Joyce Jones
Charlotte,NC
Summary
Dedicated and results-driven professional with extensive experience in Customer Relationship Management (CRM), Client Services, and Administrative Support, developed through a variety of temp assignments. Proven track record of excelling in Payment Processing, Billing Functions, and Claim Administration, with a strong ability to resolve discrepancies and ensure compliance with consumer laws and policies. Skilled in scheduling, data verification, and maintaining accurate records. Known for excellent communication skills (phone, email, in-person) and for consistently improving quality assurance processes and issue escalation procedures. Experienced with Microsoft Excel (including Macros), IBM Lotus Software, and Vendor and Stakeholder Management. Highly adaptable, with a keen ability to learn quickly and drive impactful results. Now seeking a long-term opportunity to leverage my diverse skill set in a stable, growth-oriented role
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Hired Through Peoples Plus | Colonial Claims
Lexington, KY
09.2024 - 01.2025
- Responded to customer inquiries via phone, email, and live chat, providing detailed information on insurance claims, policies, and coverage options.
- Assisted clients through the claims process, including filing claims, submitting documentation, and addressing any follow-up questions or concerns.
- Collaborated with claims adjusters and internal departments to ensure timely processing and resolution of claims.
- Resolved customer complaints by identifying issues, offering solutions, and maintaining a professional, empathetic approach.
- Managed customer documentation, ensuring accurate data entry, and maintaining up-to-date records in company systems.
- Educated customers on company policies and claims procedures, ensuring a clear understanding of coverage details and next steps.
- Followed up with clients regularly to ensure satisfaction and update them on the status of their claims.
Patient Access Specialist (Remote)
Ellie Mental Health
Lexington, KY
06.2024 - 09.2024
- Assisted with scheduling appointments, pre-registration activities, verifying demographics and insurance information.
- Resolved issues related to registration process including eligibility verification and authorization problems.
- Identified discrepancies between billed charges versus what was actually received from the payer and insurance company.
- Maintained accurate records of patient registration information in electronic health record system.
- Verified patient insurance coverage, collected copays and other payments, processed credit card transactions.
- Performed data entry tasks associated with registrations such as entering demographic data into system database.
Customer Service Representative (Remote)
Vestis
Lexington, KY
10.2023 - 06.2024
- Provided exceptional customer support through phone, email, and live chat, addressing inquiries regarding products, services, and order status.
- Assisted customers with product selection, returns, exchanges, and order issues, ensuring a positive, seamless shopping experience.
- Processed customer orders, returns, and refunds efficiently, maintaining accuracy and timeliness in all transactions.
- Managed and resolved customer complaints and concerns, striving to find effective solutions while maintaining a professional and empathetic demeanor.
- Worked closely with the shipping and inventory teams to track orders, resolve delays, and ensure accurate product availability.
- Documented customer interactions and feedback, maintaining up-to-date records in company systems, and providing insights for continuous improvement.
- Contributed to team goals by consistently meeting or exceeding performance metrics related to response times, customer satisfaction, and order resolution.
Customer Service Specialist (Hybrid)
Galls LLC
Lexington, KY
08.2022 - 10.2023
- Delivered high-quality customer service by assisting customers with product inquiries, order status, returns, and exchanges through phone, email, and live chat.
- Provided expert guidance on Galls' extensive product line, helping customers select the appropriate items for their needs, including uniforms, equipment, and accessories.
- Managed and processed customer orders, returns, and exchanges, ensuring timely and accurate fulfillment.
- Resolved customer complaints, concerns, and issues with professionalism, aiming for quick and effective solutions to ensure customer satisfaction.
- Collaborated with the warehouse and shipping teams to track orders, address shipping delays, and confirm product availability, improving delivery accuracy and customer experience.
- Maintained detailed records of customer interactions, feedback, and transactions, updating systems to ensure accurate and up-to-date information.
- Supported the implementation of new processes to improve efficiency and customer service delivery, contributing to the achievement of team goals and performance metrics.
Claims Specialist (Remote)
Conduent
Lexington, KY
09.2021 - 12.2021
- Reviewed and processed insurance claims, ensuring accuracy and compliance with company policies and regulatory requirements.
- Communicated with customers, providers, and internal departments to gather necessary documentation and resolve claim-related issues.
- Investigated and analyzed claims, identifying discrepancies and making determinations regarding claim approval or denial.
- Provided clear and detailed explanations to customers regarding claim status, next steps, and coverage details.
Customer Service Specialist 2 (Remote)
Aerotek/Intel
, KY
05.2021 - 07.2021
- Managed inbound inquiries regarding COVID-19 vaccination locations provided by the CDC, offering clear and concise information to customers.
- Scheduled vaccination appointments, ensuring all logistical details were communicated accurately and promptly.
- Educated customers on available resources and frequently asked questions, providing up-to-date information on vaccination sites and processes.
- Followed established policies and procedures to guarantee the accuracy of all information provided, ensuring compliance with CDC guidelines.
- Delivered exceptional customer service while managing a high volume of calls in a fast-paced, remote environment.
Customer Service Specialist 1 (Remote)
Pursuit Group/Amerigas
, KY
11.2020 - 04.2021
- Answered inbound customer inquiries regarding pending deliveries and new delivery requests, providing timely and accurate information.
- Scheduled service appointments for appliance connections and light pilots, ensuring customer satisfaction and timely service.
