Jacoral Holland
Houston,TX
Summary
Dedicated Team Leader with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing claims. Detail-oriented with strong organizational skills. Ability to handle inbound/outbound calls and multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Team Leader - Patient Customer Service
Amerigroup
06.2017 - 12.2020
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Held weekly team meetings to inform team members on company news and updates.
- Collected, arranged, and input information into database system.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Updated claims system to track claim status and provide relevant information to other department.
- Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Maintained confidentiality of patient finances, records, and health statuses.
Customer Service Agent / Veteran Choice Program
Sutherland Global
10.2014 - 04.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks simultaneously.
- Credentialing
- Scheduled medical appointments for veterans with civilian doctors.
- Handled medical documents provided for billing purposes to doctors.
- Contacted providers to cancel appointments on behalf of veterans.
- Rescheduled appointments with providers.
- Placed over 50 outbound calls and received inbound calls.
Account Representative
Brown Law Office
05.2014 - 10.2014
- Analyzed accounts for delinquencies and other ongoing issues.
- Supported customer satisfaction through regular follow-up and communication.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound/inbound calls.
- Handled Misc. files.
- Diffused escalated calls.
Customer Service Representative
General Dynamics
02.2014 - 04.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Entered patient demographic and insurance data into electronic medical record system.
- Enrolled customers into health insurance program.
- Delivered outstanding service, exceeded expectations and built long-term loyalty.
- Worked in teams and in self-directed environment.
Collections Manager
Primary Financial, LLC
01.2005 - 10.2013
- Provided motivation for successful accomplishment of assigned team's quality standards and goals.
- Monitored floor activity and calls to assist employees.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Researched accounts and completed due diligence to resolve collection problems.
- Supervised staff of over 15 collectors, monitoring phone calls and letters.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Reviewed, researched and corrected discrepancies and customer concerns.
- Diffused escalated calls, negotiated, and created solutions for resolution.
- Effectively communicated expectations, consequences, changes, policies, and procedures.
- Accurately project and achieve daily, weekly, and monthly revenue goals.
- Managed and track account settlements within established guidelines.
- Provide feedback to management concerning possible problems or areas of improvement.
Education
High School Diploma -
Central Hower High School
Akron, OH1979
Skills
- Team leadership and direction
- Call center customer service
- Service team support
- Thorough claims reviews
- Patient care services coordination
- Health insurance industry knowledge
- Medical terms and procedure knowledge
- Insurance claims processing
- Data integrity
- Documentation abilities
- Account management
- Insurance coverage verification
Timeline
Team Leader - Patient Customer Service
Amerigroup
06.2017 - 12.2020
Customer Service Agent / Veteran Choice Program
Sutherland Global
10.2014 - 04.2017
Account Representative
Brown Law Office
05.2014 - 10.2014
Customer Service Representative
General Dynamics
02.2014 - 04.2014
Collections Manager
Primary Financial, LLC
01.2005 - 10.2013
High School Diploma -
Central Hower High School
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