Isis Watson
Duluth,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in customer care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Telehealth Customer Service Representatives
Teladoc
12.2022 - 11.2023
- Customer Support: Addressing inquiries, concerns, and issues raised by patients or users regarding the telemedicine platform, its features, functionalities, account management, or technical problems.
- Appointment Scheduling: Assisting patients in scheduling, rescheduling, or canceling appointments with healthcare providers through the telemedicine platform.
- Technical Assistance: Providing guidance and troubleshooting assistance to users encountering technical difficulties while accessing or navigating the telehealth platform or mobile application.
- Billing and Insurance Assistance: Helping patients understand billing processes, insurance coverage, and resolving billing-related queries or discrepancies.
- Educational Support: Offering guidance and information about how to use the telemedicine services effectively, including explaining features, functionalities, and available resources.
- Privacy and Security Guidance: Ensuring users understand and follow best practices for maintaining privacy and security when using the telehealth platform, including protecting personal health information.
- Follow-Up Communication: Following up with patients after their telehealth appointments to gather feedback, address any post-appointment concerns, and ensure a positive user experience.
- Compliance and Regulations: Ensuring that customer interactions and support activities comply with healthcare regulations, patient confidentiality, and data protection laws.
Dental Claims Specialist
Delta Dental Of Massachusetts
01.2021 - 10.2022
- Claims Processing: Reviewing and processing dental insurance claims submitted by policyholders or dental providers to determine coverage eligibility and benefits.
- Verification and Accuracy: Verifying the accuracy and completeness of claim information, including patient details, treatment codes, dates of service, and provider information.
- Policy Adherence: Ensuring that claim submissions comply with Delta Dental's policies, procedures, and coverage guidelines.
- Documentation Review: Reviewing supporting documentation, such as dental charts, X-rays, and treatment notes, to assess the validity of the services claimed and confirm they meet coverage criteria.
- Continuous Improvement: Participating in training programs, staying updated on changes in dental procedures or coding, and contributing to process enhancements for more efficient claims handling.
Customer Care Representative
Delta Dental Of Massachusetts
01.2020 - 01.2021
- Customer Service: Providing customer support and assistance regarding claim status, coverage inquiries, and resolution of claim-related issues for policyholders and dental providers.
- Provider Network Assistance: Helping policyholders find and connect with in-network dental providers, explaining network benefits, and addressing inquiries about network participation.
- Billing and Payments: Handling inquiries related to premium payments, billing statements, payment methods, and assisting with payment processing or account adjustments as necessary.
- Educational Support: Providing information and guidance on oral health tips, preventive care, understanding dental procedures, and resources available through Delta Dental.
- Technical Support: Assisting customers with technical issues related to online account access, mobile apps, or navigating the Delta Dental website for information or transactions.
- Compliance and Documentation: Ensuring compliance with company policies, regulatory guidelines, and accurately documenting customer interactions and resolutions in the system.
Education
Associate of Arts -
Santa Fe College
Gainesville, FL12.2018
Skills
- Team Collaboration
- Time Management
- Problem-Solving Skills
- Analytical Skills
- Attention to Detail
- Adaptability and Learning Agility
Timeline
Telehealth Customer Service Representatives
Teladoc
12.2022 - 11.2023
Dental Claims Specialist
Delta Dental Of Massachusetts
01.2021 - 10.2022
Customer Care Representative
Delta Dental Of Massachusetts
01.2020 - 01.2021
Associate of Arts -
Santa Fe College
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