Katrice Freeman
Katy,Tx
Summary
Customer service specialist with strong focus on communication, problem-solving, and empathy. Proven ability to support clients and adapt to changing situations while maintaining high standards. Known for fostering team collaboration and consistently achieving results. Proficient in handling inquiries, resolving issues, and enhancing customer satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Care Service Representative/Benefits Specialist
Elevance Health
11.2023 - Current
- Respond to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
- Analyze problems and provides information/solutions
- Explain and review Explanation of Benefits with members and provider
- Provide copay, benefit, deductibles and Out of Pocket information to members and providers
- Look up CPT codes to confirm if they are covered and if they need prior authorization
- Update members Coordination of Benefits
- Review medical and dental claims sent in from Medicare, providers, and members
- Fax provider Explanation of Benefits per their request
- Fax providers dental fee schedules per their request
- Adhere to relevant laws, regulations, and policies related to medical claims processing
- Communicate with healthcare providers, insurance companies, and patients regarding claims
- Investigate and resolve discrepancies or issues with claims
- Provide guidance on the enrollment process and helping individuals complete enrollment forms
- Verifying eligibility for health insurance coverage
- Maintain accurate records of enrollment activities and interactions with individuals
- Staying updated on changes in health insurance regulations and policies
- Provide excellent customer service to individuals seeking assistance with health insurance enrollment
- Demonstrate empathy and active listening skills, building rapport with customers to foster long-term loyalty.
- Inform members and providers when a provider is non-participating
- Respond to customer needs through competent customer service and prompt problem-solving.
- Navigate multiple computer systems and applications to find information.
HR Specialist (Seasonal)
Ascension
07.2023 - 10.2023
- Maintain current knowledge of Equal Employment Opportunity (EEO) and affirmative action guidelines and laws, such as the Americans with Disabilities Act (ADA)
- Prepare or maintain employment records related to events such as hiring, termination, leaves, transfers, or promotions, using human resources management system software
- Address employee relations issues, such as harassment allegations, work complaints, or other employee concerns
- Inform job applicants of details such as duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities
- Coordinate annual enrollment activities for the organization, including the development of enrollment packages
Customer Care Service Representative
Freedom Mortgage - Fishers
04.2020 - 05.2023
- Completing research requests
- Performing reviews of borrower credit disputes
- Responding to written correspondence
- Responding to incoming calls
- Actively listen while documenting information into different computer systems
- Resolving escalation requests
- Making outbound calls to customers
- Reviewing and fulfilling requests for loan documents
- Processing incoming and returned mail
- Completing third-party authorization requests
- Finalizing verification of mortgage requests
- Responding to written correspondence
- System updates for name and address changes
- Processing ACH requests
Student Loan Counselor
Pemiere Credit of North America
11.2018 - 03.2020
- Communicate with debtors in regards to the repayment of their delinquent debt via phone
- Achieve assigned goals
- Make required number of phone calls daily as determined by management
- Review financial information with consumers to assist in determining the best re-payment options
- Update demographic and financial information on each call
- Negotiating monthly payment arrangements
- Refer accounts for legal or administrative wage garnishment processes
- Perform skip tracing to locate debtors
- Use skip-tracing tools to locate the debtor in the most efficient manner
Executive Administrative Assistant
Swap.com
11.2015 - 10.2018
- Managing executives' calendars, including scheduling appointments, meetings, and travel arrangements
- Screening and prioritizing incoming calls, emails, and correspondence
- Coordinating and preparing materials for meetings, including agendas, presentations, and reports
- Handling confidential and sensitive information with discretion
- Acting as a liaison between executives and internal/external stakeholders
- Conducting research and compiling data to support executives in decision-making
- Handling expense reports and other financial tasks as needed
- Assisting with special projects and initiatives as assigned
- Managing office operations and ensuring efficient workflow in the executive's office
- Providing general administrative support to the executive team
Administrative Assistant
ZF Lemforder
03.2012 - 10.2015
- Answer multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Restock supplies and placed purchase orders to maintain adequate stock levels
- Act as a point of contact for internal and external clients
- Execute record filing system to improve document organization and management
- Schedule office meetings and client appointments for staff teams
- Book travel arrangements
- Receive and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
- Manage paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail
- Develop and updated spreadsheets and databases to track, analyze, and report on performance and sales data
- Organize and schedule appointments
- Write and distribute email, letters faxes and forms, correspondence memos
Education
High School Diploma -
Notre Dame High School For Girls
Chicago, IL05-2008
Skills
- Call logging
- Problem-solving skills
- Multitasking
- Customer service excellence
- Phone Etiquette
- Communication Skills
- Benefits research
- CPT Codes
- Diagnostic Codes
- Insurance Verification
- Interpersonal Skills
- Billing
Timeline
Customer Care Service Representative/Benefits Specialist
Elevance Health
11.2023 - Current
HR Specialist (Seasonal)
Ascension
07.2023 - 10.2023
Customer Care Service Representative
Freedom Mortgage - Fishers
04.2020 - 05.2023
Student Loan Counselor
Pemiere Credit of North America
11.2018 - 03.2020
Executive Administrative Assistant
Swap.com
11.2015 - 10.2018
Administrative Assistant
ZF Lemforder
03.2012 - 10.2015
High School Diploma -
Notre Dame High School For Girls
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