Work Type
Full TimeLocation Preference
RemoteOn-SiteOpen to relocation: No
Ina A. Penniston
Darlington,SC
Work Preference
Summary
Exceptional customer service expert with over a decade of experience in effectively addressing diverse client needs. Skilled in handling both inbound and outbound communications while utilizing strong organizational and research capabilities. Known for adaptability and resourcefulness in team environments, ensuring high levels of responsiveness.
Overview
18
18
years of professional experience
Work History
Prior Authorization Specialist
McLeod Regional Medial Center
Florence, SC
08.2023 - Current
- Manage prior authorization requests specifically for infusion therapy services.
- Communicate with healthcare providers and insurance companies to facilitate timely authorization approvals.
- Review medical records to assess eligibility for prior authorizations.
- Verify and maintain patient records to ensure accuracy for prior authorization approvals.
Senior Customer Care Advocate
Assurant
Florence, SC
02.2019 - 08.2022
- Achieved customer satisfaction targets through effective communication and problem-solving techniques.
- Resolved complex issues by supporting call center associates with escalated calls, improving overall team effectiveness.
- Provided exceptional customer service while managing accounts and resolving concerns to enhance customer loyalty.
- Addressed customer needs promptly, contributing to increased service quality and satisfaction.
Customer Care Specialist
Assurant
Florence, SC
11.2018 - 02.2019
- Handled inbound customer calls, addressing concerns with empathy and professionalism to foster positive customer relationships.
- Actively listened to customer issues, facilitating prompt resolutions that improved overall customer satisfaction.
- Resolved loan-level inquiries in hazard insurance and mortgage banking through thorough research, ensuring accurate and timely information for customers.
Service Advocate II
Palmetto Government Benets Administration LLC
Florence, SC
04.2014 - 03.2018
- Delivered exceptional customer service by resolving challenges and providing preventative advice to enhance customer experience.
- Completed all service requests promptly while maintaining established quality standards, ensuring customer satisfaction.
- Responded to customer inquiries, conducting thorough research for accurate processing of insurance and medical claims.
Provider Files Specialist I
Palmetto Government Benets Administration LLC
Florence, SC
11.2012 - 04.2014
- Researched and analyzed data to resolve operational challenges and enhance customer service.
- Reviewed caller accounts to ensure accurate payment of medical claims.
Patient Account Representative
CMS Labor Services
Florence, SC
12.2011 - 08.2012
- Updated patient accounts, ensuring accurate insurance information to facilitate timely claim processing.
- Reviewed patient accounts to confirm accurate processing of medical insurance claims and payments, reducing potential discrepancies.
Customer Service Representative I
Kelly Services
Florence, SC
09.2009 - 11.2010
- Answered customer telephone calls promptly, minimizing wait times and improving customer satisfaction.
- Resolved customer complaints through effective communication and problem-solving, fostering positive customer relationships.
- Reviewed client correspondence and corrected medical claims, enhancing processing accuracy.
Office Clerk
Deatrice Barrett
Darlington, SC
09.2008 - 09.2009
- Coordinated office operations by scheduling appointments and managing document processes, ensuring smooth workflow.
- Greeted visitors and customers professionally, delivering prompt assistance to enhance their experience.
- Streamlined document organization to enable quick access and improve overall office efficiency.
Education
High School Diploma -
Mayo High School for Math, Science, & Technology
Darlington, SC01-1999
Skills
- Communication skills
- Customer support
- Telephone etiquette
- Microsoft Office proficiency
- Critical thinking
- Conflict resolution
- Time management
- Insurance verification
- Claims processing
- Medical terminology
Languages
English, Native
Timeline
Prior Authorization Specialist
McLeod Regional Medial Center
08.2023 - Current
Senior Customer Care Advocate
Assurant
02.2019 - 08.2022
Customer Care Specialist
Assurant
11.2018 - 02.2019
Service Advocate II
Palmetto Government Benets Administration LLC
04.2014 - 03.2018
Provider Files Specialist I
Palmetto Government Benets Administration LLC
11.2012 - 04.2014
Patient Account Representative
CMS Labor Services
12.2011 - 08.2012
Customer Service Representative I
Kelly Services
09.2009 - 11.2010
Office Clerk
Deatrice Barrett
09.2008 - 09.2009
High School Diploma -
Mayo High School for Math, Science, & Technology