KIERRO SHAW

• Assisted customers with policy inquiries and claims processing.
• Documented customer interactions in the case management system accurately.
• Developed knowledge base articles for common support requests to be used as reference material.
• Updated internal databases with relevant information regarding customer interactions.
• Assisted customers with product installation and setup, providing detailed instructions when needed.
• Collected deposits or payments and arranged for billing.
• Negotiated contracts and terms, securing favorable outcomes for clients.

Assisted Independent Agents with policies and quotes correctly and effectively

• Answered inbound calls regarding claims.
• Assisted customers locating providers for members.
• Analyzed and addressed escalated claims to resolve issues quickly.
• Updated claims system to track claim status and provide relevant information to other department.
• Maintained accurate and up-to-date records of claim information for future reference.
• Processed claims by reviewing documentation and verifying accuracy.
• Assisted customers with inquiries regarding coverage and claims status.
• Communicated effectively with clients to gather necessary information for claims.

• Provided service that helped shield people from illegal capture of their personal data, such as name, birthdates and Social Security number.
• Answered inbound and outbound calls.
• Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
• Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.
• Conducted customer service surveys.

• Liasonned between customer service Outbound medical records retrieval agent to healthcare facilities to retrieve medical records for patients.
• Streamlined processes by identifying inefficiencies and implementing improvements.
• Processed patient data: medical records and insurance information.

• Handled 50+ Physician and Hospital claims daily increasing company efficiency.
• Coded patients' diagnosis; billed patients' insurance provider for treatments/services.
• Posted payments manually for 5 accounts daily equal to $4,000 - $5,000.
• Corrected billing errors using ICD-9, ICD-10, CPT, and HCPCS codes.