Amanda Nixon
Miami Gardens,FL
Summary
Results-driven professional with extensive experience in customer service and healthcare support. Skilled in managing customer accounts, processing payments, and resolving billing inquiries while ensuring compliance with industry regulations. Adept at working remotely, with strong time management and communication skills to provide excellent service. Proven ability to handle sensitive data, make informed decisions, and maintain a high level of customer satisfaction.
Overview
6
6
years of professional experience
Work History
Remote Provider Support Specialist
Nations Benefits
09.2023 - 04.2024
- Delivered exceptional support to healthcare providers, resolving inquiries efficiently through multiple communication channels while maintaining a high level of professionalism.
- Ensured timely claim processing and issue resolution, contributing to a 98% first-contact resolution rate.
- Collaborated with internal teams to address provider concerns within a healthcare system, streamlining workflows and enhancing provider experience.
- Assisted in onboarding new providers, guiding them through the system and ensuring smooth integration into healthcare networks.
- Acted as a liaison between providers and various departments, fostering clear communication to resolve complex issues quickly and effectively.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
Remote Senior Customer Service Representative
Alorica
10.2021 - 10.2022
- Resolved escalated inquiries with empathy, maintaining a 95% customer retention rate.
- Utilized CRM systems to track customer interactions and enhance service efficiency.
- Processed refunds and cancellations promptly while ensuring a positive customer experience.
- Built rapport with customers, upselling products, resulting in a 15% sales boost.
- Applied attention to detail in documentation, improving issue resolution accuracy by 20%.
- Managed high call volumes, consistently meeting performance targets and providing excellent service.
Customer Enrollment Specialist
Convey Health Solutions
10.2018 - 02.2020
- Assisted customers with enrollment in the Kaiser Permanente system, ensuring accurate documentation and HIPAA compliance.
- Updated accounts with personal info, billing, and coverage while adhering to privacy regulations.
- Explained benefits, coverage, and cost-sharing to new enrollees for clear understanding.
- Resolved billing discrepancies and processed premium payments and claims within the Kaiser Permanente system.
- Tracked enrollment status and ensured all documentation met company standards and HIPAA guidelines.
- Educated beneficiaries on how to utilize their benefits effectively and ensured HIPAA-compliant communication.
Education
Diploma -
Miami Carol City Senior High
Miami Gardens, FL08.2013
Skills
- Effective communication
- Problem-solving
- Empathy
- Adaptability
- Team collaboration
- CRM software proficiency
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Medical billing and coding software
- Data entry and database management
- Data analysis and reporting
- Performance tracking and KPI management
- Active listening
- Conflict resolution
- Critical thinking
- Problem-solving and troubleshooting
- HIPPA
Timeline
Remote Provider Support Specialist
Nations Benefits
09.2023 - 04.2024
Remote Senior Customer Service Representative
Alorica
10.2021 - 10.2022
Customer Enrollment Specialist
Convey Health Solutions
10.2018 - 02.2020
Diploma -
Miami Carol City Senior High
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