JATISA ALEXANDER
PHENIX CITY
Summary
Customer Service and Claims professional with 4 years of experience excelling in benefits verification and claims processing. Proficient in Microsoft Office Suite and adept at problem-solving, with a strong understanding of Medicare and HIPAA regulations. Demonstrates a keen attention to detail and a commitment to enhancing customer satisfaction, aiming to leverage technical support skills to drive results and improve service quality.
Professional in customer support, bringing valuable experience and readiness to excel in customer communication roles. Known for quick issue resolution and enhancing user experience through effective chat interaction. Focused on team collaboration and achieving results, with reliable and adaptable approach to changing needs. Skilled in technical troubleshooting and maintaining service quality.
Overview
8
8
years of professional experience
Work History
TECHNICAL SUPPORT/BILLING SPECIALIST
Kelly, Apple
08.2019 - 10.2020
- Resolve billing issues and assist customers, enhancing satisfaction through effective solutions.
- Submit service tickets for equipment, ensuring timely maintenance and operational efficiency.
- Delivered technical support, resolving inquiries via phone, email, and web for improved user experience.
- Streamlined billing processes, reducing payment resolution time and enhancing customer satisfaction through efficient technical support and service management.
- Optimized technical support workflow, significantly decreasing average response time and improving first-call resolution rates for complex inquiries.
- Remote
CSR I
TSYS
05.2017 - 05.2019
- Resolve billing inquiries with cardholder accounts for incoming and outbound calls.
- Provide primary customer support to internal and external customers, with forward-thinking strategies focused on resolutions for customers.
CSR II/CHAT AGENT/CLAIM EXAMINER
Anthem
10.2020 - 10.2023
- Assisted members in chat using the Live Person Chatbot.
- Interacted with 2-4 chats at a time.
- Required to service all chats while multitasking by looking up claims, benefits, and updating information while making sure I keep all chats active.
- Provide primary customer care support to internal and external customers.
- Updated account information to maintain customer records.
- Contacting multiple providers obtaining additional information to process coverage requests specific to Medicare and other specialty drugs and services.
- Following all compliance and research criteria to close and complete all calls and cases for patients.
- Kept accurate records of all interactions, including customer names, addresses, phone numbers and any information provided.Managed multiple concurrent chats, efficiently resolving member inquiries while updating records and processing claims, enhancing customer satisfaction.
- Streamlined customer support processes, reducing response times and improving accuracy in claims processing and benefit explanations.
- Remote
PRIOR AUTHORIZATION SPECIALIST-PBM CHAT CSR
ICONMA Management LLC
11.2023 - 07.2024
- Utilizing multiple software systems to complete Medicare PA, Medicare appeals case reviews.
- Meeting mandated for productivity and quality standards.
- Providing resolution to beneficiary or provider via direct communication and professional correspondence.
- Acquiring and maintaining basic knowledge of relevant and changing Med D guidance.
- Assisted patient chatting in about Medicare coverage and cost.
- Interacted with 2 chats at a time, keep all chats active by responding promptly.
- Verify 4 pieces of HIPAA.
- Remote
QUALITY CLAIM VIEWER/ BVS
10.2023 - 03.2024
- Review benefits verified by BVS to ensure accuracy before faxing to the provider.
- Ensure complete and accurate patient setup in patient plus.
- Perform full Benefits Verification on patients, including contacting payers to investigate and verify the terms and benefits of patient's insurance policies as well as patient cost.
- Provide thorough and accurate information to the provider regarding patient's benefit information for Prior Authorizations pertaining to Commercial and Medicare claims.
- Comply with federal regulations, including HIPAA provisions.
- Credentialing assists to review, process and prepare new agents to pass or fail in the hiring process.
- Remote
Patient Advocate
TCW Global/Myriad Genetics
07.2024 - Current
- Assisted patients in navigating health insurance processes, enhancing accessibility to necessary services.
- Educated patients about their rights and available resources, fostering informed decision-making.
- Collaborated with multidisciplinary teams to address patient concerns and improve care experiences.
- Communicate with patients and providers via email, inbound/ outbound calls and chats.
- Used the chat feature to chat with members and provider.
- Advise patients about results time frame and cost about testing.
Education
High School -
Central High School
05.2010
Skills
- Claims (Expert), Technical Support, Problem Solving, Troubleshooting, Windows, Linux, Mac, Medicare, HIPAA, Benefits Verification, Prior Authorization, Multitasking, Billing, Microsoft Word, Microsoft Excel, Microsoft Outlook, Typing
- Multitasking
- Patient care
- Critical thinking
- Data entry
- Customer service
- Quick typing
- Performance tracking
COURSES
MAY 2010 Contact Central High School
Timeline
Patient Advocate
TCW Global/Myriad Genetics
07.2024 - Current
PRIOR AUTHORIZATION SPECIALIST-PBM CHAT CSR
ICONMA Management LLC
11.2023 - 07.2024
QUALITY CLAIM VIEWER/ BVS
10.2023 - 03.2024
CSR II/CHAT AGENT/CLAIM EXAMINER
Anthem
10.2020 - 10.2023
TECHNICAL SUPPORT/BILLING SPECIALIST
Kelly, Apple
08.2019 - 10.2020
CSR I
TSYS
05.2017 - 05.2019
High School -
Central High School
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