Jaida Horton
Raleigh,NC
Summary
I'm a professional with over 10+ years of experience who demonstrates a high level of excellent interpersonal, customer service, verbal and problem-solving and written skills. Self-assured, and skilled professional with an extensive background in customer service and in the banking industry. Highly astute Online Chat Specialist offering a passion for working with others. Smart and determined about finding the right solution for the customer the first time. Pursuing a role where mentoring and coaching skills are in demand.
Overview
10
10
years of professional experience
Work History
Chat Specialist, Loan Processor
Wells Fargo
08.2020 - 07.2023
- Answer chats in a timely manner
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Review and evaluate customer’s financial documents and research financial history
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Handled any conditions sent from underwriting departments.
- Listen carefully to customer complaints and swiftly resolve issues by taking appropriate action.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans
- Responsible for daily workflow for every call within the department.
- Provide Fax number and details that should be included in for Letter of guarantee to insurance companies and/or account holders for total loss of vehicle
- Preparing and submitting documents, data and records according to department.
- Help customers remain current on their auto loan; troubleshoot any financial hardships within customers and provide alternatives that fits each ones needs.
- Answer all incoming calls (high volume calls).
- Perform fast paced multi-tasking, while on incoming phone calls.
- Ability to document notes for every call per customer questions or concerns.
- Develop relationships with customers and use certain tones for each individual call depending on the situation of the call.
- Send documents via mail/fax/email per policy to customers and/or dealerships.
- Complete Direct Debit transactions over phone for car payments; auto loan payoffs.
- Screen incoming phone calls, correspondence request of certain documents to the customer and/or concern.
- Reviewed and validated details of loan applications and closing documentation.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Worked closely with each customer to carefully resolve issues in a timely fashion.
- Developed exemplary writing skills through continued correspondence with upwards of 50-80 customers per day
Chat and Data Entry Medical Records Processor
Ciox Healthcare
11.2016 - 07.2020
- Completed data entry tasks with accuracy and efficiency.
- Verified accuracy of data before transcribing.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Maintained files, records and chronologies of entry activities.
- Obtained scanned records and uploaded into database.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports
- Managing the medical records review project including coordination of medical records data collection and chart reviewing
- Submit records requests and transfer them into system for review
- Review data in spreadsheets
- Ensures medical records are assembled in standard order and are accurate and complete
- Retrieve records through providers’ EMR.
- When applicable, provided email-based support, assisted doctors, and Reached out to doctor offices for verification purposes.
- Ensure the accuracy of information through strong communication skills and adherence to department guidelines
- Look over digital images of paperwork to be stored in the electronic medical record.
- Meet required metrics for my role CPH - Charts Per Hour, Attendance.
- Maintain high standards of Confidentiality to safeguard and protect Patient's Right and comply with all company and facilities policies and HIPAA regulations
- Ensure that deadlines are met and respond to emails and other requests for information in a timely manner.
- Adhered to strict data confidentiality policies to prevent information leakage
- Insert customer and account data into QuickBooks and generate reports in Excel
- Process medical records through various EMR systems as directed
- Maintain accurate administrative records and tracking systems to review documentation and ensure compliance.
- Prepares new patient charts, gathering documents and information from paper sources and/or electronic health records.
- Receive and process requests for patient health information in accordance with Company and Facility policies and procedures.
- Understand and follow HIPAA compliant records
- Maintain confidentiality and security with all privileged information.
- Requesting medical records and medical billing via email, facsimile, and/or mail
- Proofread documents carefully to check the accuracy and completeness of all paperwork.
- Correct and report any scanned errors
- Protect medical and administrative records from breach of confidentiality and/or unauthorized use
Enrollment Specialist
LabCorp
09.2015 - 11.2016
- Updated, entered and reviewed customer data.
- Understood and thoroughly explained services provided to customers and potential customers.
- Reviewed statistic enrollment data and prepared reports.
- Communicated effectively via telephone, email and in person with prospective customers.
- Fax medical records requests to providers. Follow up with providers to confirm receipt of request
- Manage high chat and Email volume
- Scan medical records and invoices into Litify and email (Outlook) same to case managers.
- Works with patients to review billing issues and process outstanding balances.
- Prepares and submits clean claims to various insurance payers both electronic and paper.
- Works with patients to review billing issues and process outstanding balances.
- Verify member eligibility and benefits as well as provider participation and network status.
- Reach out to PCP to obtain information from patients regarding eligibility
- Perform accurate, timely documentation of information received via phone, fax, or provider portal within JIVA.
- Contact insurance carriers to verify eligibility and authorizations.
- Answering patient or insurance coding inquiries via telephone.
- Familiarizing myself with the Healthcare insurance market and its medicines
- Assist customers with finding the best locations for them to complete clinical trials set up by their doctors
- Assist customers with appointment cancellation and rescheduling.
- Entering patient information, insurance information into the applicable system
- Utilizing the approved retention schedules, review records to ensure that the organization maintains records per prescribed retention periods and properly log and destroy records that have met their retention.
- Audit scanned records to ensure complete and accurate copies before destruction.
- Apply general knowledge, front-desk administration skills and clinical skills to patients in hospital, improving response to MS issues
Enrollment Specialist
UnitedHealth Group
01.2013 - 09.2015
- Updated, entered and reviewed customer data.
- Communicated effectively via telephone, email and in person with prospective customers.
- Understood and thoroughly explained services provided to customers and potential customers.
- Reviewed statistic enrollment data and prepared reports.
- Communicates directly with patients and / or families by phone to complete the registration process by collecting patient demographics, health information, and verifying insurance eligibility / benefits
- Utilizes computer systems to enter access or verify patient data in real - time ensuring accuracy and completeness of information
- Gathers necessary clinical information and processes referrals, pre-certification, pre-determinations, and pre-authorizes according to insurance plan requirements
- Verifies insurance coverage, benefits and creates price estimates, reverification as needed
- Collects patient co-pays as appropriate and conducts conversations with patients on their out-of-pocket financial obligations
- Identifies outstanding balances from patient’s previous visits and attempts to collect any amount due
- Responsible for collecting data directly from patients and referring provider offices to confirm and create scheduled appointments for patient services prior to hospital discharge
- Responds to patient and caregivers' inquiries related to routine and sensitive topics always in a compassionate and respectful manner
- Generates, reviews and analyzes patient data reports and follows up on issues and inconsistencies as necessary
- Maintains up-to-date knowledge of specific registration requirements for all areas, including but not limited to: Main Admitting, OP Registration, ED Registration, Maternity, and Rehabilitation units.
Education
High School Diploma -
Fuquay Varina
Fuquay Varina, North Carolina 05.2014
Skills
- Trained in Salesforce
- Customer Relationship Management (CRM) Software
- Ability to type up tp 60 WPM
- Zendesk experience for over 5 years
- EMR/EHR experience
- Live chat and email experience
- Excellent written communication skills, interpersonal and verbal skills
- Document and Records Management
- Membership Inquiries and Renewals
- Loan Evaluations
- Documents processed and decreased TAT by 25% in 7 months,
- Medical Terminology
Timeline
Chat Specialist, Loan Processor
Wells Fargo
08.2020 - 07.2023
Chat and Data Entry Medical Records Processor
Ciox Healthcare
11.2016 - 07.2020
Enrollment Specialist
LabCorp
09.2015 - 11.2016
Enrollment Specialist
UnitedHealth Group
01.2013 - 09.2015
High School Diploma -
Fuquay Varina
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