Keneshia scallion
Houston,TX
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Rep
Cigna
03.2023 - 11.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Explaining insurance benefits, coverage details, and any out-of-pocket costs to
- patients. Conducted thorough benefit verifications for patients by liaising with
- insurance providers and analyzing insurance policies to determine coverage
- details, including medication and treatment options.
- ●
- Collaborated closely with healthcare providers and insurance companies to
- obtain prior authorizations for prescribed medications, streamlining the
- approval process and minimizing delays in patient care.
- ●
- Assisted in the resolution of medication-related claims issues, including denials
- and rejections, by working with insurers and internal teams to ensure patients
- received the necessary medications in a timely manner.
- Acted as an advocate for patients, ensuring they were informed about their
- insurance coverage, co-pays, and out-of-pocket expense
Virtual Card Processor
Slingshot Connections
08.2021 - 03.2023
- Process virtual credit card payments via outbound calls and web portals,
- Enter payment details into spreadsheets and Quickbase.
- Performed various accounts receivable functions, handled cash receipts posting, updated cash flow reports and researched chargebacks and write-offs.
- Spearheaded simplification initiatives and operational strategies to improve collections process and drive customer satisfaction.
Customer Billing Representative
Conduent
01.2018 - 08.2021
- Responded to customer emails, chat requests and telephone calls to answer questions, provide information and resolve problems.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
- Recorded amounts due for items purchased or services rendered by preparing statements, bills or invoices.
- Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
Education
High School Diploma -
Jesse H. Jones High School
06.2014
Skills
- Customer Service
- Detail-Oriented
- Billing Dispute Resolution
- Adjustment Posting
- Excellent Attention to Detail
- Strong Verbal and Communication Skills
- Financial Calculation and Analysis
- Accounts Receivable Expertise
- Credit Card Payment Processing
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Issue and Complaint Resolution
- POS Systems and Ordering Platforms
- Translation and Interpretation Services
- Responding to Difficult Customers
- Upbeat and Positive Personality
- CRM Software
- Data Entry
- Inbound and Outbound Calling
- Call Center Operations
- Technologically Savvy
- Adaptive Team Player
- Microsoft Office Expertise
- High-Energy Attitude
- Problem-Solving Abilities
- Insurance Verification
- Medical terminology knowledge
- Appointment Scheduling
- Call center experience
- Claims Processing
- Data Entry
- Remote Operations
- Chat Support
- Email Support
- HIPAA Compliance
- Customer Service
- Problem-Solving
- Eligibility Determination
- Inbound Call Management
- Inbound/OutBound Call Center
- Call Management
- Customer Relationship Management
- (CRM)
- De-Escalation Techniques
- Exceeding Customer Expectations
- Benefit Verifications
- Insurance Coverage Verification
- Prior authorization processin
Timeline
Healthcare Customer Service Rep
Cigna
03.2023 - 11.2024
Virtual Card Processor
Slingshot Connections
08.2021 - 03.2023
Customer Billing Representative
Conduent
01.2018 - 08.2021
High School Diploma -
Jesse H. Jones High School
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