Keara Terry
Hampton,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Claims analyst
Elevance
Remote, US
09.2023 - Current
- Adjudicating Medicaid claim
- Sending/receiving emails, scheduling calendar appointments/sending invitations, attaching files in Microsoft Outlook
- Microsoft Excel functions, such as filtering/sorting
- Multiple computer applications through the use of shortcut keys and other techniques
- Applying complex policy/procedure documents
- Understanding medical and insurance terminology in a professional setting
- Understanding CPT/ICD-10 codes
- Independently analyzing health insurance claims
- Data entry.
Benefits Administration Services Representative
Conduent
07.2022 - 12.2022
- Research employee benefits plans identify those that present the best value
- Experience sending/receiving emails, scheduling calendar appointments/sending invitations, attaching files in Microsoft Outlook
- Knowledge of basic Microsoft Excel functions, such as filtering/sorting
- Experience in navigating multiple computer applications through the use of shortcut keys and other techniques
- Detail-oriented with experience in applying complex policy/procedure documents
- Resolving Complex issue
- Receiving incoming calls
- Date entry.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Handled customer service inquiries in person, via telephone and through email.
- Increased efficiency and team productivity by promoting operational best practices.
Account Executive
Portfolio Recovery Associates
Hampton, VA
12.2012 - 09.2021
- Manage multiple delinquent accounts for debt collection efforts
- Keep track of assigned accounts to identify outstanding debts
- Plan a course of action to recover outstanding payments
- Negotiate payoff deadlines or payment plans
- Handle questions or complaints
- Investigate and resolve discrepancies in payments or accounts
- Reviewing billing statements.
- Maintained current knowledge of evolving changes in marketplace.
- Employed proactive and collaborative approaches to strengthen relationships and manage customer needs.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Collected on delinquent accounts to reduce overdue balances.
- Achieved successful settlements by skillfully negotiating terms agreeable to both parties involved in disputes.
- Adapted quickly to changes in industry regulations, incorporating new requirements into daily workflow without compromising productivity or results.
- Processed debtor payments and updated accounts to reflect new balance.
- Maintained high volume of calls and met demands of busy and productive group.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
Retention Customer Service Representative
Sprint
Hampton, VA
02.2009 - 06.2009
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Created and maintained detailed database to develop promotional sales.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
Technical Support Representative
TeleTech Holdings
Hampton, VA
03.2005 - 12.2008
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Developed and implemented preventive maintenance procedures.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Generated reports to track performance and analyze trends.
Education
High School Diploma -
Warwick High School
Newport News, VASkills
- Critical Thinking
- Claims analysis
- Customer service and support
- Microsoft Office Suite
- Claims
- Payment Processing
- Decision-Making
- Team Leadership
- Investigation Management
- Claims Processing
- Healthcare Common Procedures Coding System (HCPCS)
Personal Information
Title: Claims Analyst
Timeline
Claims analyst
Elevance
09.2023 - Current
Benefits Administration Services Representative
Conduent
07.2022 - 12.2022
Account Executive
Portfolio Recovery Associates
12.2012 - 09.2021
Retention Customer Service Representative
Sprint
02.2009 - 06.2009
Technical Support Representative
TeleTech Holdings
03.2005 - 12.2008
High School Diploma -
Warwick High School