Jameice Hancock
Jacksonville
Summary
Serviced, strategic and focused professional seeking to transition into a field that can to show the use education, skills and experience earned and obtained. Highly motivated self-starter backed by a stable work history of 10+ years while attending school during some of those years. I also continue to remain a reliable team player with a strong work ethic.
Overview
9
9
years of professional experience
Work History
Mentoring Provider Service Advocate II (Trainer)
Novitas Solutions Inc
10.2018 - Current
- Helping new hires with the use of everyday claim systems of Novitas solutions
- Teach new hires how to identify and resolve claim denials, appeals and financial inquires
- Teach new hires how to work and control the IVR (interactive voice response), how to conference providers into that system to obtain information required to come from that system and what information is required to come from that system
- Train new hires how to maintain an above average adherence percentage
- Teach new hires how to find, identify and understand internal procedures to secure quality is passed every month
- Helping new hires execute the use to systems that must be used every day to ensure success (Deltek, Verint, Punch Page and more) to develop a morning routine and have all activities completed
- Inform new hires the importance of call backs in the customer contact center and how vital it is to have that done in the allotted time
- Helping P.S.A's obtain answers to their callbacks and follow-up trackers that they were not able to obtain on their live call
- Doing all of the above while maintaining my own above average stats.
Provider Service Advocate
Novitas Solutions Inc
07.2017 - 10.2018
- Ability to navigate multiple systems to research customer problems
- Use and navigate the IVR and intranet portal systems to educate callers
- Use great verbal communication skills during each customer interaction
- Respond to each customer need and request to ensure their experience is positive and productive
- Review claims processing systems to identify specific claim edits and audits applied
- Review debt recovery systems to troubleshoot reasons for pending accounts, the generation of overpayment demand letter and determine reasons for the actual overpayments
- Review other systems to address and determine resolution to other customer issues to include pending appeals, aged claims, and Medicare Secondary Payer.
Assistant Store Manager
Finish Line Co
10.2015 - 07.2017
- Performs sales and customer service responsibilities
- Performs cashiering, stockroom upkeep and store upkeep as needed
- Maintains company standards regarding personal sales metrics
- Assists Store Manager in all aspects of daily shift management, including customer relations, inventory control, procedural tasks and paperwork, as well as visual merchandising
- Maintains both individual and shift sales
- Provides daily shift floor coverage
- Trains Sales Associates
- Supervises POS
- Provides security & loss prevention in store
- Oversees contest management (Tracking Results & Coaching Performance)
- Organizes shipments, transfers & merchandise and manages stock team
- Performs maintenance of store
- Opens and closes store
- Makes daily deposits for stores profit
- Holds accountability for store sales and metrics
- Holds accountability for stock and merchandise flow
- Maintains company standards regarding personal and store sales/performance metrics.
Education
Some College (No Degree) -
Edward Waters University
Jacksonville, FLAssociates Degree -
Florida State College (FSCJ)
Jacksonville, Fl12.2020
Florida State College (FSCJ)
Jacksonville, FL10.2013
Skills
- Proficient in MS Office Products – (MS Word, MS Excel, MS Outlook)
- Multiline Phone System
- Personable and professional demeanor
- Able to train/mentor other representatives while maintain above average stats
- Ability to provide excellent problem solving and customer service skills
- Hard working individual who achieves promotion on every imperative job held
- Provide leadership skills when working on projects with co-workers
- Eligible to help and mentor other PSAs and team members with problem solving and basic job skills
Licenses Certificates
Division of real estate as of 03/23/22
License number- SL3533575
Affiliations
- Initiated into Alpha Kappa Alpha Sorority incorporated in Fall 2015 on the campus of Edward Waters University
Timeline
Mentoring Provider Service Advocate II (Trainer)
Novitas Solutions Inc
10.2018 - Current
Provider Service Advocate
Novitas Solutions Inc
07.2017 - 10.2018
Assistant Store Manager
Finish Line Co
10.2015 - 07.2017
Some College (No Degree) -
Edward Waters University
Associates Degree -
Florida State College (FSCJ)
Florida State College (FSCJ)
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