Khataka Adderly

• Obtained patient information to properly record and document demographics and medical histories.
• Communicated regularly with patients about billing issues, appointments and procedures.
• Used medical terminology knowledge to explain procedures, policies and services to patients.
• Managed incoming phone calls to resolve patient inquiries and refer calls to appropriate departments.
• Analyzed patients abilities to pay for services to determine charges on sliding scales.
• Facilitated communication between patients and various departments and staff.
• Followed document protocols to safeguard confidentiality of patient records.
• Process more than 20 secure messages to patient in reference to their plans and benefits
• Answer 60 to 100 incoming calls
• Documented all customer information accurately in computer system, providing dated notes for future reference.
• Investigated and resolved customer inquiries and complaints quickly.
• Assist members creating escalating from SUI, Eligibility issues, Claims, Process premium payments,
• Medical reviews, Pharmacy issues, and medical prior authorizations
• Followed up with customers on unresolved issues.
• Provided advice to customers regarding claims, rights and insurance processes to disputes.
• Verified insurance eligibility and coverage for patients
• Filed and maintained patient records in accordance with HIPAA regulations
• Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.

• Reviewed applications for different aid programs and determined which qualification criteria for individuals.
• Documented all communication with applicants and inputted information into system.
• Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
• Assessed information gleaned from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
• Verify members status for health insurance.
• Provide eligibly for health care plan.
• Managed over 90 incoming calls from doctors and facilities.
• Explained benefits to plan participants in easy to understand terms in order to educate each on available options

• Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
• Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone and emails.
• Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
• Observed strict procedures to maintain data and plan participant confidentiality / HIPAA.
• Checked employees' benefits enrollment for accuracy and input all data into system.
• Checked employees' benefits enrollment for accuracy and input all data into system.

• Investigated daily variances and corrected errors to resolve discrepancies.
• Assessed data and information to verify entry, calculation and billing code accuracy.
• Entered figures using 10-key calculator to compute data quickly.
• Applied mathematical abilities to calculate and check figures in accounting systems.
• Maintained payable shared email inbox and digitized invoices for processing.
• Reviewed vendor invoices for appropriate documentation and validity prior to payment.
• Handle incoming calls from AP hotline to verify missing payments and other questions and concerns.

• Investigated daily variances and corrected errors to resolve discrepancies.
• Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
• Prepared vendor invoices and processed incoming payments.
• Reviewed vendor invoices for appropriate documentation and validity prior to payment.
• Maintained payable shared email inbox and digitized invoices for processing.
• Matched purchase orders with invoices and recorded necessary information.
• Input financial data and produced reports using Oracle and other systems.
• Manage over 100 invoices daily

Inbound call center taking calls for retail fraud client services department. Managing high call volume while adhering to structure policy and procedures. With helping millions of Bank of America credit card customer, resolve research and process credit card fraud claims. Reissue lost and stolen credit cards. Help clients file various claims from death, elderly abuse military cases, while Reviewing accounts profiles ensuring and verifying all aspects of call.

• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
• Analyzed large amounts of data to find patterns of fraud and anomalies
• Provided exemplary level of customer service to all individuals, including clients and company personnel
• Contacted customers directly to notify of fraudulent activity and minimize impacts
• Adhered to established policies, procedures and compliance for satisfactory audit rating
• Initiated outbound administrative requests by phone and in writing to accomplish
• Investigated and resolved customer complaints to foster satisfaction
• Manager over 80 to 100 calls daily

• Helped clients plan payoff plans for virtual line of credit.
  Applied training and persuasive communication strategies to overcome objections
• Utilized scripted conversation prompts to convey current account information and obtain payments
• Process bankruptcy and fraud claims worked within legal guidelines to determine appropriate proceedings.
  Monitored accounts for compliance with established payment plans
• Discussed options with delinquent clients in terms of proposed solutions on line of credit
  
• Maintained high call volume over 2000 outbound calls per month to meet demands of busy book of business
• Used skip tracing Lexus Nexus and other techniques to locate customers
• Achieved performance goals on consistent basis
• Provided exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
• Worked in call center environment handling manual and automatically dialed outbound calls
• Processed payments and applied to customer balances
• Set up and updated customer accounts with interactions, payments and personal information
• Collected and arranged information and entered details into computer database
• Entered details such as payments, account information and call logs into computer system
• Offer best programs available 60% settlements, payment assistance and hardship programs

• Originated, reviewed, processed, closed and administered customer loan proposals
• Submitted loan applications to underwriter for verification and recommendations
• Process federal government FHA and conventional loans
• Process up to 60 applications daily
• Prepared documents for underwriting by verifying client income, credit reports, and other information
• Set up and completed loan submission packages
• Developed and maintained relationships with customers and loan officers to establish smooth loan process

• Performed complex general accounting functions, including preparation of journal entries, account analysis and balance sheet reconciliations
• Directed multiple client accounting system conversions into web-enabled Oracle financial platform.
  Reconstructed accounting records from clients' checks and cash receipts process credits refunds EFT'S and letters of notifications
• Taking over flow of customer services calls meeting needs of all new and existing customers needs
• Answering question about missing payments, fraud, credits, refunds EFT'S charge backs
• Resolving researching and completing every call with having proper training and knowledge of all products and services
• Processing up to 100 to 200 credit card payments daily
• Review and verify customers bank statements
• Prepared variety of different written communications, reports and documents to ensure smooth operations