JANIECIA CONLEY
Detroit,MI
Summary
Dedicated Customer Service Representative recognized for exceptional productivity and task efficiency. Proficient in conflict resolution, time management, and effective communication, contributing to seamless operations and high customer satisfaction. Strong active listening and empathy skills, adept at navigating customer interactions to achieve positive outcomes.
Overview
8
8
years of professional experience
Work History
CSR II
BCBSM Detroit
Southfield, 06/26/2022
06.2022 - Current
- Reviewed patient records to ensure accurate and timely billing of health insurance claims.
- Developed procedures for filing, tracking and retrieving medical claim forms.
- Assessed eligibility of patients for health insurance coverage based on policy guidelines.
- Processed payments from insurers in accordance with contractual obligations.
- Resolved discrepancies between invoices and insurance claims data.
- Analyzed provider contracts to identify reimbursement rates for various services.
- Provided customer service support to answer inquiries about health plans and benefits.
Leave of Absence Coordinator
Sedgwick
Southfield, USA
09.2021 - 06.2022
- Reviewed and processed employee leave of absence requests in accordance with applicable federal, state, and local laws.
- Assisted employees with completing required documents for leaves of absences including FMLA paperwork.
- Provided advice and guidance to managers on the proper administration of company policies related to leaves of absence.
- Monitored employee leave balances and notified managers when employees were near their maximum allowable time off.
- Coordinated return-to-work activities for employees returning from a leave of absence.
FordPass Guide
Percepta
Dearborn, USA
02.2021 - 09.2021
- Company Overview: FordPass Guides
- First point of contact for new Members
- Assist Members with setting up account
- Provide troubleshooting tips
- Transfer calls to the correct department
- FordPass Guides
Intake Specialist
Plaintiff Investment Funding
Southfield, USA
08.2018 - 05.2020
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, legal status, and other pertinent information.
- Assessed patient needs through review of medical records and interviews with patients and their families.
- Worked collaboratively with different attorneys to anticipate needs of the clients
- Maintained thorough records and produced detailed reports on client visits and histories
Inbound Sales Representative
Comcast
Plymouth, USA
10.2016 - 06.2019
- Followed sales call handling procedures to improve sales potential
- Assisted with backup support
- Assisted callers with filling out applications and submitting them electronically
- Navigated to appropriate pre-scripted responses and read lines verbatim to provide information
- Followed all established processes and procedures regarding installation, security, order entry, and disclosure requirements
- Determined charges for services requested, collected deposits or payments, and arranged for billing
Education
Health Administration -
Colorado Technical University
Colorado Springs, COSkills
- Opening and closing accounts
- Team development
- Researching
- Multi-line telephone operations
- Call escalation
- Customer service
- Customer consulting
- Microsoft Outlook
- Webe×
- Problem resolution
- Call center experience
- Appointment Scheduling
- Inbound and Outbound Calling
- Filing
Timeline
CSR II
BCBSM Detroit
06.2022 - Current
Leave of Absence Coordinator
Sedgwick
09.2021 - 06.2022
FordPass Guide
Percepta
02.2021 - 09.2021
Intake Specialist
Plaintiff Investment Funding
08.2018 - 05.2020
Inbound Sales Representative
Comcast
10.2016 - 06.2019
Health Administration -
Colorado Technical University