JeLisa Williams
Malone,USA
Summary
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
8
8
years of professional experience
Work History
LICENSED HEALTH INSURANCE CUSTOMER SERVICE AGENT
HealthPlan One
01.2024 - Current
- Assisted clients with policy inquiries, coverage options, and benefits explanations
- Processed enrollments, renewals, and policy changes while ensuring compliance with regulations
- Educated customers on available healthcare plans, deductibles, premiums, and copays
- Resolved billing issues, payment processing concerns, and claim disputes efficiently
- Guided members through eligibility requirements and assisted with application submissions
- Maintained strict confidentiality and compliance with HIPAA and industry standards
- Handled escalated concerns, providing clear solutions to improve customer satisfaction
- Collaborated with internal teams to streamline processes and enhance service efficiency
- Provided detailed explanation of policy terms, conditions, and benefits to clients
- Monitored changes in state and federal laws regarding health insurance policies
- Explained coverage options to potential policyholders, answering questions or concerns
CUSTOMER CARE REPRESENTATIVE
TTEC
01.2022 - 01.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Updated databases with new and modified customer data
- Recommended improvements in products, service and billing methods to management to prevent future problems
- Built sustainable relationships and engaged customers by going extra mile
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services
- Educated customers on product features and benefits that best suit their needs
LEAD PATIENT SERVICE REPRESENTATIVE
Tallahassee Orthopedic & Sports Physical Therapy
01.2020 - 01.2022
- Supervised and supported patient service representatives to ensure exceptional healthcare service delivery
- Assisted patients with scheduling appointments, verifying insurance, and processing billing inquiries
- Resolved escalated patient concerns with empathy and efficiency to enhance overall satisfaction
- Trained and mentored team members on healthcare policies, patient communication, and service protocols
- Maintained compliance with HIPAA regulations and patient confidentiality standards
- Coordinated with medical staff and departments to streamline patient intake and service processes
- Processed patient records, updated account information, and managed insurance authorizations
- Implemented service improvements by identifying workflow gaps and optimizing procedures
SENIOR MEDICAL RECEPTIONIST
Chipola Medical Associates
01.2017 - 01.2018
- Performed basic office tasks such as filing, faxing, photocopying, scanning documents
- Assisted patients with insurance verification, billing inquiries, and co-payment processing
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications
- Scheduled follow-up appointments for patients as needed using an EHR system or practice management software program
- Answered multi-line phone system and directed callers to requested personnel and departments
- Assisted patients with insurance verification, billing inquiries, and co-payment processing
- Compiled and coded patient information or data in appropriate computer system
- Answered telephones and directed calls to appropriate medical or administrative staff
Education
ASSOCIATE OF SCIENCE - MEDICAL ADMINISTRATIVE ASSISTANT
Ultimate Medical Academy
Clearwater, FL06-2016
Skills
- Inbound and outbound calling
- Salesforce
- Data entry proficiency
- Complaint handling
- Problem-solving abilities
- De-escalation techniques
- Multitasking and organization
- Insurance verifying
- Appointment confirmation
- Medical filing
- Client interaction
- Insurance verification
- Medical terminology
- Enrollment processing
- Insurance terminology
- EHR management
- Communication skills
- HIPAA compliance
- Customer service
- CRM software proficiency
- Call management
Timeline
LICENSED HEALTH INSURANCE CUSTOMER SERVICE AGENT
HealthPlan One
01.2024 - Current
CUSTOMER CARE REPRESENTATIVE
TTEC
01.2022 - 01.2024
LEAD PATIENT SERVICE REPRESENTATIVE
Tallahassee Orthopedic & Sports Physical Therapy
01.2020 - 01.2022
SENIOR MEDICAL RECEPTIONIST
Chipola Medical Associates
01.2017 - 01.2018
ASSOCIATE OF SCIENCE - MEDICAL ADMINISTRATIVE ASSISTANT
Ultimate Medical Academy
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