Kamisha Brown
Merrillville,IN
Summary
17 years of successful experience and coordinating high-volume customer service and administrative operations. Excellent staff training and problem-solving skills with a strong orientation toward customer satisfaction. Able to work under pressure in fast-paced time sensitive environment
Overview
20
20
years of professional experience
Work History
CSR II
Franciscan Alliance
Hammond, IN
09.2016 - Current
- Coordinates and participates in onboarding shadowing, coaching, and auditing for department new hires
- Ensure proper training in topics such as accounts notations, timely billing, appropriate follow up, and Mychart functions
- Handles escalated calls from customer service representative
- Responsible for running and recoding daily/monthly individual Customer Service productivity reports
- Complete QA Calls on CSR for coaching purposes
- Answer timely to incoming phone calls and written correspondence from patients
- Assist Customer Service Supervisor with Customer Service Representatives to ensure compliant, professional, timely and accurate performance of all patient financial activities
Customer Service Representative
Teleperformance
Hobart, IN
09.2013 - 06.2014
- Made outbound calls to enrollees who applied for Medicare Advantage Part C (Hospitalization & Medical) health care plans
- Made sure enrollees understood the terms and conditions of the contract (HMO, PPO, PFFS, SNP Plans)
- Made sure enrollees understood the cost associated with their health care plan (If applicable)
- Helped enrollees select a hospital and/or pharmacy in their area
- Made outbound calls to insurance companies to verify coverage/benefits for patients with diabetes for diabetic supplies
- Gathered information regarding benefits, claims address, pre-existing conditions, prior authorization, pharmacy benefit manager, HCPCS and entering information into Centricity
- Performed eligibility checks by placing outbound calls to insurance companies or by using online portals (Availity, Navinet)
Senior Customer Service Representative
CashNetUSA
Chicago, IL
09.2008 - 04.2012
- Maintain multiple chats and accounts simultaneously, while answering inquires and processing request
- Assist with new-hire on the job training and shadowing
- Interact and correspond with other departments to ensure proper maintenance of all accounts
- Answer phones and email correspondences according to call volume
- Utilize Portal to refinance loans
- Prepare, sent, retrieve, and process payment plan for qualifying customers based on state regulations
- Perform senior representative duties such as processing principal only payments, applying fee credits to a loan, withdrawing loans to make necessary adjustments
- Enforce state and company mandated laws to ensure proper usage of all funded pay day and installment loans
Customer Service Representative
Express Scripts
Bloomington, MN
12.2003 - 04.2006
- Answered inbound inquires regarding cost of medication, in-network pharmacy inquires, medications, and terms and conditions of prescription coverage
- Assisted pharmacist with processing medications under insurance
- Answered inbound calls from pharmacist, nurses, and doctors,
- Performed prior authorizations
- Processed transactions for mailed prescriptions
Education
Some College (No Degree) - Education
Purdue University
West Lafayette, INDiploma - Medical Insurance Coding
Ultimate Medical Academy - Clearwater
Clearwater, FLSkills
- Leadership experience
- Excellence organization and communication skills
- Outstanding writing and interpersonal skills
- Computer proficiency
References
References available upon request.
Timeline
CSR II
Franciscan Alliance
09.2016 - Current
Customer Service Representative
Teleperformance
09.2013 - 06.2014
Senior Customer Service Representative
CashNetUSA
09.2008 - 04.2012
Customer Service Representative
Express Scripts
12.2003 - 04.2006
Some College (No Degree) - Education
Purdue University
Diploma - Medical Insurance Coding
Ultimate Medical Academy - Clearwater
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