JONAS WILLIAMS
Franklinton ,NC
Summary
Detail-oriented and customer- focused professional with 8+ years of experience providing exceptional service across healthcare, insurance, claims, and technical support environments. Skilled in managing high-volume customer interactions, claims processing, benefits and insurance verification, data entry, documentation and issue resolution. Proven ability to navigate complex systems, maintain accuracy and confidentiality and resolve customer concerns with professionalism and empathy. Recognized for consistently exceeding customer satisfaction expectations, achieving scores above 93%. Adaptable, dependable, and experienced in both remote and onsite environments with a strong commitment, quality, productivity and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Claims Representative
Aston Carter
Remote
02.2022 - 12.2024
- Reviewed and processed insurance claims for accuracy, completeness, and compliance with company policies
- Maintained accurate documentation of all claim activities in accordance with regulatory requirements
- Participated in regular team meetings to discuss trends, challenges, and best practices in claims processing
- Utilized computer systems/software applications effectively for efficient data entry/update purposes
- Demonstrated excellent organizational skills by effectively managing a large volume of incoming claims within specified timeframes
- Applied previous PBM experience to support pharmacy claims processing, benefit verification, and resolving claim discrepancies while maintaining HIPAA compliance.
- Processed upwards of 60 claims daily
Specimen Accessioner
Mako Medical
Henderson, NC
05.2020 - 06.2021
- Accurately received, logged, and processed incoming specimens for laboratory testing
- Verified patient information and specimen integrity to ensure accurate test results
- Maintained strict adherence to quality control procedures and regulatory guidelines
- Performed data entry of patient demographics and test orders into the laboratory information system (LIS)
- Managed specimen inventory levels to ensure an adequate supply for testing needs
- Followed established protocols for sample storage, retrieval, and disposal in compliance with safety regulations
- Maintained a clean and organized work area to promote a safe working environment
- Completed upwards of 300 specimen daily
Customer Service Representative
Continuum Global Solutions
Henderson, NC
01.2017 - 12.2019
- Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues
- Documented all customer interactions and solutions in a detailed ticketing system for future reference
- Assisted in the development of user guides and knowledge base articles to improve self-service options for customers
- Performed remote diagnostics and troubleshooting to identify network connectivity problems
- Maintained up-to-date knowledge of industry trends, emerging technologies, and product updates through continuous learning initiatives
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Recognized as top performer within the team for consistently achieving high levels of customer satisfaction scores above 93%
- Answered upward of 100 calls a day
Customer Service Associate
Xerox
Raleigh, NC
08.2014 - 07.2015
- Maintains patient confidentiality. Key point of contact for
- Responsible for accurately entering and processing patients and healthcare providers
- Handling incoming and outgoing calls related to prescription refill requests.
- Verifying prescription compliance with company policies and regulatory information, processing refill orders, explaining insurance guidelines.
- Reviewing and verifying claim forms for coverage and Explanation of Benefits (EOBs), and assisting with completeness and accuracy, identifying billing and payment resolutions. discrepancies, and maintaining organized records.
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time targets
- Assisted in training new team members on company policies, procedures, and best practices for delivering excellent customer service
- Assisted upwards of 80 clients daily
Education
High School Diploma -
Vance-Granville Community College
Henderson, NC07.2013
Skills
- Attention to detail
- Understanding of insurance and claims processes
- PBM
- Time Management & Productivity Targets
- Data Entry & Documentation Accuracy
- Customer Issue Resolution
- Insurance and Benefits Verification
- Claims processing and review
- Active Listening and Rapport Building
- Quality Assurance and Accuracy
- HIPAA Compliance and Patient Confidentiality
- Performance and Customer Satisfaction Metrics
Timeline
Claims Representative
Aston Carter
02.2022 - 12.2024
Specimen Accessioner
Mako Medical
05.2020 - 06.2021
Customer Service Representative
Continuum Global Solutions
01.2017 - 12.2019
Customer Service Associate
Xerox
08.2014 - 07.2015
High School Diploma -
Vance-Granville Community College