Kenishia Ellerbee
Raleigh,NC
Summary
Certified Revenue Cycle Representative with over 15 years of experience in customer service, medical billing, accounts payable, scheduling, and insurance pre-certification. Committed to leveraging comprehensive knowledge to drive organizational success . Adept at collaborating with cross-functional teams and providers to achieve organizational objectives.
Overview
17
17
years of professional experience
1
1
Certification
Work History
CSR I (Remote)
Trinity Health
07.2023 - 02.2025
- Executed assigned tasks with professionalism, ensuring seamless collaboration with insurance plans, patients, physicians, attorneys and team members.
- Facilitated customer payments and payment plan arrangements to update accounts.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Ensured compliance with applicable laws and regulations for provision of services.
- Utilized payer sites to obtain crucial information, ensuring the accuracy of account resolutions.
CSR II (Remote)
Ensemble Health Partners
03.2022 - 07.2023
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Addressed billing, payment discrepancies, denials, adjustments, and claims inquiries.
- Negotiated payment arrangements and delivered financial assistance support.
- Assist leadership with additional tasks when asked.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
AR Representative II (Remote)
American Anesthesiology
03.2020 - 03.2022
- Reviewed claims for accuracy and collaborated with ancillary departments to support audits and record reviews.
- Identify patterns in claim rejections and inform appropriate leaders.
- Evaluates and processes manual paper claims for payers requiring special handling.
- Demonstrated strong customer service skills through prompt response to client queries.
- Escalated unresolved issues to appropriate departments for further investigation.
AR Representative (Remote)
61st Street Service Corporation
Fort Lee, NJ
05.2017 - 02.2020
- Assessed account details to determine follow-up strategies with insurance payers regarding delayed claims.
- Follow up on underpaid claims for resolution.
- Engaged with internal contacts, insurance companies, patients and guarantors to verify claim status and appeal outcomes.
- Performs charge corrections based on payer or institutional policies.
- Organized files and records for clients, maximizing security of information.
Customer Service Account Representative
Med Assets
Saddle Brook, NJ
08.2014 - 05.2017
- Elevated overall client experience through proactive problem-solving and solution recommendations.
- Engaged with customers to comprehend their needs and address problems.
- Surpassed established daily call targets consistently.
- Enhanced customer experience through effective problem resolution.
- Followed up on customer inquiries not immediately resolved.
Customer Service Representative II
Value Options Behavioral Health
Roseland, NJ
02.2014 - 08.2014
- Utilized probing questions to identify service needs.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Advised customers on mental health and substance abuse benefits eligibility.
- Maintained composure in high-pressure situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Health and Welfare Benefits Specialist
Xerox, ACS
Little Falls, NJ
06.2008 - 01.2014
- Managed processing of benefits enrollments, terminations, and claims.
- Mastered regulations related to ERISA, FMLA, COBRA, HIPAA and 401k administration.
- Reviewed accuracy of employee enrollments for data entry.
- Represented employees in healthcare disputes involving providers, agencies, and vendors.
- Resolved employee issues related to benefits, serving as a liaison between employees and insurance providers.
Education
High School Diploma -
Passaic County Technical Institute
Wayne, NJ06.1998
Skills
- Regulatory Compliance (HIPAA, Policy Standards)
- Problem-Solving Abilities
- Team Collaboration Across Departments
- Data Entry
- Calm and Professional Under Pressure
- Discrepancy Resolution
- De-escalation Techniques
- System Proficiency
- Multitasking and Prioritization
- Call Center Operations
Certification
- Certified Revenue Cycle Representative
Timeline
CSR I (Remote)
Trinity Health
07.2023 - 02.2025
CSR II (Remote)
Ensemble Health Partners
03.2022 - 07.2023
AR Representative II (Remote)
American Anesthesiology
03.2020 - 03.2022
AR Representative (Remote)
61st Street Service Corporation
05.2017 - 02.2020
Customer Service Account Representative
Med Assets
08.2014 - 05.2017
Customer Service Representative II
Value Options Behavioral Health
02.2014 - 08.2014
Health and Welfare Benefits Specialist
Xerox, ACS
06.2008 - 01.2014
High School Diploma -
Passaic County Technical Institute
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