancy Resolution
  • Financial Documentation
  • Creating Treatment Plans
  • Medical Billing and Collections
  • Information Updates
  • Accounts Receivable Expert
  • Billing Systems and Software
  • System Updates
  • Billing Dispute Resolution
  • Equipment Monitoring and Troubleshooting
  • Billing systems and software
  • Customer service support

Timeline

Billing Specialist

Spectrum
01.2021 - Current

Customer Service Representative

Spectrum
08.2019 - 01.2021

Fraud Analyst

Genpact
03.2014 - 11.2018

Insurance Verification Specialist

HMS
06.2012 - 03.2014

Associate of Applied Science - Accounting And Business Management

Moore Career College

High School Diploma -

A Maceo Smith New Tech High School

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IESHA BROOKSCustomer Service Representative