- Processed disputes related to fees and rentals, addressing customer concerns, and resolving issues in a professional manner.
- Investigated billing issues and explained charges to customers, ensuring transparency and clarity.
- Utilized CRM, SAP, and ECC systems to manage customer data and streamline service processes.
Insurance Advocate (Remote)
Go Health
Charlotte, NC
03.2020 - 06.2020
- Guided customers through the initial insurance-buying process, effectively screening calls, and transferring them to the appropriate sales team for further assistance.
- Processed sensitive consumer information with strict adherence to HIPAA guidelines, ensuring privacy and confidentiality.
- Delivered exceptional customer service experiences by addressing inquiries, resolving issues, and maintaining a positive, supportive interaction with each customer.
- Conducted thorough needs assessments to identify customer concerns, matching them with solid insurance plan options to meet their individual requirements.
- Ensured compliance with all company procedures and metrics, consistently meeting performance targets for customer satisfaction, sales support, and call handling.
Benefits Verification Specialist
Hired Through Talent Bridge | Amerisourcebergen
Charlotte, NC
11.2019 - 01.2020
- Coordinated with insurance companies to verify patient coverage, ensuring accurate and up-to-date benefits information.
- Assessed patient-specific benefits, cost-sharing details, and provider access to ensure appropriate care options.
- Initiated and documented the prior authorization process, and managed claims appeals to resolve coverage issues efficiently.
- Monitored and reported reimbursement trends or delays to management, ensuring timely follow-up and issue resolution.
- Facilitated patient access to necessary medications and therapies by working closely with insurance providers to verify coverage.
- Utilized Excel to track and manage patient records, ensuring accurate and organized documentation.
Recruitment and Onboarding Specialist
Hired Through Talent Bridge | Family Dollar
Charlotte, NC
08.2018 - 08.2019
- Collaborated with internal teams and external vendors to manage pre-employment requirements, including background checks, fingerprinting, and drug testing.
- Ensured compliance with federal, state, and local regulations related to equal employment opportunities, immigration laws, and company policies, as directed by management.
- Managed candidate information within the Applicant Tracking System (Taleo) and other HR systems, including IDM, Sterling, and First Advantage.
- Documented and tracked candidate data in Excel to maintain accurate and organized records.
Customer Service Representative
Spectrum Cable
Charlotte, NC
01.2013 - 09.2017
- Consistently exceeded quality standards in the Signature/Care department, ensuring exceptional service for clients and vendors.
- Provided technical support by troubleshooting issues with cable, internet, and home phone services.
- Led a test group for the implementation of the 360 App Bar tracking system, contributing to system optimization.
- Addressed customer inquiries regarding billing, service upgrades, downgrades, and scheduled repair or installation appointments with field technicians.
- Thrived in a fast-paced environment, managing customer sales and billing inquiries, while maintaining a high level of service.
- Demonstrated strong customer retention and problem-solving skills, effectively identifying and addressing customer needs to resolve issues, and ensure satisfaction.
Customer Service Representative
Windstream
Charlotte, NC
05.2006 - 11.2011
- Delivered high-quality customer service by addressing statement discrepancies, providing clear explanations to ensure customers' understanding of charges.
- Actively sold and managed new service requests, including high-speed internet and Dish Satellite services.
- Promoted new company services and features to both new and existing customers, driving customer engagement and satisfaction.
- Coordinated and ensured the accuracy of new or replacement products, overseeing a seamless delivery and installation process.
- Managed customer accounts by efficiently processing relocation requests, service restorations, and updating personal information to maintain accurate records.
Education
GED -
Dallas C.A.N Academy
Dallas, TX01-1996
Skills
- Customer Relationship Management (CRM)
- Client Services and Support
- Payment Processing and Billing Functions
- Claim Administration and Discrepancy Resolution
- Compliance with consumer laws and policies
- Scheduling and appointment coordination
- Data verification and accurate record keeping
- Policy and Procedure Development
- Quality Assurance and Issue Escalation
- Microsoft Excel (including Macros) and IBM Lotus Software
- Vendor and stakeholder management
- Sales Support and Product Knowledge
- Communication (phone, email, and in-person)
Timeline
Customer Service Representative
Hired Through Peoples Plus | Colonial Claims
09.2024 - 01.2025
Patient Access Specialist (Remote)
Ellie Mental Health
06.2024 - 09.2024
Customer Service Representative (Remote)
Vestis
10.2023 - 06.2024
Customer Service Specialist (Hybrid)
Galls LLC
08.2022 - 10.2023
Claims Specialist (Remote)
Conduent
09.2021 - 12.2021
Customer Service Specialist 2 (Remote)
Aerotek/Intel
05.2021 - 07.2021
Customer Service Specialist 1 (Remote)
Pursuit Group/Amerigas
11.2020 - 04.2021
Insurance Advocate (Remote)
Go Health
03.2020 - 06.2020
Benefits Verification Specialist
Hired Through Talent Bridge | Amerisourcebergen
11.2019 - 01.2020
Recruitment and Onboarding Specialist
Hired Through Talent Bridge | Family Dollar
08.2018 - 08.2019
Customer Service Representative
Spectrum Cable
01.2013 - 09.2017
Customer Service Representative
Windstream
05.2006 - 11.2011
GED -
Dallas C.A.N Academy